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Agent Group Missed Cal


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Guest Geo

We have an agent group with 4 agents. When callers rings and hangs up before pickup every agent gets a missed call in the windows App/Phone. It is becomes confusing when multiple agent call back. Anyone know how we can control missed call in the group on turn them off. 

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That is a well known problem. When the PBX sends the CANCEL message to the phone, this is the only way it can tell the phone wether the call was missed or not. There is no way to tell the phone later that the call was missed. There is a flag on each stage of the hunt group if the PBX should do it or not. In doubt select "no" so that users are not calling the same number multiple times back.

When the hunt group reaches the final stage, it can send an email. This would be the proper definition of the missed call. For example, if you send the email to a email group, then you can have the employees work out who should call back.

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Guest Geo
15 hours ago, Vodia PBX said:

That is a well known problem. When the PBX sends the CANCEL message to the phone, this is the only way it can tell the phone wether the call was missed or not. There is no way to tell the phone later that the call was missed. There is a flag on each stage of the hunt group if the PBX should do it or not. In doubt select "no" so that users are not calling the same number multiple times back.

When the hunt group reaches the final stage, it can send an email. This would be the proper definition of the missed call. For example, if you send the email to a email group, then you can have the employees work out who should call back.

Well noted and hope a solution can be found. I was referring to Agent Group not Hunt Group. Though we have also tried hunt group and experience same issue. If stage one or two extensions don't pick they get a missed call. We have tried turning off missed call on all stages but same thing happens.

On Agent Group, we set to ring 2 agents per stage and if they dont pick they get a missed call after more agents are added. If a caller hangs-up, all agents that rang get a missed call. Also if a calls rings the first 2 agents and they dont pick and it is answered by the next agent, the first ones get a missed call. We have tried changing  'Show missed call on phones when caller hangs up' to "Never" but no change. It is really a big problem not knowing whether a call was missed or answered by another agent. 

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