question

Susan Pieroni asked Jan 18, '23 mary-community-moderator commented Jan 18, '23

Call queue member only rings once

I have a user that randomly on her mobile app and desktop app the call queue call will ring only once and then immediately move to the next member in the group. The apps have been uninstalled/reinstalled multiple times but this does not seem to fix the issue. Sometimes the issue lasts for 20 minutes and sometimes hours. As randomly as it starts it randomly stops. During this time direct calls to her extension/DID go through normally. Also during this time the other members of the call queues do not experience this issue. How can I troubleshoot this?

Any information would be appreciated.

call queues

3

1 |3000

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mary-community-moderator ♦♦ commented · Jan 18, 2023 at 05:52 PM

Since your issue is intermittent, I suggest that you submit a ticket to Tech Support so they can check your session logs.

https://support.ringcentral.com/new-case.html

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Susan Pieroni commented · Jan 18, 2023 at 06:09 PM

Thank you, Mary. I have opened up a ticket with tech support.

Do you happen to know if the session logs are viewable by us Admins on the account?

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mary-community-moderator ♦♦ Susan Pieroni commented · Jan 18, 2023 at 06:14 PM

You're welcome! The session log is for internal access only.

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