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Rommel Caballero avatar image
Rommel Caballero asked mike commented

voice mail or missed call

We are beginning to run metrics on phone support.  Callers that select "0" are sent to voice mail by their own choosing.  Are these reflected as "Voicemail" or "Missed" on the log?
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regina213 avatar image
regina213 answered
There was a thread at one time that asked the question "What defines a missed call", but I have not heard an accurate response.  We get calls labelled missed because they will ring on all lines, by design, but only 1 person answers.  This makes the Missed Call label unusable for our metrics. 
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Rommel Caballero avatar image
Rommel Caballero answered
any update?
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regina213 avatar image
regina213 answered mike commented
Thanks for the clarification.  So, in terms of metrics, this is not a usable filed as the call is not, in fact, missed.  Is this accurate?

Thanks!
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mike avatar image mike commented ·
Yes, that is accurate.  We've had  several requests for some for advanced call reporting so hopefully in the future they implement something that can filter these out. 

Mike 
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loan avatar image
loan answered mike commented
This reply was created from a merged topic originally titled Disfunctional Call Queue Group. If a call is going through a call queue group, and one extension answer to the phone, the other extension into the call queue group receives a missed call notification.
However the call has not been missed!!How can I know the difference between a real miss call, so a number that I need to call back AND a call that a colleague answered?
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mike avatar image mike commented ·
Right now there's not an easy way to do this except for checking each line to see where it was received, which I realize is not reasonable if you have a very high call volume. 
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mike avatar image
mike answered
Romel, and Regina,

I'll get some confirmation on this and reply back as soon as I have a firm answer. 

Mike 
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mike answered
I did get some clarification on this. As Regina described above, the system will show a missed call if you have it set up to ring all lines, even if one person answers.   Also, if someone direct dials a specific line and they hang up before the voice-mail picks up, that will also show up as a missed call. 

Mike 
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