OXO Connect Hunt Group Missed Calls showing on all Rainbow Clients
We encountered a lost sales opportunity because of a feature on Rainbow / OXO Connect tie-in. Was raised previously through our VAD on February 2019 but still basic call handling integration lacking.
With the OXO Connect, a call comes in to a hunt group (In this case Sales Group) and the members all/or some have Rainbow clients associated. The incoming call is taken by one user, all the other Rainbow users register a missed call so do not know if this has been answered or not, in the particular customers business, all missed calls are dialled back to follow up a possible sales lead this the caller receives a number of calls back from the sales group members and potentially the business loses the opportunity due to unwanted follow up calls.
Requirement to enhance the Rainbow product to show if a call that is answered on the Alcatel OXO Connect either on the linked handset or by another user on incoming call does NOT note it as a missed call on the Rainbow applications of all the hunt group members, purely as an incoming call which was answered by another extension.
As you have highlighted, many users have expressed an interest for parallel hunt groups to be supported in Rainbow. I know the ALE Rainbow Support team is aware of these requests and are looking into it. From what I understand it is not a straight forward feature enhancement.
In the meantime, for our customers that want to deploy the Rainbow over webrtc and also use a hunt group, we have recommended changing the group from parallel to either cyclic or sequential so the calls are presented to one person in the group at a time.
For our customers that wanted members to be in a parallel group and accepted the missed call issue, we have programmed a virtual extension so that if a call is left unanswered it goes to a VM box specific to the group, and then an email with a wav file of the VM is attached and sent to all members of that group.
Although this does not answer your feature enhancement, it may be a work around solution to ensure you do not miss any additional sales opportunities in the meantime.
The additional programming would need to be done by your ALE partner.
I hope this helps.
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