What the customer should take away
- A picture of the finished canvas.
- An overview of who administers which objects — the product does not hold this in one place, so it has to be kept outside it.
- The chosen thresholds for callback and failover, with the reasoning behind them.
- An agreement on who maintains holidays next year.
The three support cases you will get
| Symptom | Cause in nine cases out of ten |
|---|---|
| "Calls land in the wrong place in the evening" | A missing After business hours callflow, or the wrong time zone under Basics. |
| "Callback is never offered" | Thresholds set too tightly, or the hold music was changed. |
| "Calls disappear when nobody is signed in" | Unmonitored is set to No action. |
The full symptom lists are in Troubleshooting: calls land in the wrong place and Troubleshooting: callback and queues.