Skip to Main Content
Status Under review
Created by Josh Belegris
Created on Jan 18, 2023

Routing missed calls in Queues, and custom rules

As a technician, I CONSTANTLY run into the complaint from customers that you cannot route missed calls to an IVR in a Call Queue. For example; a customer wants their 7 phones to ring, IF no one picks up, instead of going to voicemail, they want to route that missed call to an IVR. Creating a rule only allows you to call forward immediate.

So it would be nice to be able to route MISSED CALLS in a call queue to an external transfer or internal transfer (IVR or user).

It would also be nice, to have a custom rule that forwards MISSED CALLS to internal/external transfer. The option that is there now, only allows call forwarding immediate.

  • Tim Edwards
    Feb 16, 2023

    I find the control of call queues extremely lacking. This is on option that is needed. Also we a queue setup for our receptionist, most time there is only one receptionist in the office. Still want to leverage the queue and have her sign in so we do not constantly have change the routing. Problem is when they go on break the queue is still picking up calls. Need some way to forward the call during breaks to voicemail, an IVR something else.