question

Jon Betow avatar image
Jon Betow asked Jon Betow commented

All Call Queue members available but they are not receiving calls -RC Phone App

We have a small work from home call queue group (4 members). All members are using the RC phone app on their PC. All members logged in and show available in service web and in Live Reports. Inbound delivery is set to Rotating. Calls are sitting in queue but members phones are not ringing. Call shows as a missed call in members call log even though it was never delivered to their softphone.

Anyone have thoughts :)

call queuessoftphone
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Hi Jon, have you checked individual's call forwarding settings? Are they able to receive calls directly?

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Jon Betow avatar image Jon Betow mary-community-moderator ♦♦ ·

Hi Mary - Yes, thanks - no forwarding. Call just rings to desktop & mobile (members only use desktop). Emergency location is all filled out under the user settings and device settings. The strange thing is, is that it is just affecting the 4 members of this team. None of our other remote users are having issues and we have found no issues on the network. These members are a newly created ring group and our first ones using soft phone (we have20+ call queues set up for hard phone users) and the problem is intermittently affecting each user of the group differently/ more frequently. Extension to extension dialing works intermittingly as well. I am fairly certain I have over looked something in the set up but I just can't seem to find what it is.

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Hi Jon, please submit a ticket with Technical Support at https://support.ringcentral.com/new-case.html.

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Thanks - I did yesterday and they are still looking at it

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