Right now, if you have 2 or more people in a call Queue, and one of those members answers a call coming in to the queue, every other user will see it show up as a MISSED call for themselves, even though it was actually picked up. This is a big problem. The other members then assume the client call was missed, and call the client, and the client is then wondering why one hand doesn't seem to know what the other is doing. A call picked up by any queue member should always show as having been answered (maybe even note the Ext that took the call) in the Call Logs. This would save huge amounts of confusion and problems.

Always have to explain the quirk when onboarding agents, only work around is to email missed call notification via email to a shared mailbox and move the email to another folder if you're handling the missed call.ignore all other missed calls in the queue that state they are queue related.But still to return any direct missed calls..a simple solution is needed.even if its a HUD like screen with the call log results showing who answered which calls or not, or overflowed etc etc..

As it stands, this feature is not viable. It frustrates our agents who spend hours figuring out who might have picked up a "missed" call, as well as management who doesn't enjoy this type of negative feedback. Furthermore, this puts the selection of RC as a vendor in question.We had to go back to simultaneous ringing and let our agents pick a call based on the last digits of the number... (small team, their workflow choice, rather than dealing with the missed call nightmare) - not exactly the best outcome for our callers.Here are some implementation ideas:As an admin, I want a call to be marked as "Answered" when the extension did not pick up a call but another did downstream the queue, so I know this extension missed a the call and that the call was answeredAs an admin, I want a call that wasn't accepted in the queue and didn't leave a voicemail to be marked as "Missed", so that I knows that this caller may need a follow-upAs an admin, I want a follow-up call log displaying which missed calls were not returned over the last 3 to 5 business days so there is a convenient way to identify such calls (lookup of the number over the past 3-5 days)Bonus options ("missed" moved from queue to extension):As an admin, I want a call that wasn't accepted in the queue and didn't leave a voicemail to be marked as "Missed" for the point of entry extension only, so that extension only knows that this caller may need a follow-up .

The entire missed call in a queue is messy and hard to explain to our users. Related to this is the opposite situation. We have a department with two agents and a queue. When agent1 is on a call she obvs isn't presented with any second call. That's good. But if agent2 doesn't pick up the call because she's on a bio break or whatever...then agent1 never sees a missed call (because it was never presented to her). Note that we have plenty of callers who don't want to leave messages due to the nature of that department's business.I've enabled email notifications for this queue, but that's clunky. And the Accept call queue calls switch is too tedious for every time someone walks to the coffeemaker.

Good Morning, We are using a call queue that all of our calls ring to. It appears that calls are recorded as missed for everyone who does not answer the call. How do we adjust this?

This issue needs to be fixed immediately.

It would be very helpful to know the extension status when running productivity reports related to missed calls. Missing a call when an extension is busy is very different than missing a call when the extension is idle.

This is particularly annoying for us as every missed call email automatically generates a ticket in our Help Desk. So every call that gets answered generates a ticket and then another ticket showing a missed call for every Support Team member that was signed in at the time of the call. Please fix this!

Hello, you can add your vote by clicking the vote square on the left side of the idea.

How are we meant to vote! This is an important feature that should be out of the box not a request.How have you customers dealt with or accepted this limitation. We have only been using ringcentral for 3 months and its causing all kinds of issues. We use to be on grasshopper and even their base package has this ability.

There will be a button which enables or disables this button

Crucial to us operating a small customer service team. Unfortunately will be a deal breaker as we've not yet decided to completely jump ship.

This is unacceptable. I keep being told there is no way to escalate this issue. RC is a huge company and I can't imagine large companies not being able to see who answered call group. Showing a missed call when it has been answered impedes my ability to run my company effectively. This needs to change. I need to be able to see what extension answered the phone. Not a missed call.

Christine, Apologies for any confusion. The status of this idea was changed by accident. We're still working with the Analytics team to identify the correct status. Appreciate your understanding.

Can I please get more information about this and where/how it currently exists?

Christine Cullen | Information/Quality Manager |
110 Chifley Drive | Preston VIC 3072 Australia |
P. (03) 9484 8102 | F.(03) 9484 8134 |
www.omni-care.com.au
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I respectfully acknowledge the Traditional Aboriginal Owners of Country throughout Victoria and pay my respect to the ongoing living cultures of Aboriginal peoples
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This is to know and differentiate if the notification is really a missed call and not because the user missed while the call and another user received and answered the call.

I have several Call Queues setup where everybody's phone rings simultaneously. The confusion happens someone like Joe Smith from the group picks up the call, everyone else will see Missed Call. The proper notification should say, Call picked up by Joe Smith. The problem is amplified when the group receives 50 calls a day.

The performance reports is currently tracking incorrectly calls in 2 instances. 1) when a call is internally transferred from agent to agent it will count as a queue call creating a double track call. 2) when there is a missed call the system will count it in the total call sessions for agents.

Voting Yes to add as a new feature to change the behaviour and not to confuse users showing a missed call in any call queue