OXO Connect Hunt Group Missed Calls showing on all Rainbow Clients

May 04, 2020 14:18

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.

Comments

5 comments

Tamas MESZAROS

May 04, 2020 14:22
We have customer with the same problem
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Brian BIRD

May 05, 2020 01:17
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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Wout BUYS

November 23, 2020 08:37
We also have a few customers with the same issue.

It would be a very welcome and needed feature to not show missed calls that were answered by someone else.
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Andy JONES

February 18, 2021 18:17
I agree. We have encountered this issue with multiple end users .A resolution to this issue would be welcomed.
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Jeroen GREVENSTUK

May 09, 2022 08:39
We also get complains about this from several customers, this would be an enhancement that makes the hybrid solution with OXO connect and rainbow more relevant for existing SMB customers.
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