Automatically Synchronize Processing Results for Repeat Calls

When the same person calls a queue several times without reaching an agent, each attempt lands as a separate missed or abandoned call log. Auto-sync ties those logs together: once an agent sets a disposition on one of them, Cloud Voice copies that result to the caller’s other missed or abandoned calls to the same queue within a time window you define. The records stay consistent, and no second agent wastes a callback on a caller who has already been handled.

Before you begin

Your phone system must be running firmware version 84.19.0.110 or later.

Turn on auto-sync

1. Sign in to the management portal and open Call Features > Queue.

2. At the top of the page, click Options.

3. In the dialog that appears, configure the following:

   

   a. Set Auto-sync call disposition results for repeat callers in the same queue to Enabled.

   b. Choose a value for Time Range (X hours ago). This is the look-back window applied at the moment an agent updates the disposition on a missed or abandoned queue call log: every missed or abandoned log from that same number to that same queue in the preceding X hours is brought in line.

   For example, with the range set to 2 hours, if you change the disposition on a missed call log at 3:00 PM, the system updates every missed call from that number received between 1:00 PM and 3:00 PM.

   c. Click Save.

   Caution

   The look-back window is measured from the moment an agent saves the disposition, not from when each call arrived. If you set it shorter than the gap between a caller’s repeat attempts, the earlier calls fall outside the window and can still prompt a duplicate callback. Choose a range wide enough to cover how long a caller typically keeps trying.

What happens next

From now on, updating the disposition of a missed or abandoned queue call automatically applies the same status to that caller’s other missed calls to the queue that fall inside your time range.

Note

• Syncing runs only when the disposition advances, for instance, moving from Not Dealt to Dealing. Moving a status backward does not propagate.
• Each log updated this way is stamped Auto Sync in its operation details, so you can tell it was changed by the system rather than by hand.