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Status Future consideration
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
  • Lewis Crowther
    Jan 5, 2023

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

  • Tim Beaumont
    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
    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
    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
    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
    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?

  • Ashlyn Brown
    Jul 20, 2022

    Please get this feature - every customer I have that uses a call group or queue complains about the missed call popup feature.

  • Borko Gavrilovic
    Jun 21, 2022

    Any update? Under review for so long time...

  • Charlotte Culley
    Jun 15, 2022

    Is there any update on this? It is so frustrating having to call everyone in the group to find out if a missed call has been answered by someone

  • Richard Czyzewski
    Jun 2, 2022

    Yes, Please and thankyou!

    it would be fantastic to see the group call as answered, and by which user.

    this missing component is harassment to our external customers when remote team members call back unaware the call has been taken.

  • Laura Gano
    May 13, 2022

    YES! This drives me nuts. I shouldn't have to reach out to everyone in my call group to see if someone actually spoke with a missed call or if we need to call them back.

  • Admin Brongus
    Mar 25, 2022

    Can we get an update on this?

  • Victoria Hopkins
    Mar 22, 2022

    Updates would be great, this is an ongoing issue for our customer success team.

  • Rachael Parkins
    Mar 22, 2022

    Any updates...?

  • Nikola Stamenkovic
    Mar 17, 2022

    It would be great feature so everyone actually knows if they have missed call or someone answered call.

    Issue in my company when client calls group and when someone picks up I have 20 people calling back that number because they don't know if it's answered and it looks like spamming on the Clients side.

  • Borko Gavrilovic
    Feb 7, 2022

    Any progress on this?

    Can this be solved or not?

  • Denis Dragovic
    Feb 7, 2022

    Many of our customers are complaining about this missed calls behavior.

  • Jesse Warner
    Feb 1, 2022

    On previous carriers with call queues it worked like this:

    1. Call comes into the queue. Everyone is notified as setup on the queue (rotating, simultaneous etc)

    2. Call is missed.

    3. Call shows in the missed queue indicating which line it came from.

    4. Once one of the reps called back, it dropped off the queue list, showed as called back.

      If the RC missed call section could indicate the queue it came from and show which person called it back, that would be good.

      The other current issue is that calls that are picked up by agents in the queue show as missed in other agent's missed call log. Which is super confusing.

  • milan tewani
    Jan 9, 2022

    This is a huge flaw in RC system. Big enough to start looking for another
    vendor for our VOIP system.

    Seems most have the same reaction but surprisingly a year later and RC has
    done nothing to correct this.

    I have a billing issue with RC and a year after calling and emailing about
    the issue m. Still no response. Also haven���t heard from the rep who signed
    me on since i signed up. Seems it���s not important to resolve issues that he
    created after the contract is signed.

    If your looking to sign with RC don���t. There are better platforms that care
    about customer service.

  • Rachael Parkins
    Nov 24, 2021

    Is there still no update on this?

    I am tired of using Ring Groups for our users that want simultaneous ringing without the annoying missed calls, as using Ring Groups has presented other issues.

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  • +214

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

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 over 1 year ago in RingCentral Analytics 0 Future consideration

Call Queue Missed Call Identification

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 over 1 year ago in RingCentral Admin Portal 0 Future consideration

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

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 over 1 year ago in RingCentral Phone 0 Future consideration

Missed call display for simultaneous ring

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 4 months ago in RingCentral Phone 0 Future consideration

Customer call showing answered at their side but missed at ringcentral

Please do something regarding it as once we miss any calls on Toll Free it shows answered at customer end.
Peter Walker 10 months ago in RingCentral Web/Desktop App 0 Future consideration

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

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 over 1 year ago in RingCentral Phone 0 Future consideration

Ability to track extension status with missed calls

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 almost 2 years ago in RingCentral Analytics 0 Future consideration

Make phones work together in unison

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 over 1 year ago in RingCentral Phone 0 Future consideration

Hung up calls during the promt tagged as a Missed call

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 about 1 year ago in RingCentral Phone 0 Future consideration

Missed call notifications on Call Queues

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 over 1 year ago in RingCentral Admin Portal 1 Future consideration

Call Queues Missed Calls

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 about 2 years ago in RingCentral Analytics 9 Future consideration

Turn off Missed Call Notifications for ring all at once users

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 5 months ago in RingCentral Phone 0 Future consideration

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,

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 over 1 year ago in RingCentral Phone 0 Future consideration

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

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 11 months ago in RingCentral Phone 1 Future consideration

Performance Report- double tracked calls

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 about 2 years ago in RingCentral Analytics 0 Future consideration

Queue Members see Answered calls as Answered

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 over 1 year ago in RingCentral Phone 0 Future consideration

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

There will be a button which enables or disables this button
Guest almost 2 years ago in RingCentral Admin Portal 0 Future consideration

Update how missed calls are categorized in call queues

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 almost 2 years ago in RingCentral Phone 1 Future consideration

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

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. 8 months ago in RingCentral Admin Portal 0 Future consideration

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

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 about 2 years ago in RingCentral Web/Desktop App 2 Future consideration