Calls with Multiple Stages

The information shown in ComView in regards to caller details are the number calling and the first point of contact. As only the first point of contact is shown directly, there are some considerations for;

  1. Calls that have been transferred to other users
  2. Calls that are received through a system extension, which are digital receptionists, queues or ring groups and they can be identified by the extension number starting with the number eight

In the below example, an external number called in and the first point of contact was the system extension 801, hence it is shown as the destination in the 'To' field. To see the full history of the call, click on the highlighted 'Journey' button.

inbound_call.jpg

The full call history will be shown in a new 'Call Journey' window, explanations for each step below;

  1. This is the external number calling in
  2. Call lands in a digital receptionist (system extension 801 - extension starts with the number eight, meaning that this is not a user extension)
  3. Call moves to a queue
    (system extension 804)
  4. Call is answered by extension 306
    (this is a user extension as it starts with the number three)
  5. Call is transferred by 306 to 305 and call is handled by extension 305

The system extensions used are detailed in the inbound call flows.

call_journey.jpg

 

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