Feature Enhancement Request: Prevent Duplicate Call Logs in MS Teams When Landline is Busy

1. Summary of the Request: Customers using the RingCentral integration with Microsoft Teams have reported that when their landline is busy, incoming calls are logged three times in the MS Teams call history instead of once. If the landline is not busy, missed calls are logged correctly as a single entry.

This issue affects call tracking, reporting accuracy, and overall user experience.

1. Business Justification: This enhancement is critical for ensuring accurate call history records and preventing unnecessary confusion for users. The current behavior leads to:

Operational inefficiencies – Agents may waste time returning duplicate missed calls or failing to identify actual missed calls.

Inaccurate reporting – Metrics such as missed call rates, call volume, and response times are distorted.

Customer frustration – End users might think they missed multiple calls when only one attempt was made.

Fixing this issue will improve user experience, reporting accuracy, and operational efficiency.

1. Use Case: A call center agent is on a call using their landline. While still on the call, another customer tries to reach them.

Instead of logging a single missed call, MS Teams records three duplicate entries in the call history.

After finishing their call, the agent is unsure whether they missed three separate calls or just one.

This causes unnecessary follow-ups and reporting inconsistencies.

1. Expected Behavior: A missed call should be logged only once in MS Teams, regardless of whether the landline is busy.

Call history should accurately reflect actual call attempts without duplication.

1. Steps to Reproduce: Ensure the landline is engaged on an active call.

Have another caller dial the same landline.

Check the MS Teams call history – the call is registered three times instead of once.

Repeat the test when the landline is not busy – the missed call logs correctly as a single entry.

1. Troubleshooting & Workarounds Attempted: Cleared MS Teams cache.

Reinstalled RingCentral and MS Teams applications.

Reconfigured the integration.

Ensured both MS Teams and RingCentral are updated to the latest versions.

Restarted affected devices.

Issue still persists after all troubleshooting steps.

1. Proposed Solution:
   Enhance the call logging mechanism in the UC platform so that missed calls are logged only once per call attempt, even when the landline is busy.

2. Benefits of Enhancement:
   ✅ Accurate Call History – Prevents confusion and ensures users see the correct number of missed calls.
   ✅ Improved Productivity – Reduces unnecessary follow-ups and misinterpretations of call logs.
   ✅ Better Customer Experience – Avoids miscommunication and duplicate callbacks.
   ✅ Reliable Reporting – Ensures that call center analytics and performance metrics remain accurate.