Client Scenario: Call Routing Behavior

The client reported an issue with call routing behavior when calls are forwarded from the front desk to caregivers. Specifically, when a call from a specific unit (e.g., LAB) is transferred to a caregiver (e.g., RN) and the caregiver misses the call, attempting to return the call from the missed call log routes the call back to the front desk instead of the original calling unit.

Example Scenario:

• LAB calls the Front Clerk

• Front Clerk forwards the call to RN

• RN is unable to answer and sees a missed call

• RN selects LAB from the missed call log to return the call

• The returned call routes to the Front Clerk instead of LAB

As per Jira CASE-4970, this behavior is identified as a feature request rather than a bug. An enhancement request is being raised to support direct callback routing to the original calling unit.