Missed Call behavior in Call Queues using Simultaneous Ring
Hello! We would like to submit a feature request regarding the Missed Call behavior in Call Queues using Simultaneous Ring.
Currently, when a call comes into a Call Queue, all agents receive the call at the same time. If one agent answers the call, the system automatically stops ringing for the others. However, for the agents who did not answer, the call appears as a "Missed Call" in the RingCentral App, even though the call was actually answered by another agent in the same queue, this is creating daily operational confusion for our team. Agents cannot determine if the call was truly missed or another agent already answered it.
Because of this behavior, agents sometimes call customers back unnecessarily, thinking the call was missed. This behavior significantly impacts call tracking and internal workflow clarity.
Do not mark the call as "Missed" for other agents if another member of the queue answered the call, please. Or introduce a different status such as:
"Answered by another agent"
"Handled by queue member"
Thank you for considering this improvement.
Sara
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