Simultaneous Call Issue - Agent 1 gets 'Missed Call' Notification - Yet call was answered by Agent 2?

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This conversation has been merged. Please reference the main conversation: Call Logs: Call Queue not to show 'missed call' when a call is answered by another user in Queue

https://prnt.sc/mhkyqp

First things first, Open the screenshot Above and you'll begin to grasp the concept i am after.

When a 'Seller' Calls my marketing number (Group number w/ Agents attached) it will ring the Agents Simultaneously - Perfect! The issue is when one agent answers the call first, it lists the call as a 'Missed Call' for the other agents. 

This becomes a problem with this example; Agent 1 Didn't get a chance to answer the simultaneous call for whatever reason and Agent 2 picks up and sets an appointment.  Agent 1 will see that he missed a call and instinctively will want to return it, when in fact Agent 2 already spoke with him and did the run-around. That will be pretty awkward - but:

At first it will tag the call with an 'Inbound' tag in the phone feed on both Agent 1 & Agent 2s RingCentral App -http://prntscr.com/mhlk5q- That's great and what i'm after! A short time later, it switches to a missed call Tag for Agent 1..   Yet the call WAS answered - i managed to snag a screenshot of how it looked before the call 'updated'
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Matt McDonald

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  • Stumped

Posted 9 months ago

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Benjamin Pina

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This is a huge problem and they will never give you any idea why they can't fix it. 

:)

It is super annoying.

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Matt McDonald

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I'm begging for this implementation - I was under the impression that it would stay 'Inbound' on everyone's call log due to the hypothetical call actually being answered.  Therefore, It is not a missed call in the eyes of my company.
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Benjamin Pina

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I've given up on bugging them about it. 

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