jstrittmatter
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Joined 4 years ago
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New Call Reports in Analytics compared to Phone Number Activity Calls Report
When I run the Calls Report from Analytics, previous week, ungrouped and filtered by the phone number assigned to a queue, the number of outbound calls is less for the same period in the old Calls Report, Phone Number Activity. Why is there a difference?69Views0likes1CommentRe: Ring Strategy Issues/Ideas
KateG Any progress on the Ring Strategies and the rolling 24 hour period? Early this morning we had the following scenario happen: Agent1 - worked a 10a - 6p shift on 10/16/2024 and then logged back into the queue from 12:03 am - 2:00 am this moring, 10/17/2024. Agent2 - logged in at 12:00 am - 7:00 am this morning, 10/17/2024. Agent2 received all calls between 12:00 am - 2:00 am. There was one call at 1:11 am that waited in the queue for 50 seconds. Our connect timeout is 20 seconds so that call should have rolled over to Agent1 but it did not and it kept ringing Agent2 until she answered it. The system should not be ringing the same agent after the first connect timeout unless we only have one agent in the queue. I understand the system ringing Agent2 for all new calls but once the call times out after 20 seconds it should ring a different agent, using the same ring strategy but ignoring Agent2 since the call timed out. Hopefully there can be a solution to this issue sooner than later.26Views0likes1CommentYealink T54W with an EXP50
Situation: The EXP50 displays "Welcome Loading...Please Wait" and never does anything. I did a Google search and found that it is a firmware issue. I uploaded firmware 96.86.254.850, and the EXP50 worked briefly before the phone reverted back to the previous firmware, which I assume is a GoTo Connect setting. I did submit a case on this exact issue, but there are no other case notes on what support did to fix it, and it is now impacting other users with the same exact setup. Has anyone else experienced this issue, and what needs to be done to resolve it?Solved569Views0likes5CommentsAllow Logged in Agents to have non-queue calls sent directly to voicemail
When an agent is logged into a queue, it would be nice if the option was available to send non-queue calls to their voicemail instead of ringing through to their extension. I think this could be a setting in the queue or added as a status option that an Administrator could assign.