Settings and activity
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39 votes
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Stephanie
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4 votes
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Users have reported that when receiving a call from a call queue, declining the call does not stop the incoming call notification. Despite selecting "Decline," the call continues to ring and remains active on the device.
This issue is particularly disruptive for call queues configured with longer ring durations. In these cases, users may continue receiving notifications for an extended period even after intentionally declining the call, creating unnecessary distractions and interrupting ongoing work. For staff who frequently receive call queue traffic, this behavior can lead to confusion, reduced productivity, and the perception that the decline function is not working as intended. The prolonged ringing can also interfere with active calls, meetings, or other time-sensitive tasks, making the issue more impactful in high-volume call environments.
Stephanie
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49 votes
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This issue is critical to our call handling workflows and needs to be corrected as soon as possible. Currently, when calls are transferred between extensions, staff are only seeing the transferring party’s information versus the patient’s caller ID information. This creates challenges in determining whether the incoming caller is a patient, employee, provider office, or other internal staff member before answering the call.
Having visibility into the original caller number is essential to ensure staff are using the appropriate greeting, verbiage, and handling procedures depending on the type of caller. For example, patient calls often require a different approach, tone, and level of urgency compared to internal employee communications.
Ideally, when completing a blind transfer, the caller ID should reflect that of the original caller/patient, not the individual transferring the call. In comparison, during a soft/warm transfer, it would make sense for the transferring user’s information to display until the transfer is approved and officially completed to the intended receiving party.
Additionally, restoring proper caller ID visibility would significantly improve call prioritization and workflow efficiency, allowing staff to quickly identify and appropriately manage high-priority patient-related calls versus internal operational calls.
Stephanie
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484 votes
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
Stephanie
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577 votesThis is now live! Check it out in app under Notifications and AudioStephanie
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120 votesStephanie
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140 votesStephanie
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We are requesting an enhancement that would allow users to select from a list of approved “Site” Caller IDs when placing outbound calls. In our environment, staff frequently support more than one site or office, and when outbound calls are placed using a Caller ID that does not align with the patient’s expected location, it can create confusion and lead to missed or misdirected callbacks. In some cases, patients return calls to the number displayed and are routed to the wrong location. To work around this, we currently have to manually toggle site settings in the admin portal depending on where staff are working or who they are supporting. Allowing end users to select from an approved list of sites themselves would help ensure calls are consistently presented from the correct location, reduce patient confusion, and eliminate the need for ongoing administrative adjustments.