atcomsystems.ca/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems Abandon call at station

The Abandon call at station button which we refer to as Caller ID works great, but we have a few users that are part of a call center. Would it be possible to add a button to show the ACD calls that were routed to their phone similarly to the "Abandon call at station" button?

There is a button for abandoned calls to an ACD Group, but it won't distinguish which extension abandoned the call, owing to the way ACD calls are processed.

If a user allows a call to ring without answering it at their extension when logged in, a timer expires which sends the call to a 'Super Group' which is effectively ANY logged in ACD agent irrespective of which group they are logged into. It also places the agent who let the call ring into Unavailable mode. So in effect, the call isn't considered abandoned because it's still being routed.

I believe the TASKE software suite has provisions for actually pinpointing which extensions are missing calls, but it's an expensive way to find out who the slackers are.