notes/_ARCHIVE/meeting_notes/Call System Review.md

tags, meeting_date, project, attendees

tags	meeting_date	project	attendees
meeting-note	2025-08-19	3cx	Ty Kelsey Dillon Jazzy

MEETING: Untitled

Primary Objective(s)

A one-sentence summary of why this stupid meeting was called.

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General Notes

• Callbacks
  • Off by default
  • Has 2 activation options
    • Caller activated (Press 2 for call back)
    • Timeout based (Offers call back to caller after set time)
  • Works by adding a call to the queue when an rep is available
    • This means the call is subject to the same timeout as other calls
      • For example if the queue has a 60 second timeout, then if the rep assigned the call back doesn't "pick up" it'll drop the call back
        • Note sure what happens after that, but seems like the call back just disappears and the user doesn't get another one
• Call routing and voicemails
  • AGL Call Flows
    • Auto attendants
      • New AGL Main
        • Primary AA for AGL calls
        • Numbers on the website and on google search results
        • gives customers region based options
          • SoCal, NorCal, Vegas, South Florida, other
            • Other routes them to either the AGL all reps or the AGR National queue based on what they are looking for
    • Call queues
      • Showrooms
        • All show rooms have their own call queues with reps from that showroom in it
      • Regions
        • The regions that you can reach from the Main AA
          • SoCal, NorCal, Vegas, South Florida
        • These have reps from those regions in them, typically from different showrooms in that region if there are more than one.
      • AGL All reps
        • Used as a catch all queue if user is not in a region we have a call queue for
        • All queue set to Ring All reps at once when a call comes in.
      • All AGL call queues follow a similar structure for missed calls
        • After a set period, typically around 30 seconds if the customer has not connected to a rep they are sent to the SSA AGL call queue
          • the SSA call queue also has a timeout of about 30 seconds, after which SSA will get a voicemail emailed to one of their group mailboxes
      • Most call queues are set to either Hunt Random Start or Round Robin for the call distribution method
        • Hunt Random Start - Picks a rep randomly in the list of reps to start, and then goes down the list from there.
        • Round Robin - Starts at rep 1 on the list and goes down the list till it finds someone. Once the next call comes in it will start at the person next on the list and then keep going down, cycling through the list
• Distro List voicemails
  • Much easier to just use a user account for that.
  • Also allows us to set a custom voicemail message for that "user" so we can have custom voice mail messages play.

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Intelligence & Debriefing

Cues / Action Items	Notes
Make Flow Charts of the Call queues	Need new flowcharts for the flow of calls on 3CX to see how all the calls are routed
Cafateria Creative	Remove CC phone number as it only gets fax calls right now

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Final Summary

A 1-2 sentence summary of the outcome of the meeting.