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471 votesImplemented ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
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99 votes
As it stands, this feature is not viable. It frustrates our agents who spend hours figuring out who might have picked up a "missed" call, as well as management who doesn't enjoy this type of negative feedback. Furthermore, this puts the selection of RC as a vendor in question.We had to go back to simultaneous ringing and let our agents pick a call based on the last digits of the number... (small team, their workflow choice, rather than dealing with the missed call nightmare) - not exactly the best outcome for our callers.Here are some implementation ideas:As an admin, I want a call to be marked as "Answered" when the extension did not pick up a call but another did downstream the queue, so I know this extension missed a the call and that the call was answeredAs an admin, I want a call that wasn't accepted in the queue and didn't leave a voicemail to be marked as "Missed", so that I knows that this caller may need a follow-upAs an admin, I want a follow-up call log displaying which missed calls were not returned over the last 3 to 5 business days so there is a convenient way to identify such calls (lookup of the number over the past 3-5 days)Bonus options ("missed" moved from queue to extension):As an admin, I want a call that wasn't accepted in the queue and didn't leave a voicemail to be marked as "Missed" for the point of entry extension only, so that extension only knows that this caller may need a follow-up .