@Nebulak wrote:
First let me start with our general setup. We are a high volume call center and have and landline that is forwarded to our SIP provider. The calls then move into a queue where everyone in that queue is rang at once. If someone does not pick up the call it moves to a second group where a different group of phones are all rang at once. The same happens for a third group, after which the call goes to voicemail.
What we have noticed is that sometimes calls that have been answered, remain available for some of the other phones that were rang with the call but did not answer it. These "stuck" calls remain in the call list on our digium D50 phones. Sometimes it actually causes and audible ring and sometimes not, but when our support technicians try to answer the call they get nothing. They cannot move on to another call until they've manually ignored the call with their phone.
Is there any suggestions on why this may be happening or suggestions for a better queue / ring strategy for a quickly growing call center? Thank you in advance.
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