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Joseph Owen avatar image
Joseph Owen asked kim commented

Desktop App: not ringing long enough

U.S - Premium - Enterprise
No case number - yet

My Customers are complaining that their soft phone rings notifying them of a call but the notification window goes away to fast for them to answer and the call goes on to the next available user/agent. Is there a setting for this somewhere?
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kim avatar image
kim answered
Under Users > Call Handling & Forwarding > First ring Desktop App & Smartphone...is the number of rings increased to an appropriate number? Try checking this under their settings and let me know. 
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Joseph Owen avatar image
Joseph Owen answered kim commented

Under Users>Call Handling & Forward>First Ring: Desktop App &Smart Phone there is no place set "number of rings". When I click on "Desktop App & Smart Phone" it gives me the option to turn on/off app notification. If App notification is "on" then it allows me to set the number of seconds before it forwards the call to the next number I have setup.

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kim avatar image kim commented ·
So with this setup, it's only giving them the pop-up for a few seconds, and they don't have enough time to answer it? Correct? 

Which version of the SF do they have? 
Are they logged in with their Digital Line (not main number + ext)? 
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kim avatar image kim commented ·
So her cell phone should only be ON if she wants to receive calls on it.  Otherwise turn it off.  I think increasing it from 5 to 20 on the SF should be good.  Try testing now and see what the results are...

[You are correct, the SF should NOT be listed under "then forward to..."]

-Does  she not want to ever take calls on the hardphone? Is that why it's off?
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kim avatar image kim commented ·
Ok.  Try testing now and let me know :-) 
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Joseph Owen avatar image Joseph Owen commented ·
Will do. Will post tomorrow. Thank you so much!
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Joseph Owen avatar image Joseph Owen commented ·

Changing that setting and making sure users logged in with their account number seems to have resolved my ring time issue!

Thank you!

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