Extending the set of possible values for the "Ring for" parameter of User's Call Handling

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  • Updated 4 months ago
Account type: FR

Context: we use one call,queue for incoming calls on our main number and only one agent could be active on this queue. We would like to have call in the queue up to 3mn in the queue before routing to voicemail. It's possible, that's fine
But for an incoming call presented to the agent (via the call queue), this call could not be presented more that 75s to the agent due to limitation on user'settings ("Ring for" parameter allowing not more than 75s). Then the call stops to be presented and immediately is routed again to the unique agent. If the calling party remains on line the whole 3 mn, the call will be physically presented up to 3 times to the agent with wrong indications about "Missed calls". The agent will get 3 "Missed call" notifications for the same real call.

Suggestion; extend "Ring for" parameter with longer values as 3mn, in the user settings

Benefit: for our context, display right info in the RC phone call logs
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Luc TD

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Posted 4 months ago

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