Hunt Group Call History in Elevate apps allows members of a hunt group (HG) to view the whole hunt group history in the apps and it will also show a final status and HG name for every missed HG call. In addition, if a call was answered by an agent or another Elevate user, the agent can click on the user's name and open a 1:1 Elevate chat with that user.
Note: when a Hunt Group is set to Ring All and a user within that group misses the call, they will not receive a missed call notification on their Desktop app when the call is answered by another member of the group.
The list of statuses that can be shown for every missed HG call is as follows:
- Hunt Group name + Missed
- Hunt Group name + Incoming
- Hunt Group name + Answered by *agent/user name*
- Hunt Group name + Answered by *phone number*
- Hunt Group name + Forwarded after timeout
Example
How it works:
Alice - agent in HG1 group
Bob - agent in HG1 group
Charlie - agent in HG2 group
Dylan - agent in HG3 group
Eva - Elevate user, not HG agent
HG setting (managed by an admin in VCP) | Case | Result | Comments |
|---|---|---|---|
| No forwarding by timeout in HG or the customer dropped the call before forwarding | Both Alice and Bob missed the call | Bob and Alice see in their Call History (CH) this call as HG1 call with the status Missed | |
| Alice missed the call, Bob answered the call | Bob sees this call as an Incoming call with HG1 name, and Alice sees it as HG1 call with the status Answered by Bob | If the external call, we see CNAM: CNAM, HG name | |
| Alice answered the call, but there was no call to Bob | Alice sees this call as an Incoming call with HG1's name, Bob doesn't have this call in his CH | If an external call, we see CNAM: CNAM, HG name | |
| For the same call, Alice has one attempt missed and answered from the same attempt, and Bob has two attempts missed | Alice sees this call as TWO HG1 Incoming calls, Bob sees it as TWO HG1 calls with status Answered by Alice | ||
| Alice answered the call and transferred it manually to another user | Alice sees this call as an Incoming call with HG1 name, Bob sees it as HG1 call with status Answered by Alice | ||
HG has the forwarding rule enabled:
| Both Alice and Bob missed the call | Bob and Alice see in their Call History (CH) this call as HG1 call with the status Forwarded after timeout | |
HG1 has a forwarding rule enabled:
|
|
| |
|
| ||
|
| ||
HG has forwarding rule enabled:
|
|
| |
|
| ||
HG has forwarding rule enabled:
|
|
| |
|
|
FAQ
You should be an agent at least on one HG or AHG.
I missed the call, but do not see it in the call history
The call can appear in your call history only after it ends for all agents/after all forwarding. To check it you can use the new Reload button to renew the page.
How do the new filters work?
If the user is an agent, he/she has 3 filters in call history instead of two: All, Hunt Group missed calls, and Personal missed calls. New filer Hunt Group missed calls show only calls missed by all agents in the group.
I know that the call was dropped (ended), but I don't see it in the Call History, why?
There is no automated Call History update after the call ends. Please reload it using the corresponding button
I know that the customer was calling the HG, but I don't see the call and a reload doesn't help. Why is this?
If the call was routed to me with Auto Attendant (AA), will I see the AA name?
Yes, you have info about HG, AHG, or AA in the call you received.
I have an old HG call, but I don't see any details for it, why?
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article