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Status Planned
Categories RingCentral Phone
Created by Zoe Ratchford
Created on Aug 21, 2020

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.

Product Line RingCentral Analytics
  • ADMIN RESPONSE
    Jul 17, 2023

    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!

  • Glen Markham
    Reply
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    Sep 22, 2023

    When will this feature be released?

  • Chad Taylor
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    Aug 16, 2023

    They Need to fix this asap!!!! Cant believe that all calls even if someone ina. call queue answers shows a "missed call" for everyone else in that group if they're on simultaneous ring 😂😂 its laughable honestly. How bad are the Technical & Regular Product Managers. Truly disconnected from their customers. This should be an easy fix..

  • Aaron Lorton
    Reply
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    Jun 29, 2023

    Wow, can't believe how long this has been an issue without resolution. We just went live yesterday, and I am learning today how this is impacting my team. This needs resolution for sure.

  • Micheal Shank
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    Jun 23, 2023

    So i would assume Q3 starts here in July - Sept. I am happy to see a much needed feature being updated. Hoping for a update or announcement for beta test on this?

  • Denis Dragovic
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    Jun 22, 2023

    Any news on this?

  • Steph 111
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    Jun 8, 2023

    We switched to Ring Central this week and If we would have known this was how it worked we would have went with Zoom. Our owner is pissed. This should be something they tell you from the beginning. This with 2 other issues: no easy way to send someone directly to vm, and no easy way to intercom is insane. We switched from an archaic Panasonic system, they had these features, I have no idea how or why this system can't. Completely regretting the decision to go with Ring Central

    1 reply
  • Paul Dobbs
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    Apr 26, 2023

    So... we're still waiting on this, until December 2023?!

  • Dan Betke
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    Apr 26, 2023

    This is absolutely unacceptable to not have an option to at a minimum turn off missed calls entirely for call queues. If someone called me directly and I missed it, that would show up exactly the same as if someone called a call queue and a team mate answered it. This is absolutely absurd that this malfunction is considered "normal operation" of the system. It's a failed system. Fix it.

  • Sylvia Newman
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    Apr 5, 2023

    Agreed that this would be such a helpful feature. I spend my day constantly closing and reopening the desktop app every time a call comes in: they're always routed to others first, and are almost always answered before the queue makes it to me. I only want notifications for when a call was actually missed: when there might be someone we need to follow up with. Ugh.

    1 reply
  • Dr. Amanda Geary
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    Apr 4, 2023

    I was a little shocked when the rep told me that I could submit my idea on here. It makes sense that loads of others have complained about it. My magical idea was simply to have a phone that does NOT show a missed call when a call wasn't actually missed. Obviously if you're on this thread you know that I have more than one phone in my office or I wouldn't be having this problem. It's absolutely ridiculous and I will certainly be looking into any possible ways we can fix this, most likely by changing vendors in the future... Unless RingCentral all of the sudden seems to care enough to fix the issue, or at the very least acknowledge that it is a problem.


    I have emailed the address that Chad listed below. It's not a perfect solution, but it would at least be better than what we're currently dealing with. Being a new small business we can work around that kind of a fix, as our call volume not very high just yet. I understand it would not be a workable solution for a busy call center or another business that takes tons of calls and is likely to miss 20+ calls in a given day. Seriously Ring Central, even a bad response is better than IGNORING ALL OF US FOR 2 YEARS AND COUNTING.

  • Chad Walters
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    Mar 31, 2023

    We are fast approaching 3 years on this, with 350 votes, and 20 other merged idea threads for the same thing. What is the current status of this request??

  • Riley Sims
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    Mar 28, 2023

    This "idea" was submitted in 2020. How can such a confusing basic feature go unresolved for so long?

  • Chad Beavens
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    Feb 28, 2023

    I am a Ring Central installer. I generally disable the light and screen notifications when the users are all in the same All Ring call queue. It is not so much a "Ring Central" function as it is the physical phone logging that a call rang and was not answered here. I don't believe there is a way to disable it within the apps if you are not using physical phones. If interested, you can contact sales@razornetllc.com and they will connect someone with you to assist in disabling the physical phone indications.

  • Richard Valenta
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    Feb 10, 2023

    There is actually a FLIP side to this issue we ran into recently as well. If you are in a group, and you are on a CURRENT call and the call is missed, that call is NOT shown as a missed call on your extension (as you were on another call at the time).

    Coming from Shoretel/Mitel connect, the Call Queue features are actually rather nice for the most part. There are a few improvements for sure that could be done. Another is allowing an opt out from the queue to go to VM to leave a message (vs. just abreak in message, have it work more like a menu). Shoretel /Mitel also had that stye feature in their workgroups.

  • Lewis Crowther
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    Jan 5, 2023

    Why would anyone want a missed call from someone that a colleague has already picked up / handled?? This feature is ridiculous.

    1 reply
  • Tim Beaumont
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    Oct 26, 2022

    This is the most frustrating feature. I think it should only show up missed if no-one in the queue gets it. Perhaps there could be a way to turn off missed calls for group lines. We've only just rolled out the new phones and I'm already getting people be annoyed they have to view and clear missed calls

  • Salem 2 Verizon
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    Oct 24, 2022

    This really makes the phone system almost unusable for us. We have no idea who to call back and did not buy these expensive VOIP phones with big screens just to have to log into the portal everytime 5 minutes. This needs to be fixed, I can't imagine how many people must have left ringcentral because of this silly issue

  • Nicole Bryant
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    Sep 23, 2022

    We moved to RingCentral 2 weeks ago and this is frustrating. We're already regretting our decision to go with their service.

  • Sascha Montgomery
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    Sep 14, 2022

    Yes this is very frustrating for my coworkers and I, we've been struggling with it ever since our company started using these phones. Can a RingCentral employee please confirm whether this is something that can be changed or if this is a permanent flaw?

  • Borko Gavrilovic
    Reply
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    Sep 9, 2022

    This idea is created on Aug 21, 2020, two years passed and no update on it.

    Looks like this can't be done? Did anyone find some workaround for this problem?

  • Load older comments
  • +297
2 MERGED

Missed call display for simultaneous ring

Merged
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 c...
Tracy Laskos 12 months ago in RingCentral Phone 0 Planned
1 MERGED

Customer call showing answered at their side but missed at ringcentral

Merged
Please do something regarding it as once we miss any calls on Toll Free it shows answered at customer end.
Peter Walker over 1 year ago in RingCentral Web/Desktop App 0 Planned
11 MERGED

Do not charge agents with abandoned if another agent answers the call

Merged
Please change your call queue settings. When someone answers a call the others in the queue should not be charged with an abandoned call. The skews the data. I have never heard of such a thing.
Guest almost 2 years ago in RingCentral Analytics 0 Planned
14 MERGED

Separate missed call notification for queue calls that were actually missed vs someone else answered

Merged
Right now, all calls not picked up or answered elsewhere are logged as a missed call on each extension in a given queue, and also to the Yealink desk phones we use as a missed call notification that makes the light blink as if there is action need...
Cole Devitt about 2 years ago in RingCentral Phone 0 Planned
4 MERGED

Ability to track extension status with missed calls

Merged
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.
Mary Kay Marchetti over 2 years ago in RingCentral Analytics 0 Planned
10 MERGED

Call Queue Missed Call Identification

Merged
There should be some way to indicate on the email notification whther the missed call from the call queue was picked up by some other agent or completely not picked up at all and either hung up or went to voicemail. It would be troublesome for our...
Guest about 2 years ago in RingCentral Admin Portal 0 Planned
11 MERGED

Make phones work together in unison

Merged
Currently when our phones ring through the main line it rings to all phones in the office ring group. One person obviously takes the call. All the other phones show that there was a missed call. This can be confusing in the office and cause someon...
Guest about 2 years ago in RingCentral Phone 0 Planned
9 MERGED

Hung up calls during the promt tagged as a Missed call

Merged
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 ...
Guest almost 2 years ago in RingCentral Phone 0 Planned
15 MERGED

Missed call notifications on Call Queues

Merged
We've recently reconfigured our system to utilise calls queue correctly, and noticed that as a default, when a call to a queue is answered by one agent, the other agents in the queue get a "missed call" notification even if the call is not technic...
Guest about 2 years ago in RingCentral Admin Portal 1 Planned
1 MERGED

Turn off Missed Call Notifications for ring all at once users

Merged
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 ...
Nikki Smith about 1 year ago in RingCentral Phone 0 Planned
2 MERGED

Answered call in Call Que does not result in missed call for other call que members.

Merged
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 ...
Amber Gonzalez over 1 year ago in RingCentral Phone 1 Planned
1 MERGED

Performance Report- double tracked calls

Merged
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...
Guest almost 3 years ago in RingCentral Analytics 0 Planned
19 MERGED

Queue Members see Answered calls as Answered

Merged
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 pro...
Paul Dobbs about 2 years ago in RingCentral Phone 0 Planned
32 MERGED

Add function to disable labeling of forwarded or handled calls in call queues as "missed"

Merged
There will be a button which enables or disables this button
Guest over 2 years ago in RingCentral Admin Portal 0 Planned
11 MERGED

Do not show "missed call" for members of simultaneous ring when someone else in the group answered the call.

Merged
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
Tom Woodford Jr. over 1 year ago in RingCentral Admin Portal 0 Planned
38 MERGED

Filter Missed call notifications from the call queue for the actual missed call and calls unanswered by the user member.

Merged
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.
Guest over 2 years ago in RingCentral Web/Desktop App 2 Planned
31 MERGED

Update how missed calls are categorized in call queues

Merged
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?
Guest over 2 years ago in RingCentral Phone 1 Planned
56 MERGED

Call Queues Missed Calls

Merged
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...
Ramon Alvarado over 2 years ago in RingCentral Analytics 9 Planned
9 MERGED

If someone answers a call, it shouldn't show up as missed for everyone

Merged
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.
Gina Niemer almost 2 years ago in RingCentral Phone 0 Planned
17 MERGED

Currently users receive a missed call notification on their handset when someone else answers a group call, this causes confusion and results in people called back the missed call in error,

Merged
Currently users receive a missed call notification on their handset when someone else answers a group call, this causes confusion and results in people called back the missed call in error,
Darren Wilson about 2 years ago in RingCentral Phone 0 Planned