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mudassar.khalid
Beginner

Missed calls on ACD lines

I have a UCCE 8.6 customer with multiple lines option and planning to cosolidate Agent lines for better reporting or so. means going to remove ACD internal line and will be having a single line only . that single line is also a DID line and end customer can call agents by dialing DID directly. its a one to one relation between customer and Agent. Now during an ACD call, if an end customer dial DID line which is busy off course, it brought customer to the voicemail. Now, if customer dont record his message, we wont have this call in the missed call directory. Agents are used to have missed calls and return calls back to their clients currently at this time, having multiple lines. Anybody having a similar situation and come up with a solution provided with a single line?

Thanks,

Mudassar

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1 REPLY 1
Chris Deren
Hall of Fame Master

Since the ACD line has to be configured with busy trigger of 1 there is no way to record the call as missed call as it will follow forward busy path immediately.  I suppose the only way to see those calls (if no voicemail is left) is to track them in CDR records.

HTH,

Chris

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