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ryan123456 avatar image
ryan123456 asked ·

Call queue notification too short and then hangs up

Our office receives call queues to physical handsets. When a call queue comes through, the phone rings, and a RingCentral robot voice says "call queue, press 1 to accept" but for some reason it also says only "call queue" and then there's a click and pressing 1 or any other number will do nothing and the call is effectively disconnected. There's about 1 second of time from picking up the phone to press 1 and then the line will connect. Can we increase the amount of time available before disconnecting the line?

I just spent about 30 min talking to tech support about this and tested it multiple different ways and the RingCentral tech says it's a known issue but can not be fixed at the moment. Does anyone else have a similar issue?
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kim avatar image
kim answered ·
Are you answering the call on a hardphone, softphone, or cell phone? If you are answering on a hardphone, please reboot your phone and test. 
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ryan123456 answered ·
I'm using a hardphone. I unplugged the phone and tried again but still had the same issue. If "1" is not pressed before the message finishes talking then it just disconnects.
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I am setting this conversation to private...what is the Serial Number. I'll check the registration 

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They are phones we've been using for years before joining RingCentral. They've worked with our previous VOIP system we had set up. I think we've just linked them to our RingCentral system and we're still using the same VOIP carrier for our physical office location. The phones are panasonic wireless handsets and the model number on my handset is KX-TGA660 if that helps
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So they are 3rd party unsupported devices? 

Can you have it fwd to your cell phone and test if it works that way? It may just be the phone...
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