Missed Calls

Forum|Forum|7 years ago
October 8, 2018
5 replies
1261 views

When our organization receives a call, and an agent answers, it shows every other agent has missed the call. How do I turn that function off since the call was in fact handled or answered and not missed.

Best answer by martintsankov

@WBC-Rachel what device are you using?
RingCentral supports “Call answered elsewhere”. Link to article: https://support.ringcentral.com/article-v2/RingEX-Call-Answered-Elsewhere-status.html?brand=RingCentral&product=RingEX&language=en_US

This article states that it is supported on the apps and also on the following deskphones:

Poly
Cisco
Yealink
Avaya
Mitel
Unify/Atos
ALE

Afaik it works only on Avaya, Mitel and Unify deskphones, because the other vendors are not able to sync the call log with our server. In other words this feature requires dev work on both RingCentral’s side and the phone vendor’s side. RingCentral and some of the vendors have done the necessary dev work, while others are yet to do it.

The way I like to think about it is that the phone has no concept of the call queue. It only knows if a call is missed or not. If the call was answered by another extension our server needs to give it this information.

but then what if an actual call was missed?

If the phone you are using does not support sync call log, you can check missed calls in:
Admin Portal > Reports > Call log
Admin Portal > Reports > Analytics
or configure email notifications for missed calls
Admin Portal > Phone System > Groups > Call queues > click on call queue > Voicemail & Notifications > Settings > Edit notifications

B

benjamin-pina

The First Step

https://community.ringcentral.com/ringcentral/topics/how-turn-off-missed-calls-notifications-on-new-...

Welcome to the party. I don't see why this isn't an easy problem for them to fix. It must be way more of an issue than I understand.

A

Andy631780067

New Participant

We are having this issue also, when a colleague answers the call it then shows on the other members of the call queue that they have a missed call, technically this isn't a missed call as it was answered by a colleague.

H

heather-8

New Participant

Here we are 6 years after the initial question and this is still an issue?!? These calls should not be showing as missed since they were, in fact, answered. Only unanswered calls should show as missed. How do we get this resolved because we just switched to Ring Central and because of this want to look at other software.

W

WBC-Rachel

New Participant

We are having the same issue. I can’t believe this has been a known problem for so long and no action is being taken. The only solution I found was to turn off the missed calls alert on the phone itself in the settings, but then what if an actual call was missed?

M

martintsankovAnswer

@WBC-Rachel what device are you using?
RingCentral supports “Call answered elsewhere”. Link to article: https://support.ringcentral.com/article-v2/RingEX-Call-Answered-Elsewhere-status.html?brand=RingCentral&product=RingEX&language=en_US

This article states that it is supported on the apps and also on the following deskphones:

Poly
Cisco
Yealink
Avaya
Mitel
Unify/Atos
ALE

Afaik it works only on Avaya, Mitel and Unify deskphones, because the other vendors are not able to sync the call log with our server. In other words this feature requires dev work on both RingCentral’s side and the phone vendor’s side. RingCentral and some of the vendors have done the necessary dev work, while others are yet to do it.

The way I like to think about it is that the phone has no concept of the call queue. It only knows if a call is missed or not. If the call was answered by another extension our server needs to give it this information.

but then what if an actual call was missed?

If the phone you are using does not support sync call log, you can check missed calls in:
Admin Portal > Reports > Call log
Admin Portal > Reports > Analytics
or configure email notifications for missed calls
Admin Portal > Phone System > Groups > Call queues > click on call queue > Voicemail & Notifications > Settings > Edit notifications

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