Showing 17 ideas for tag "response"
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Lync Server

New Routing Method - Status Selection

We would like a feature to select the method (Parallel, Round-Robin, Agent, ...) and which status we would like to use with it.

For example, I would like to use the Parallel method for all calls unless an Agent is "In a Call" or "Do Not Disturb". I would want their phones to ring in this method if they were any other status.

To offer a new call to all available agents at the same time, click Parallel. The call is... more »
(@weakestlync) kudos icon +

Lync Server

Response Group Reports drill down into Abandoned

Out of the box the RGS reports are quite good. The biggest complaint I get is when customers see the abandoned calls percentage then ask "Why were these abandoned?".

You have to drill down into offered calls and work it out on the SIP response codes. It would be a lot better if there was an "Unanswered Calls" column that you could drill down into. This would just need to show the call and why it wasn't answered.... more »