Adjust how missed calls are categorized for group calls
Currently if a group is set to ring all members at once and someone else answers it will show as a missed call for everyone else who didn't answer. It would be nice if the system knew the call had been answered and didn't show as a missed call.
Update January 2024: This is now panned for Q2 2024
Good news! We're planning to implement support for SIP cancel cause=200 "call answered elsewhere" for simultaneous ringing calls. Implementation of this SIP standard will prevent misleading missed call notifications from being reported when the simultaneous ringing call is answered by someone in the group. The feature is planned, but may not get delivered until Q1 2024. We will keep this post updated when we have a more specific date!
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Travis commented
@Jessica is this still on track for Q2 2024?
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Redson commented
cx ci to know if theres a way for users inside call queue group to get a different action instead of "missed call" when the other user inside that group already answered the call so that theres no need for them to think for that call to be called back.
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Tracy Laskos commented
Would love to see the ability to remove any 'missed calls' from a users display when a call is answered by another w/in the call center - we have simultaneous ring and don't want a rep to think they've missed a call when another rep answered the call.
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Nikki commented
We need to have all our phones ring at once to make sure the right person picks up. When one person picks up we all get a notification for a missed call when it wasn't actually missed. This feature is annoying to have as we answer a lot of call a day. Thank you
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Tom Woodford Jr. commented
It seems confusing and somewhat counterproductive for a user call log to show "missed call" when in fact someone else in a simultaneous call group just beat them to answering the phone
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Peter Walker commented
Please do something regarding it as once we miss any calls on Toll Free it shows answered at customer end.
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Admin commented
Can we get an update on this?
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Victoria Hopkins commented
Updates would be great, this is an ongoing issue for our customer success team.
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Rachael Parkins commented
Any updates...?
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Amber Gonzalez commented
If an incoming call comes in, and one member of the call que answers it, the other members get a missed call. Its not a missed call, someone else answered it. But an hour later, call que members will have 20 "missed calls." If someone else in the que picks it up, it should NOT be a missed call for everyone else!
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Nikola Stamenkovic commented
It would be great feature so everyone actually knows if they have missed call or someone answered call.Issue in my company when client calls group and when someone picks up I have 20 people calling back that number because they don't know if it's answered and it looks like spamming on the Clients side.
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Borko Gavrilovic commented
Any progress on this? Can this be solved or not?
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Denis Dragovic commented
Many of our customers are complaining about this missed calls behavior.
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Jesse Warner commented
On previous carriers with call queues it worked like this:Call comes into the queue. Everyone is notified as setup on the queue (rotating, simultaneous etc)Call is missed.Call shows in the missed queue indicating which line it came from. Once one of the reps called back, it dropped off the queue list, showed as called back. If the RC missed call section could indicate the queue it came from and show which person called it back, that would be good. The other current issue is that calls that are picked up by agents in the queue show as missed in other agent's missed call log. Which is super confusing.
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milan tewani commented
This is a huge flaw in RC system. Big enough to start looking for another
vendor for our VOIP system.Seems most have the same reaction but surprisingly a year later and RC has
done nothing to correct this.I have a billing issue with RC and a year after calling and emailing about
the issue m. Still no response. Also haven���t heard from the rep who signed
me on since i signed up. Seems it���s not important to resolve issues that he
created after the contract is signed.If your looking to sign with RC don���t. There are better platforms that care
about customer service. -
Rachael Parkins commented
Is there still no update on this?I am tired of using Ring Groups for our users that want simultaneous ringing without the annoying missed calls, as using Ring Groups has presented other issues.
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Anonymous commented
Hello, Why do we receive missed calls without ringing? If the call goes through the prompts and the patient does not finally decide to talk to someone and then hangs up, it will appear in our report as a missed call.Will you help us solve it? We are a Healthcare provider and can't have missed calls. Therefore, we analyze each case of missed calls and thus minimize them. A call ended by a patient during prompts cannot be displayed as a missed call. Would you be so kind as to help us with that? It would be very helpful if calls that do not reach anyone, the callers who just hung up during the prompt will always be specially tagged via the call log and is system generated.Thank you in advance for your future help.Best regards, --Ivan Vegh, IngSystem's ManagerBodhi Medical Care, LLC
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Gina Niemer commented
When we get a call, and it rings to multiple people, that call should not show up as missed for everyone else that did not pick it up.
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melanie newell commented
Still nothing being done on this? We're now spending upward of an hour checking in with each other to see if another rep has answered a call showing as "missed." This is absolutely absurd.
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Paul Lock commented
This makes the call logs on each extensions phone barely usable as its swamped with all the missed group calls.