Set up call group notifications

Make sure missed calls to a team belong to someone, instead of disappearing into a queue nobody checks.

Make sure missed calls to a team belong to someone, instead of disappearing into a queue nobody checks.

The problem this solves

When a call to a personal extension is missed, that person knows. When a call to a group is missed, it belongs to everyone, which in practice means nobody. Customers who were not called back rarely complain; they just go elsewhere.

Name a missed calls manager

1. In WMS, go to Dialplan > Call Groups.
2. Select the group and open Edit strategy.
3. Set the Missed calls manager to a specific person.

That person receives missed call and voicemail notifications for the group. One named person, not a rota, because shared responsibility is what created the problem.

Make it visible on a desk phone

Add a voicemail function key subscribed to the missed calls manager. A lit key on a reception desk is harder to ignore than an email among fifty others.

A dummy user instead

If you would rather notifications go somewhere shared than to an individual, a dedicated user can be created for the purpose. That needs a subscription of its own, so it is a paid addition. Ask us if that suits you better.

Check it works

Call the group from outside, let it ring out, and confirm the notification arrives. Do this after any change to the group, because reassigning members is the moment this quietly stops working.

See also

• Create call groups and pickup groups
• Enable callback for a call group