Feature to take away ability to turn off "Accept Call Queue Calls"

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  • 9
  • Idea
  • Updated 8 months ago
Can we get a feature that turns off the end user's ability to turn off call queue calls from their softphone app? I have a few employees who keep doing this when they don't want to take incoming calls (their always supposed to be). It's never made sense to me why this should have ever been an option for users to change in the first place.
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James Hughes

  • 150 Points 100 badge 2x thumb

Posted 1 year ago

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Photo of Lindsay Oglesby

Lindsay Oglesby

  • 64 Points
This HAS to happen.  The users shouldn't have the permissions to toggle that feature if the account holder doesn't want them to.  If they don't want to take a call, they can just go on "do not disturb".  The user can show to me that they are "available", but then have toggled the "not accepting call queues" which is deceiving for a call center manager looking at the user in the HUD to properly manage the calls coming in from different call queues.  This is 100% a permissions feature that should be able to be disabled for different roles.