DND and missed calls

[Chris Cunningham]

The people in my call centers are closely monitored for missed calls. I was under the impression that when they are on DND they will not be presented a call, and will go directly to voicemail, whether the origin of the call was a hunt group or a direct dial.
Lately my teams are saying they are getting missed calls against them, whether they are on DND or not. I use Chonicall to report on all call activity, and chronicall support verified that a ringing event was recorded for an inbound call that was a direct dial from the auto-attendant. Can someone confirm this? I want to verify if I am missing a setting somewhere that is allowing this to happen.

 

[holdmusic34]

If the system setting System | Telephony | Call Log | Log Missed Huntgroup Calls has been enabled, then missed calls for those groups selected are shown as part of the users call log. The missed calls are any missed calls for the hunt group, not just group calls presented to the user and not answered by them.

For users on DND, the call would probably log. How else will you know to call the person back when you become available after 'lunch'?


It's not rocket signs purple.

 

[amriddle01]

Why not make some test calls and watch what happens locally and on monitor and SSA simultaneously, don't rely on end users and Xima reports