The First Step

Clicking Ignore Call or Declining the call does not stop the phone from continuing to ring

Forum|Forum|6 years ago
July 13, 2020
63 replies
12354 views

When I get a call from a call queue if I click "Ignore Call" on my desktop app the Incoming Call screen goes away and then pops right back up a few seconds later.

Same thing on the phone app. Using an Android phone if I decline a call, it goes away for a second then just comes right back up.

This is extremely annoying. Please look into fixing it. If I ignore a call, I want it ignored. I don't care if it's in a queue and nobody else is answering. If I'm busy, I'm busy.

call queues

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Mary-Community_Moderator

Community Manager

Any progress on this at all? Our company policy is to answer the phone within a short period of time, in order for our employees to meet this standard successfully we have call queues ring simultaneously because setting it to round robin would mean an increased time the call is ringing in total, from one agent to the next. However, since we also help customers in person the calls coming through to their queues will ring over and over while they are trying to assist a customer in front of them. Putting themselves on DND has proven problematic as it is easy for agents to continue working after they are available and not taking themselves out of DND.

The expected behavior should be when an agent selects reject on a call coming through, they no longer get offered that call unless it falls to an overflow queue.

@NickMichaud, there’s no new information on this yet. This thread has been marked as high priority in our system, so we’ll notify you here if there are any updates. Please feel free to continue sharing your feedback, as we’re making sure the Product Team sees it.

Joe Cache

RingCentral VIBE Royalty

Years now @Mary-Community_Moderator - YEARS! We’ve been asking for this...

How about loading the codebase and then ask Claude, or Open AI, or ??? how to fix it - since the RC coders can’t seem to figure it out.

Years…

A

ahebron

New Participant

The main issue here is that RingEX Call Queues are just Hunt Groups with Queueing capabilities. It’s not a call center application, where an agent misses a call and is automatically placed in “Not Ready”. Clicking on Ignore does not change the agent status. Technically the call queue agent is still an “available” agent when clicking to ignore the call. It would be ideal if missing a call or ignoring a call would automatically change the agent status to “Not Ready”, however scrolling through replies it seems that would be an issue for some as well. Just like a call center, agents have to aware of their status, after all, answering the phone is their primary responsibility 😉

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