Call Queue issue - Windows app won't ring

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Windows app won't ring on queue calls:
I have 5 users in a call queue.  All of them have both a polycom desk phone & the Windows app on their computer.  For 2 of them, the call queue calls ring both the app and their desk phone, but for the other 3 only they desk phone rings and they cannot answer the call from their computer.  I have searched for a difference in the setup between the users and can find none.  I have uninstalled & re-installed the app on their computers, removed and re-added them to the queue......I don't know what to try next......
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Kathy N

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Posted 9 months ago

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Danno, Champion

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Make sure they are available and able to accept queue calls in their RC4W settings. 

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Brandon, Champion

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If it is not what Danno suggested I would also check under user > call handling & forwarding that the desktop app is enabled:


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Kathy N

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It's not either of the above (wish it were that easy).  They can receive direct calls thru the app, just not queue calls.  They have bumped me to Tier 2 support on this....and after nearly an hour yesterday, they have made no progress on figuring out why 2 accounts work fine and 3 don't.
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Danno, Champion

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Being w/T2 is your best bet.  Whereas, as a community, we can share our suggestions, it's impossible for us to diagnosis it without access to your account - much like having a Dr. diagnosis an illness over the phone.  Please keep us posted on the result. 
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Kathy N

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Will do.  They were looking at firewall settings yesterday, but I don't think that is the issue, or all calls would be blocked from the app, not just the queue calls.
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Amie Denayer

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I'm not always getting the calls on my mobile app - and found that part of the problem was the timing I had set as to when to forward calls to the next queue phone.  Still not perfect, but better. Did they look at that for you?
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Kathy N

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They did look at that, but haven't come up with a combination that will make the app ring for those users on a queue call.
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Saadet - Community Support, Official Rep

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Hi Kathy,

I would try creating a new Call Queue that mirrors the one these people are a part of (keep the original around) and then point calls to the new Queue. See what happens. Maybe there's something broken on the back end for some reason. Worth a shot.
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Kathy N

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Thanks, but already tried that too, with the users whose app won't ring.  It won't ring on the new queue either.  The app only works on a direct call for 3 of the 5 in the queue.  
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Saadet - Community Support, Official Rep

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Hey Kathy,

What are the extension numbers?
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Kathy N

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110, 109, & 106
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Saadet - Community Support, Official Rep

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Hmmmm....yeah, without being able to troubleshoot live it's hard to say what's going on. If Tier 2 needs to, they will escalate your case further.
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Kathy N

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Update - after battling various settings over numerous days with no success, today I called them and had them delete and recreate the users with issues and problem was solved.  Must have been something corrupt in their setup/profiles.
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Brandon, Champion

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Thanks for updating.  That is good to know.
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Danno, Champion

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Just out of curiosity; were templates used when creating those or any of your extensions?
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Kathy N

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No, we did not use templates

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