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Status Future consideration
Categories RingCentral Phone
Created by Cole Devitt
Created on Sep 3, 2021
Merged idea

This idea has been merged into another idea. To comment or vote on this idea, please visit DPW-I-5 Adjust how missed calls are categorized for group calls.

Separate missed call notification for queue calls that were actually missed vs someone else answered Merged

Right now, all calls not picked up or answered elsewhere are logged as a missed call on each extension in a given queue, and also to the Yealink desk phones we use as a missed call notification that makes the light blink as if there is action needed.

This is confusing for staff as there is no way to know which call was missed (and thus requires a call back) and which call was answered by someone else in that queue (and thus requires no action). Staff are returning "missed calls" only to find that someone else in the company already spoke with that person.

My suggestion is that queue calls that were picked up by someone else be labeled "Missed call, answered by X)" or "Missed call, answered elsewhere". Or alternatively, just not show a call as missed if someone else answered it, because from the perspective of the organization as a whole, if the call is answered it is certainly not missed.

Thank you!