In Infra 8, when you forwarded a call to a Group, the Physical Status of the call was set to "Forward To The Group"; if you forwarded to an individual it would be "Forward Internally".
In Service Manager (9.1.2), when we forward to a group, or an individual, the Physical Status is "Forward Internally" for both.
We have users who like to colour code the Calls Outstanding view so calls forwarded to them directly are coloured differently to those forwarded to one of their groups. I can't see a way of doing this in Service Manager now this Physical Status value is the same.
Is there a way to change the Physical Status when a call is forwarded to a Group so it is different again to when it's forwarded to an individual?
Thanks, Ian