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Missed calls are not shown on history that came through call queue
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
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.
- Hey everyone!
I just wanted to let people know who are experiencing the frustration that is having a call queue that doesn't record missed calls that I was able to find a workaround.
If you create an Auto Attendant and assign it a resource account with a phone number, you can have that Auto Attendant reroute the call immediately to one individual user. Then, have that individual user's forwarding rules set to route a call that is not answered by them to a "Call Group". Add all necessary users to the call group and set the group to either receive the forwarded call simultaneously or sequentially. What this ultimately does is route a mainline/call queue phone number to an single user's Teams phone number and Teams recognizes that it should always record a Missed Call if a call is directed to the user specifically.
I know it's a rather janky solution, but I was able to set this up for a branch in our company and they prefer this option compared to no Missed Call records at all.
I hope this helps for some people out there! - Hello,
We have exactly what you're looking for! Our solution offers a simple and effective method to display and evaluate missed Teams Call Queue calls. Additionally, our solution features a user-friendly 1-click callback button, allowing you to quickly and effortlessly reach out to your customers. You will also have access to all relevant information such as the caller's phone number, time, and date of the missed call.
If you need any further information, please don't hesitate to contact me.
Best regards,- We did look at your solution previously. Unfortunately, we are subject to several compliancy requirements which exclude foreign hosted solutions. Would love to have you spin up a copy of your solution in the Azure or AWS US locations. 🙂
- Hello Dave, I have sent you a private message with a potential hosting solution. Best regards.
https://feedbackportal.microsoft.com/feedback/idea/cad91ec6-523b-ed11-a81b-000d3a7dd504
Please upvote this everyone, we need to get them to listen!
Unfortunately the feedback is older than 15 months and was deleted. Please follow the links for similar requests but are "feedback collections" which will survive the 15 months deadline:
Show call history for calling queues, including which user answered the call · Community (microsoft.com)
Add ability to access basic reports and call lists for queues and AA · Community (microsoft.com)
Please keep upvoting and comment even if the original feedback is not exactly what you want. Thank you!- Thank you for the link.
- We had the same problem and finally used an integration to do fix that. The software we use is: https://www.roger365.io/ .
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.
