Need solution to stop showing missed calls on simultaneous group ring if call is picked up.

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  • Updated 2 years ago

This conversation has been merged. Please reference the main conversation: Call Logs: Call Queue not to show 'missed call' when a call is answered by another user in Queue

We have a group specifically for support that has 6 agents.  We have set to get calls in simultaneous ring, which means that if 3 of the 6 agents are off the phone, those 3 phones will ring.  The problem we are having is that if 1 of the 3 agents answers that phone then on their app, hard phone or desktop app it will show as missed call for the other two agents.  This causes for the other 2 agents to call the customer back and that customer has been helped.  So our customers 5k+ are getting duplicate call and some of them are blocking our numbers.   We need a solution to show the call as picked up if another agent got it so my agents do not call the same customer.
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Anif Momin

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Posted 2 years ago

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