Track inbound calls originating from unmonitored devices to monitored devices
Currently, if an unmonitored user makes an inbound call into a monitored user or service (HG, queue), the call is not tracked in Akixi. This request is track all calls regardless if the calling party is an unmonitored user or not.
Scenarios:
• If a non-user was to call in from any phone, it would be reported in the. Agent/queue stats because it was a call to the queue.
• If an un-monitored user was to call in from their cell phone, it would be reported in the Agent/queue stats because it was a call to the queue.
• BUT… if that same un-monitored user was to call in from their work phone, i.e. the phone we want them to use… the system would ignore the new call into the queue simply because the caller was not monitored, despite the fact that the customer is paying for every one of their agents (and queues) to not only be monitored but to also have the ACD Agent Client.