Simultaneous Ring on ALL Phones in ACD Scenario?
I work in a Network Operations Center (NOC) with 4 physical locations working at the same time and we currently have a Call Answer Group in place with Bridged Appearances. This setup allows for all phones to ring simultaneously and anyone can pick up the call from any location.
The situation I described above works perfect for our needs except for the metrics we'd like to capture. We want the ability to track individual call metrics, meaning we want to see who's answering the phone and who's not. I was told the only way to get an individual metric is to go to an ACD scenario BUT that requires calls to be delivered to individuals rather than all phones ringing at once.
I'm posting this message to see if there are any options out there in which we can track individual phone metrics BUT at the same time allow for all phones to ring simultaneously?
The situation I described above works perfect for our needs except for the metrics we'd like to capture. We want the ability to track individual call metrics, meaning we want to see who's answering the phone and who's not. I was told the only way to get an individual metric is to go to an ACD scenario BUT that requires calls to be delivered to individuals rather than all phones ringing at once.
I'm posting this message to see if there are any options out there in which we can track individual phone metrics BUT at the same time allow for all phones to ring simultaneously?
