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Status Future consideration
Created by Guest
Created on Dec 9, 2021

Call Queue - Ability to turn off missed call tagging

We use handsets and also link to our CRM Pipedrive. We have 3 handsets each with their own user/extension. All phones are on simultaneous ring. If someone else picks up the phone, my handset and CRM show that I missed a call.

It'd be great if we had to ability to turn off missed call tagging. Even if we miss a call it rolls over to our answering service so the missed call tagging just creates confusion and frustration that I have to clear the notifications on my handset and CRM everytime someone calls.

  • Grant C. Christianson
    May 8, 2023

    Arielle's explanation was great I have nothing to add to the complaint. I would add that it is concerning that 1.5 years have passed with customers citing the same issue and nothing has been resolved. I have been a ring central customer for 24 hours and already noticed this glaring issue. Would appreciate a solution and a timeline leading up to that solution.

  • Arielle Goldfarb
    Apr 5, 2023

    I would appreciate this as well. We use call queues to ensure calls from patients get answered so it rings a large group simultaneously. If someone picks up the call however, the call still gets listed as "missed" on all other phones. But technically the call wasn't missed, it was picked up. Like the OP this is causing us a lot of confusion and frustration as the missed call notification is misleading. Our policy is to return all missed calls, which means we now get multiple people immediately calling a patient back, when the patient has already spoken with someone, and sometimes are still on the original call to our office. Like the OP mentions this has the capacity to throw off not just user workflow but also internal reporting and notifications to connected systems. I'm honestly baffled why this was desired functionality, especially in a large office setting or remote environment where it isn't easy to connect with team members to make sure a call was actually answered. If there are industries where this functionality is actually helpful, then having the notification be toggleable would be preferable.

  • Perrys Fuel
    Dec 9, 2022

    An account for 0288993333 had same concern and were able to fix this issue by creating user group under the user's section and added all the member on it. Apparently, we replicated same settings for another account (08) 8636 2274 but couldn't fix the issue. Miscall notification still appear when one of the members from the group answers the call.


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