Call Logs: Call Queue not to show 'missed call' when a call is answered by another user in Queue

  • 12
  • 99
  • Idea
  • Updated 3 weeks ago
  • Under Consideration
  • (Edited)
We are a small business where anyone of our four employees can answer any incoming call.   We have a Call Queue set up so that all the phones ring simultaneously, and this works well.  The issue is that when a call comes in to our main number, it is forwarded to the Queue, and it is answered by one phone, the other three phones show missed calls.  

The call was not missed in fact, it was answered by a different phone.  This should not appear as a missed call on the phones that did not answer the call.   This creates a problem for us because now every call we get is a 'Missed Call' on all the phones that did not answer it.  This makes the Missed Call feature useless..
Photo of Ryan Oley

Ryan Oley

  • 1,090 Points 1k badge 2x thumb
  • sad

Posted 3 years ago

  • 12
  • 99
Photo of Regina

Regina

  • 2,708 Points 2k badge 2x thumb
This has been a point of contention in our department for many years!  I hope a fix is possible- that does not involve changing to sequential ringing.
Photo of Chris Marshall

Chris Marshall

  • 184 Points 100 badge 2x thumb
I have sequential ringing set on our groups and you still get the same problem, big issue for us as the teams are judged on missed calls and the current report is useless.
Photo of gary.bradshaw

gary.bradshaw

  • 432 Points 250 badge 2x thumb
This has been an issue for a long time.  It's hard to learn a whole new system so I am still here.
Photo of 31 Khalid

31 Khalid

  • 60 Points
I am going to make this issue public so other new customers should not make the mistake we did to go with Ring Central. The funny thing is that I called Ring Centreal customer service they ask me to request this option in the community while there is already many people having this issue but no one care about their issue. At the same time they dont understand that I am asking to add an option, I am asking to fix this bug and remove this option.
Photo of gary.bradshaw

gary.bradshaw

  • 432 Points 250 badge 2x thumb
The definition of "missed" "connected" "accepted" need to be either changed or changeable.

missed should really mean missed
accepted should mean someone talked with the caller
connected is useless
IVR means they connected to an IVR

I am sure there are other ideas.
Photo of Blaine Horvath

Blaine Horvath

  • 110 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Call Logs: Call Queue to show which user picked up, not "missed call".

Hello! I spoke with Gem over the phone and case #04105760 was created. We would love to have the Call Log show which "Agent" picked up the phone. Instead of showing "Missed Call" for the other agents when we know that one of our agents picked up the incoming phone call. Currently we have three extensions tied to 1 incoming call. Thanks and we hope this can be created immediately!
(Edited)
Photo of gary.bradshaw

gary.bradshaw

  • 432 Points 250 badge 2x thumb
I totally agree with this.  The call was not missed.  Since this is reported incorrectly it is hard to tell how many people we need during what hours.
Photo of Regina

Regina

  • 2,708 Points 2k badge 2x thumb
Have been struggling with this for years.
Photo of Mike

Mike, Official Rep

  • 91,924 Points 50k badge 2x thumb
It should only say "missed" if the caller actually hangs up.   If someone answers the call it should say "stopped".  It's possible the caller hung up, then called back and got picked up. 

Mike 
Photo of Julie Herrin

Julie Herrin

  • 160 Points 100 badge 2x thumb
Hi Mike!

Thank you for your response! It absolutely is saying "missed". I can sit next to my colleague and when they answer the phone the call shows as "missed" on my screen. Perhaps this is a bug you could look into? I've never seen it say "stopped" and we've had the system up for many weeks now.
Photo of Mike

Mike, Official Rep

  • 91,924 Points 50k badge 2x thumb
Julie,  Please use this link to open a case and include screenshots with details, number called, number called from, time, dates, etc. Open a Case 
Photo of Julie Herrin

Julie Herrin

  • 160 Points 100 badge 2x thumb
@Mike This is still an issue. Can you all please address, particularly given how many people are experiencing this? I have still never seen a "stopped" call. Thank you!!
Photo of Ryan Oley

Ryan Oley

  • 1,090 Points 1k badge 2x thumb
Hi Mike,

Thanks for getting back on this.  Julie is correct, the phones say Missed in every case.  We sit in a common room and every time a call comes into the queue, every phone says 'Missed Call' except for the phone that answered the call (if it was picked up).
Photo of Mike

Mike, Official Rep

  • 91,814 Points 50k badge 2x thumb
You'll want to look at the actual call logs, not the phone.  The call log will show "missed" when the caller hangs up, and "stopped" when it's answered. 
Photo of Gary Bradshaw

Gary Bradshaw

  • 80 Points 75 badge 2x thumb
But missed is only true when a call was connected and no one answered it.   It should say "Hang Up" when the caller hung up.

Missed makes it sound like we did not answer the phone.
Photo of Kim

Kim, Alum

  • 43,270 Points 20k badge 2x thumb
This works the same way your cell phone does...if I call your cell phone Gary and hang up it will show a Missed Call on  your cell.  Same principle applies with RingCentral.
(Edited)
Photo of Roundabout A M

Roundabout A M

  • 120 Points 100 badge 2x thumb
Would love for the phones to be able to differentiate because the call log is not something we look at throughout the day. We want to rely on the message displayed on the phone itself and not have to verify with a log online. 
Photo of gary.bradshaw

gary.bradshaw

  • 432 Points 250 badge 2x thumb
QUE calls are not the same as my cell phone.
Photo of Michael

Michael

  • 120 Points 100 badge 2x thumb
Is this still an open item, or should I start a new one?  not sure how this topic went off onto issues with the call log.  BOTTOM LINE, as the original poster stated, I have a new customer with the same exact issue...four people in the call queue for all incoming calls into the main number...for anybody that doesn't answer the call, they have a missed call on their phones...meaning they come back to their desk, and it's lit up on the VVX500 with a big red 12 (meaning there were 12 calls that came into the queue) that they didn't personally pick up.  THAT'S NOT HOW IT SHOULD WORK.  They didn't "miss" 12 calls.  The only time they should have a missed call is if somebody called their extension directly.
Photo of gary.bradshaw

gary.bradshaw

  • 432 Points 250 badge 2x thumb
This has been an issue since I had my phone system, maybe 3 or more years.  The definition of missed call is simply wrong when more than 1 phone is part of a QUE.

The fact is NO CALL WAS MISSED.

When I see this in my call log how do I ensure customer satisfaction and not ask my team to do a better job when MISSED call is not really missed.

Also, missed should not be a possibility until the greeting is over.
Photo of Ryan Oley

Ryan Oley

  • 1,090 Points 1k badge 2x thumb
I have not received any update on this feature and this still remains an issue for us.  Please write back here if you get anywhere on this.  For something that seems so obvious to the user, its amazing no progress has been made on this.
Photo of David Freitas

David Freitas

  • 474 Points 250 badge 2x thumb
This reply was created from a merged topic originally titled Missed Calls/Queue.

Would it be possible to make "missed calls" distinguish between direct calls and queue calls on the softphone?  I don't "miss" the call when it comes into our queue , our lines all ring simultaneously and someone else answers.  I only miss calls if someone calls my direct line and I don't answer and right now I can't make that distinction. I use the US desktop service.
Photo of Roy Fox

Roy Fox

  • 290 Points 250 badge 2x thumb
Hi All. As a new user with 7 extensions, I find this missed call notification extremely annoying. Even now, when I look at my handset, it's flashing 11 missed calls when in fact we have missed none. This can't be hard to fix.. can it?
Photo of KMAY

KMAY

  • 322 Points 250 badge 2x thumb
Just wanted to throw in my 2 cents and confirm that this is still an issue and very frustrating!
Photo of Roundabout A M

Roundabout A M

  • 120 Points 100 badge 2x thumb
Hi, yes, this is still an issue and makes the missed call register useless. Thank you.
Photo of Julie Herrin

Julie Herrin

  • 160 Points 100 badge 2x thumb
RingCentral, can you please address this? Again no one's call log is showing "Stopped" calls, only "Missed" calls regardless of the fact that one's colleague has answered the call. This seems like a very obvious problem and perhaps the result of a simple bug. HELP!
Photo of Robyn Bonfiglio

Robyn Bonfiglio

  • 142 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Call Queue "Missed" Call.

Office Queue call shows several users "missed" calls when they were in fact answered by another team member. We want the call queue to work like our office phones did - ring everyone at the same time and then stop ringing when someone answers it. 
Or instead of missed call notifications - the notification could say "answered be ext. 102" for example. 
Ringing sequential is not what we want. 
Calling every single number back is also not an option because the calls were not missed, they were answered by someone else. 
Photo of alex d

alex d

  • 2,178 Points 2k badge 2x thumb
This issue also carries over to mobile phones that show the same "Missed Call" msg. 
Photo of Charles Bourassa

Charles Bourassa

  • 162 Points 100 badge 2x thumb
We have 3 call queues and every one of them have this problem. When someone in the queue answers it shows missed call on the other phones in the queue. 

Photo of Cj Dearth

Cj Dearth

  • 100 Points 100 badge 2x thumb

Ring Central - you would think from this many complaints for this amount of time a solution would have been addressed by now.  We are a new user with multiple sites.  We have 10 call groups and many of them contain members at different locations.  A 'missed' call that was not missed is posing a frustrating problem for our users.  This really needs to be fixed.

Photo of Bryan Powell

Bryan Powell

  • 152 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Only notify genuine missed calls in groups & click to dial from browser.

We use a call group for our incoming sales calls in the UK combined with the desktop app. Currently there are four users in the group. Usually one of us will answer a call but the others then get a notification that they have missed a call.

By itself that's annoying but not a big issue.

The issue is that sometimes, for whatever reason, we do miss a call and need to call that customer back. But there is no way to differentiate in the app between a call that someone answered and one that we really missed without trawling through the call records.

Surely if a call has been answered by someone it shouldn't flag as a missed call.

The other feature that I can't find is an app to allow you to click to dial a phone number from any website. Other systems have this feature and it's standard on mobile phones. Can this be added?
Photo of jhil31

jhil31

  • 64 Points
If you are using the RingCentral Desktop app. Under settings there are Hotkeys. Setup the Outgoing call Hotkey to enable the 'click to dial' feature. 

Hope that helps!!
Photo of Case

Case

  • 140 Points 100 badge 2x thumb
I would like a solution to this problem as well. We can't see which calls have ACTUALLY been missed on our mobile app or desktop app.
Photo of Yuan Huang

Yuan Huang

  • 182 Points 100 badge 2x thumb
Yes please fix this issue, I was told by my sales rep to vote on this to get it implemented. This is a problem for my company and we have agents that can't figure out who's getting queue call and who missed it. Thanks.
Photo of LeafVee

LeafVee

  • 532 Points 500 badge 2x thumb
This is a problem for my company as well. If a member of the queue answers the call, don't show as missed. It seems the behavior of the softphone needs to account for the way the queue is setup. If it's setup simultaneous, don't show missed call when a member of the queue has answered.
Photo of Nate Price

Nate Price

  • 154 Points 100 badge 2x thumb
This has been very frustrating for us as well for years. We looked at our report of missed calls two months ago and almost freaked out and set out an ad for 2 additional sales people because we thought we were only answering half of the incoming phone calls. The tag really needs to show as "Missed Call" when the customer truly never was able to contact someone in the queue. Having it also record which extension/person did answer the call would be a lifesaver too. Some times we have customers call and don't remember who they spoke to the first time. Being able to search their number and then see which extension did pick up would improve it so much better. I find it quite bad that there are all these extra features that probably no one really uses and yet this simple feature has never been fixed. It is because of this flaw that we've seriously discussed getting another phone system. FIX THIS PROBLEM OR YOU'LL LOSE CUSTOMERS LIKE US!!!!!
Photo of Thomas Watson

Thomas Watson

  • 116 Points 100 badge 2x thumb
Have you had a reply from RingCentral since posting this on here? 
Photo of Woodford

Woodford

  • 62 Points
We have the same exact problem. It wastes time having to constantly clear your so-called "missed calls" log
Photo of Thomas Watson

Thomas Watson

  • 116 Points 100 badge 2x thumb
Bumping this as there still doesn't seem to be an answer. We too are still experiencing issues with this - a ring group/simultaneous call forwarding that will always show 'Missed Calls' on every one of the handsets on that group, regardless of if it was picked up by another user.  

A feature in the RingCentral admin portal to simply 'Disable tracking of missed calls on Handset' would be great. Manually clearing them is not acceptable. Within 4 hours of doing that, there will be at least 14 more missed calls showing.

Genuinely surprised that a solution hasn't been created 2 years after this thread was started unless it's so hard coded into the handsets that you'd have to go into their individual Config files and edit code to stop it. 
Photo of Mike

Mike, Official Rep

  • 91,130 Points 50k badge 2x thumb
Just letting you know this has been under discussion for some time by our Product Team. Unfortunately there's still no ETA if/when this will happen.  So everyone interested please keep voting and commenting.
Photo of Chris Marshall

Chris Marshall

  • 204 Points 100 badge 2x thumb
Not the phones as they worked fine on our last system but now they do not, this is all to do with RingCentrals central system. they are failing customers basically and it is a discrace that no one from RingCentral has commented on it.