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Is there a way to monitor an incoming call that are routed thru a call queue rather than the direct line?

Tags: call queues

Jan 11, 2017 at 3:08pm • 1 replies • 1 likes

kobie-williams

Is there a way to monitor incoming calls that are routed thru a call queue to a particular extension rather than the direct line or is there a way to see if a extension is accepting calls via. the call queue or not?

1 Answer

anton-nikitin answered on Jan 12, 2017 at 3:03pm

As about accepting calls, you can check dndStatus in Presence API (this flag is set to "DoNotAcceptDepartmentCalls" if an extension don't accept call queue calls).

As about monitoring, the only way today is to match phone number from call notification. If it is a queue number, than the call came through Call Queue. But you will need to monitor individual queue agents anyway,

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