If our call center manager is in the queues but turns off the button to "Accept Call Queues" while still being available, the calls do not ring the actual mobile app or RingCentral Phone app. The mobile app will ring for half a second and our Kuando Busylight (fully integrates with RIngCentral) will continue to ring. A missed call notification is received once the call is ended. The manager has no way to answer the call that a call queue member transferred to her.
The call queue manager does not always need to be accepting calls, but will jump in when it is busy. She needs to be able to take calls that are transferred to her by her call center team. The call center lives in the RingCentral Phone app. Having to actually remove herself from queues is an unacceptable work around here.
I have worked with premium support on this. The conclusion by the agent is that this is not a bug and working as intended.
The call queue manager does not always need to be accepting calls, but will jump in when it is busy. She needs to be able to take calls that are transferred to her by her call center team. The call center lives in the RingCentral Phone app. Having to actually remove herself from queues is an unacceptable work around here.
I have worked with premium support on this. The conclusion by the agent is that this is not a bug and working as intended.
