I would be a good update for the call history to reflect that a call has been answered by another user instead of showing a missed call in the call history. If the call was answered by another user in the call queue, then the call was not missed.
It's important to touch-base on unanswered phone calls with an automatic text message informing them of a callback or any helpful information if the person they are calling or the line itself is busy.
We want to add Speed Dials to External Contacts to the HUD and Presence from the Softphone portal that can translate to the physical phone. Right now manually adding external speed dial is time consuming.