SOLVED

Missed calls are not shown on history that came through call queue

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Occasional Visitor

Hi,

 

When i miss a call which comes into my Call Queue, it is not registered in my call history? Is there a way we can fix this? If not, what are the best practices to track the missed calls.

 

Thanks,

Shravan

1 Reply
best response confirmed by ThereseSolimeno (Microsoft)
Solution

Hi @shravanDH 

The best way I've found is to enable Conference Mode on the Call Queue and setup an iPhone with Teams where either a dummy user or an actual agent is signed into the Queue. This way missed calls are displayed as red in the iPhone's (not Teams App's) call history. There's no notification badge, meaning somebody has to check the iPhone's call history every now and then. You can however switch the view between all recent or just missed calls. You can also see calls which were answered on another device / by another agent (shown in white/black depending on dark/light mode) if you tap on the entry to see the call details. This does not work on Android. I hope this helps.

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