When a user is an agent of a Response Group, he will receives voice calls via the Response Group Service. Because calls are not originally targeted at this user in particular, no missed call notification will be generated. This behavior has been designed for two reasons:
- If parallel routing is used, an agent, even willing to accept calls, may get a lot of such notifications, such making the "missed call notification" feature less useful.
- It may be confusing for informal agents to receive such missed call notifications as their main activity is not to answer RGS calls.
Note that conversation entries will be available for RGS calls.
Stéphane Cavin