How Missed Calls Work with Simultaneous Ringing

How Missed Calls Are Handled with Simultaneous Ringing:

1. An incoming call is routed to the configured team.
2. All users included in the routing configuration are notified and their devices ring simultaneously.
3. If any user answers, the call is assigned to that user.
4. If no user answers, the call is recorded as a missed call and remains unassigned.
5. The missed call notification is currently sent to the Administrator.

Why don't Agents receive missed call notifications?

Users with the Agent role have restricted access to call data belonging to other users. Since a missed call received through Simultaneous Ringing is unassigned, allowing individual Agents to access the missed call would require access to the relevant team call logs. Therefore, Agents do not currently receive these missed call notifications.

Workarounds for Missed Call Visibility:

There are two possible workarounds:

1. Create a Custom Role with Call Log Access

A Custom Role can be created with the required permissions to access Call Logs and Missed Call Notifications. This allows the assigned users to view and follow up on missed calls routed to the team.

Note: Users with these permissions may also be able to view call logs belonging to other members within the same team.

Learn more: How to Create a New Custom Role in FreJun?

2. Use an Alternative Call Routing Method

Instead of Simultaneous Ringing, you can use another routing method such as:

• Round Robin
• Fixed Order
• Sticky Routing
• Longest Idle

With these routing methods, the incoming call is assigned to a specific user.

If the assigned user does not answer the call, the call is still recorded as a missed call under that particular user. This allows the assigned user to identify and follow up on the missed call.

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