We are using the RC app on our desktops. This worked properly for queue calls for almost 5 years up until Friday, Jan 23, 2026. Now I am told I have to Press 1 to accept or 2 to decline a call when it comes in. If I am away from my desk, I can no longer answer calls from my Bluetooth headset. I have to be at the desk to press 1 on the computer. This defeats the entire purpose of using the soft phone and a wireless headset. This must be fixed - not sure what RC did to cause this, but it is an unacceptable/undesired effect.
::EDIT::
I figured out how to fix this for my colleague and myself. In desktop app, go to SETTINGS > PHONE SETTINGS > PHONE > INCOMING CALL INFORMATION
Scroll down to PLAY ANNOUNCEMENT and make sure CALL QUEUE CALLS is set to PERSONAL AND MOBILE (this was set to ALWAYS) and just under it - Include extension name in announcement - is turned off. Once I changed this, I was able to answer calls normally again. So now I will only get announcement if I am answering calls from my personal or mobile phone, which I never use.
Michelle
supported this idea
·
We are using the RC app on our desktops. This worked properly for queue calls for almost 5 years up until Friday, Jan 23, 2026. Now I am told I have to Press 1 to accept or 2 to decline a call when it comes in. If I am away from my desk, I can no longer answer calls from my Bluetooth headset. I have to be at the desk to press 1 on the computer. This defeats the entire purpose of using the soft phone and a wireless headset. This must be fixed - not sure what RC did to cause this, but it is an unacceptable/undesired effect.
::EDIT::
I figured out how to fix this for my colleague and myself. In desktop app, go to SETTINGS > PHONE SETTINGS > PHONE > INCOMING CALL INFORMATION
Scroll down to PLAY ANNOUNCEMENT and make sure CALL QUEUE CALLS is set to PERSONAL AND MOBILE (this was set to ALWAYS) and just under it - Include extension name in announcement - is turned off. Once I changed this, I was able to answer calls normally again. So now I will only get announcement if I am answering calls from my personal or mobile phone, which I never use.