Call Queue: Ringing Order in Call Log?

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brandon-scivolette1312 asked Nov 4, '16 mike commented Jan 18, '17

Call Queue: Ringing Order in Call Log?

Good Afternoon,

The majority of inbound calls are routed through call queues, which are then set to simultaneously ring available users. While reviewing the call log I noticed that the ring events were essentially duplicated, where it showed each user twice. The first result for each user shows the action as "VOIP Call" and the second as "Find Me". You can see this in the attached screenshot.

Ultimately, everything is working (for the most part) as it should be. So, my question isn't prompted by a problem as much as general curiosity. Is this what I should be seeing in the call log? Or is there perhaps a setting or configuration which is incorrect?

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Answer 1 · 2016-11-04T18:25:34Z

danno147 answered Nov 4, '16

Are the Queue members using a desktop phone? Are they also ringing their APP for Queue calls?

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Answer 2 · 2016-11-04T18:35:29Z

brandon-scivolette1312 answered Nov 4, '16

Good question. All users have a Polycom desk phone and, since they have multiple monitors, they use the RC Desktop App as well. The RC App is only there for reference (e.g. HUD status), so they don't actually use it to make or receive calls.

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Answer 3 · 2016-11-04T18:39:15Z

mike answered Nov 4, '16 mike commented Nov 27, '17

It looks normal based on the definitions here: Call Log Overview.

Unless you are not forwarding???

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brandon-scivolette1312 commented · Nov 04, 2016 at 06:43 PM

Except the call I referenced in the screenshot was inbound, not outbound.

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mike commented · Nov 14, 2016 at 09:43 PM

Hi Brandon, It's displaying this way (even though the initial call was inbound) because it was received by the queue, and it's showing the VoIP Call dialing out because it's forwarding to the other three numbers.

Mike

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Answer 4 · 2016-12-23T14:53:42Z

account3339 answered Dec 23, '16 mike commented Nov 27, '17

We are also having issues following the path of the call through the call log. We have IVRs set up and call queues wich ring memebers simultaneously, with a combination of Polycom VVX-410s and desktop apps. It appears that calls to the queue ring out to members individual forwarding paths. I've reviewed the call log info and still have trouble following. I don't see a definition of SIP Forwarding. I've had reports that "multiple" calls are ringing through to individual extensions, and it appears to be the same call perhaps following different paths. It just doesn't seem as clean as some examples provided. It starts by showing the call queue multiple times and it seems to intertwine forwarding with call queue.

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mike commented · Dec 30, 2016 at 06:31 PM

Account,

The calls shouldn't be taking different paths, but, I do know these logs can be confusing. I'm double-checking to find out exactly what the SIP Forwarding is and I'll updated this thread as soon as I can confirm.

Mike

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account3339 commented · Dec 30, 2016 at 07:32 PM

Mike,

Thanks for the reply. Are you also able to confirm whether or not a call queue call will follow forwarding paths from the extensions included in addition to ringing the call queue? To provide additional detail, in the sample above, Yomaris has Floyd and Ruben in her forwarding path, so it appears to me that the call is ringing to Floyd and Ruben both from the call queue and Yomaris' forwarding. My original understanding is that a call would only follow one path, so in this case, it should follow the call queue and not Yomaris' forwarding (if that's what it is doing).

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mike commented · Jan 11, 2017 at 07:31 PM

ACCOUNT, Sorry for the delay on this. Do you still need help with the forwarding? If so can you give us a call for this issue. It' probable best to go over this on the phone.

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account3339 commented · Jan 17, 2017 at 07:48 PM

Thanks Mike. It is really a combination of interpreting the call logs in conjunction with how a call queue processes ringing the members' extensions. I'm working with my account management team and they are setting something up with additional resources. We'll see if they can shed more light on it.

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mike commented · Jan 18, 2017 at 05:55 PM

OK.. thank you for the update!

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