Call History

A queued call is inserted in history as soon as it leaves the queue.

Information stored in history depends on the way the call leaves the queue:

1.The user picked up the call:

 A received call mentioning remote party identity is added in history.

2.Another attendant console user picked-up the call:

 A received call mentioning remote party and picker identities is added in history.

3.Remote party cancel the call before any user pick it up:

 A missed call mentioning remote party identity is added in history.

4. Call retention period expires before any user pick up the call:

 A missed call mentioning remote party identity is added in history.

Limitations

Following limitations impact queued call history:

1.User line has to be registered at the moment the incoming call reaches the system in order to log that call. If user registers the line (or login) while the call is already in the queue, no entry representing that call is added in the call history.

2.If queue line is shared with a IP Phone, calls picked-up by the IP Phone are logged as missed call in history.

3.A queued call generates only one entry in history. If queue call return behavior is activated and user presses hold button in order to put the call back in queue, no new entry is generated when the call leaves the queue.