288 - Coverage Answer Group
under review
Dave Larson
The current system is set up so that if you call into a coverage answer group and person A answers all other users in the coverage answer group show a missed call. Can we add functionality to the coverage answer group so that this does not show as a missed call? This adds confusion in our environment on who needs to be called back and makes the call history difficult to navigate through.
Thank you
IAUG
Avaya indicated to the IAUG volunteer team that this request is still under review. Aura 10.3 would be the earliest release it could potentially be implemented, so we will check back with them in May of 2025.
IAUG
The IAUG volunteer team continues to discuss this request with Avaya. As an alternative, Bridged Call Appearances do not seem to notify other team members that a call was missed, but mark it as "Answered."
Avaya Responses
under review
Anne Marie Oliver
You are absolutely correct Dave. I had not thought about this but it would be so much better if the call log for the other members of the cover answer group did not include the call that was answered by another member of the cover answer group. Thanks
IAUG
To clarify, the volunteer committee believes this request is related to CM only. We do understand it would be a great feature for ACO as well, but that should be opened as a separate request.
S
Slade Besson
Submitted to Avaya on 3/22/24
Dave Larson
Slade Besson: Is there an estimate of when this feature might be added?
Thank you
IAUG
Dave Larson, this feature request process has had some good deliverables, but it is difficult to estimate whether any individual request will ultimately be fulfilled, and if so, when it would happen. Sorry we can't give you more concrete information at this time.
J
Justin Daly
This seems to happen with Call Queues as well. It would be handy if the call was seemingly abandoned by all members of the group or queue then it should have been missed, vs, the device not answering the call missed the call.