Automatically synchronize Processing Results for Repeat Calls

The auto-sync for processing results of repeat calls allows the system to automatically apply an updated processing result to all missed or abandoned calls from the same caller to the same queue within a specified time range, which helps maintain consistent call records and prevents multiple agents from making duplicate callbacks to the same caller. This topic describes how to enable the auto-sync for processing results.

Requirements

The firmware version of PBX server is 84.19.0.110 or later.

Procedure

  1. Log in to PBX web portal, go to Call Features > Queue.
  2. On the top of the page, click Options.
  3. In the pop-up window, do as follows:

    1. In the Auto-sync call disposition results for repeat callers in the same queue drop-down list, select Enabled.
    2. In the Time Range (X hours ago) drop-down list, specify the time range for syncing call processing results.

      This setting determines that, starting from the time when an agent manually updates the processing result for a missed or abandoned queue call log, all missed or abandoned call logs from the same number to the same queue received in the preceding {X} hours will be synchronized.

      For example, if you set the time range to 2 hours, and update the processing result of a missed call log at 3:00 PM, then call logs of all missed calls from the same number between 1:00 PM and 3:00 PM will be synchronized.

    3. Click Save.

Result

When the processing result of a missed / abandoned queue call is updated, other missed calls from the same number to the same queue within the specified time range will be synchronized with the updated status.
Note:
  • Synchronization is only triggered when the processing status moves forward (e.g. from Not Dealt to Dealing).
  • The operation details of the synchronized missed call logs will show "Auto Sync" to indicate that the results was updated automatically.