Idea

Ryan Oley suggested Oct 8, '15 kevin-hoffman commented Jun 18, '20

Call Logs: Call Queue not to show 'missed call' when a call is answered by another user in Queue

We are a small business where anyone of our four employees can answer any incoming call. We have a Call Queue set up so that all the phones ring simultaneously, and this works well. The issue is that when a call comes in to our main number, it is forwarded to the Queue, and it is answered by one phone, the other three phones show missed calls.

The call was not missed in fact, it was answered by a different phone. This should not appear as a missed call on the phones that did not answer the call. This creates a problem for us because now every call we get is a 'Missed Call' on all the phones that did not answer it. This makes the Missed Call feature useless..

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regina213 commented Oct 8, '15

This has been a point of contention in our department for many years! I hope a fix is possible- that does not involve changing to sequential ringing.

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chris-marshall4507 commented · Feb 28, 2017 at 05:36 PM

I have sequential ringing set on our groups and you still get the same problem, big issue for us as the teams are judged on missed calls and the current report is useless.

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jared-wiener commented · Apr 10, 2020 at 05:36 PM

has there been any solution to this problem from RC? We are a new customer and can't seem to find any answers. If this isn't addressed we will have to find a new phone company soon.

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johnson-panyanouvong commented · Apr 24, 2020 at 01:58 AM

Does ring central even use these forums to help customers or let them find their own solution. Whats the whole point of a queue call if it annoys the hell out of its users.

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garybradshaw12022 commented · Feb 28, 2017 at 05:41 PM

This has been an issue for a long time. It's hard to learn a whole new system so I am still here.

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31-khalid10390 commented · May 30, 2018 at 03:10 PM

I am going to make this issue public so other new customers should not make the mistake we did to go with Ring Central. The funny thing is that I called Ring Centreal customer service they ask me to request this option in the community while there is already many people having this issue but no one care about their issue. At the same time they dont understand that I am asking to add an option, I am asking to fix this bug and remove this option.

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garybradshaw12022 commented Oct 17, '15

The definition of "missed" "connected" "accepted" need to be either changed or changeable.

missed should really mean missed
accepted should mean someone talked with the caller
connected is useless
IVR means they connected to an IVR

I am sure there are other ideas.

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debra-gardner commented · Jul 03, 2019 at 04:51 AM

I agree!

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blaine-horvath256 commented Nov 12, '15

This reply was created from a merged topic originally titled Call Logs: Call Queue to show which user picked up, not "missed call". Hello! I spoke with Gem over the phone and case #04105760 was created. We would love to have the Call Log show which "Agent" picked up the phone. Instead of showing "Missed Call" for the other agents when we know that one of our agents picked up the incoming phone call. Currently we have three extensions tied to 1 incoming call. Thanks and we hope this can be created immediately!

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garybradshaw12022 commented Nov 12, '15

I totally agree with this. The call was not missed. Since this is reported incorrectly it is hard to tell how many people we need during what hours.

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regina213 commented Nov 12, '15

Have been struggling with this for years.

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mike commented Nov 17, '15

It should only say " missed" if the caller actually hangs up. If someone answers the call it should say "stopped". It's possible the caller hung up, then called back and got picked up.

Mike

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julie-herrin257 commented · Nov 17, 2015 at 09:00 PM

Hi Mike!

Thank you for your response! It absolutely is saying "missed". I can sit next to my colleague and when they answer the phone the call shows as "missed" on my screen. Perhaps this is a bug you could look into? I've never seen it say "stopped" and we've had the system up for many weeks now.

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julie-herrin257 commented · Jul 07, 2016 at 07:57 PM

@Mike This is still an issue. Can you all please address, particularly given how many people are experiencing this? I have still never seen a "stopped" call. Thank you!!

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mike commented · Nov 17, 2015 at 09:07 PM

Julie, Please use this link to open a case and include screenshots with details, number called, number called from, time, dates, etc. Open a Case

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Ryan Oley commented Nov 17, '15

Hi Mike,

Thanks for getting back on this. Julie is correct, the phones say Missed in every case. We sit in a common room and every time a call comes into the queue, every phone says 'Missed Call' except for the phone that answered the call (if it was picked up).

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mike commented · Nov 17, 2015 at 09:22 PM

You'll want to look at the actual call logs, not the phone. The call log will show "missed" when the caller hangs up, and "stopped" when it's answered.

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Gary Bradshaw commented · Nov 17, 2015 at 09:29 PM

But missed is only true when a call was connected and no one answered it. It should say "Hang Up" when the caller hung up.

Missed makes it sound like we did not answer the phone.

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roundabout-a-m337 commented · Nov 17, 2015 at 09:40 PM

Would love for the phones to be able to differentiate because the call log is not something we look at throughout the day. We want to rely on the message displayed on the phone itself and not have to verify with a log online.

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kim commented · Nov 17, 2015 at 09:39 PM

This works the same way your cell phone does...if I call your cell phone Gary and hang up it will show a Missed Call on your cell. Same principle applies with RingCentral.

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garybradshaw12022 commented · Apr 15, 2016 at 06:01 PM

QUE calls are not the same as my cell phone.

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michael12345678910111213 commented Apr 15, '16

Is this still an open item, or should I start a new one? not sure how this topic went off onto issues with the call log. BOTTOM LINE, as the original poster stated, I have a new customer with the same exact issue...four people in the call queue for all incoming calls into the main number...for anybody that doesn't answer the call, they have a missed call on their phones...meaning they come back to their desk, and it's lit up on the VVX500 with a big red 12 (meaning there were 12 calls that came into the queue) that they didn't personally pick up. THAT'S NOT HOW IT SHOULD WORK. They didn't "miss" 12 calls. The only time they should have a missed call is if somebody called their extension directly.

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garybradshaw12022 commented · Apr 15, 2016 at 06:00 PM

This has been an issue since I had my phone system, maybe 3 or more years. The definition of missed call is simply wrong when more than 1 phone is part of a QUE.

The fact is NO CALL WAS MISSED.

When I see this in my call log how do I ensure customer satisfaction and not ask my team to do a better job when MISSED call is not really missed.

Also, missed should not be a possibility until the greeting is over.

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Ryan Oley commented Apr 18, '16

I have not received any update on this feature and this still remains an issue for us. Please write back here if you get anywhere on this. For something that seems so obvious to the user, its amazing no progress has been made on this.

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David Freitas commented Jun 1, '16

This reply was created from a merged topic originally titled Missed Calls/Queue. Would it be possible to make "missed calls" distinguish between direct calls and queue calls on the softphone? I don't "miss" the call when it comes into our queue , our lines all ring simultaneously and someone else answers. I only miss calls if someone calls my direct line and I don't answer and right now I can't make that distinction. I use the US desktop service.