Call Handling for Call Queues and Extensions

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lee2 asked Sep 11, '18 saadetswift16514 commented Sep 17, '18

Call Handling for Call Queues and Extensions

Is there a reason why the Call Handling and Forwarding for an extension cannot be like a Call Queue? We use Custom Answering Rules to create ring groups for all of our locations. ( Tried to use Call Queues for this but the audio cuts out on incoming calls.) When you forward to an extension and you set up the call handling and forwarding, you have to add the desk phone and the softphone for an extension separately. In a Call Queue you only have to add members so both the desk phone and softphone for the extension are added together. Especially since the softphone nicknames do not update. If you are adding the extension from the user name on the phone you have to go and find the extension for the softphone, if it is list only as "softphone",

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Answer 1 · 2018-09-11T18:51:22Z

taylor9773 answered Sep 11, '18

Your question is a little difficult to understand, but you do know that you can add an extension from the user list right? Use the 'Forward to other's phones' option.

If this isn't what you mean, please clarify.

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Answer 2 · 2018-09-12T21:24:03Z

lee2 answered Sep 12, '18 saadetswift16514 commented Nov 18, '19

Yes, but you have to add the desk phone and the soft phone separately. In a call queue when you add the extension it rings to both the desk phone and the soft phone based on that extensions call handling and forwarding setup. In a ring group or when you are forwarding to other users phones and you are selecting from the list, the desk phone and soft phone are 2 separate entities with the same extension. I hope that makes more sense. I think that you should be able to add the extension which includes the desk phone and soft phone under "forward to other users phones" and then turn off the desk phone or soft phone under the specific extensions settings if you don't want to use one of them.

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saadetswift16514 commented · Sep 13, 2018 at 05:50 PM

Hey Lee, Ring Groups and Call Queues serve different functions which is most likely why they act differently (since I didn't program them I can't say for sure :P ).

I know what you mean about the whole Softphone name issue, it can get quite confusing! You can rename softphones, so that would be helpful when adding them to Ring Groups.

Now, it's weird that you mentioned this set up wasn't working for Call Queues, due to audio issues, could you expound on that?

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lee2 commented · Sep 13, 2018 at 06:06 PM

For the renaming.

I have 778 extensions and probably 50% of them have softphones. That is a lot of renaming.

For the Call Queue issue.

I had all 46 of our locations setup as call queues. After the latest Polycom update we started having issues with incoming calls. We could not hear the person calling in. It did not affect the soft phones only the Polycom VVX410 desk phones. I spent weeks going back and forth with tier 3 support sending call samples and packet captures. They were getting packet captures from their side and making routing adjustments. Finally I tested by changing back to Custom Answering rules and Ring Groups. Problem solved. I asked the tech to keep troubleshooting this issue because it is much easier to manage Call Queues than it is Ring Groups with 778 extensions. I have heard nothing more. They just cancelled the ticket and the follow-up. #07316971 and #07485138.

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saadetswift16514 commented · Sep 17, 2018 at 03:17 PM

Hey Lee,

I'm so sorry to hear about this frustration with Support :( It's really weird that you were having this issue with the Polycom phones. What version of firmware are they on right now? Have you tried creating a new Call Queue and does it have the same issues?

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