Clearing missed calls badge on Desktop app for Mac

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  • Updated 1 year ago
  • (Edited)
I am running the Ring Central Desktop app as a supplement to my desk phone. Whenever there is a missed call the Desktop app notes it in the log and updates the notification badge (a number in a red circle or oval) to indicate the number of missed calls. This is handy to see as far as it goes.

But...

There does not seem to be any way to clear this badge without deleting all the calls from the call log in the Desktop app. This undermines the purpose of the call log and is a major irritant to constantly have a visible notification of missed calls that I'm already aware of.

There needs to be a way to clear this notification badge. IMHO, the best way to do this is to clear it when leaving the view of missed calls in the call log within the app. In other words, it should be the number of new missed calls. That number should remain unchanged when clicking on the Missed tab of the log, then cleared when moving on to something else in the app.

Another option could be to add a "Clear Notification" option to the popup menu for the Missed Calls log. I could see this being a preferred method for some people.
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Ed Heckman

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Posted 2 years ago

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Heather Goldberg, Champion

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We ran into that issue as well.  If you scroll all the way to the bottom of the call log, That notification will go away.  Once you do that, it will only have the new calls show.  Basically, you have to scroll through the calls you havent looked at for it to clear.
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Colleen

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That did the trick...thank you!
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Colleen

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I've had 6 missed calls since doing this 5 days ago and now I cannot clear the notification.  The app on the phone clears this by just clicking on "missed calls" but the desktop application does not respond to anything.  It's also maddening that it's all or nothing on clearing the call log.  Need to be able to clear individual numbers.
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Robbie Nelson

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This was driving me nuts! Your suggestion worked... Thank you!
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ScraPerfect .

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Did not work for me. I tried both with ALL calls and just missed calls. I tried clicking on the individual calls, too.
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Saadet - Community Moderator, Official Rep

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Hi ScraPerfect,

I'm not having any issues clearing my Missed Calls in the desktop app on my Mac. I would suggest opening a case so we can investigate.
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Ed Heckman

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Interesting. But then you have to wait for it to build up enough missed calls for scrolling to be possible. Right now I have 2 and I don't get that many that the list grows very fast.
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Heather Goldberg, Champion

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If you dont clear the call log, you will be able to scroll regardless of how many calls are new.
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Ed Heckman

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In thinking about it further, it seems the goal is to only clear the badge when a missed call has been seen by the user. But the current implementation appears to be too coarse.

My old POTS phone did something similar for missed calls. As you scrolled through the missed call list, calls you had seen were marked with a check mark. Calls you hadn't seen were not checked. The unseen call count was displayed on the home screen.

The Desktop app could do something similar. When an entry in the log is drawn in the app—only when it's the frontmost app—it could be flagged as "seen". Then update the notification badges (and maybe a "seen" checkmark) when the app is sent to the back or when going to a different area in the app.
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Ed Heckman

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I finally have enough missed calls to enable scrolling in the Desktop app. The missed calls badge is still not being cleared when I scroll. Unfortunately, I'm right back to the problem that the only way to clear the missed calls notification badge is to clear the entire log in the application. This is very, very bad.

This is the current release of RingCentral for Mac.
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Luke, Training Specialist

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Hi Ed, I have confirmed this on my setup as well. I don't think the issue is just with your own RingCentral for Desktop softphone, but on the RingCentral for Desktop app on Mac.

My normal method is to open the RingCentral app on my smartphone and when I look at my missed call list it will clear on all my softphones. It's a clunky workaround, but it might work for now. Let me know if that works for you.
(Edited)
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Hey Ed,

I verified and once you've clicked on the Missed Calls Section in the Desktop App, it should remove any notifications (badges) at the top....you shouldn't have to scroll.

I would suggest opening a case so we can investigate this!
  
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Ed Heckman

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Hi Saadet,

I had opened a case. (#06682701) I was directed here to put in a feature request.
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Hey Ed,

Sorry, looks like it is a Mac specific thing as Luke mentioned above. I'm on Windows and it works fine.
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jesse

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My Windows computer does the same thing. It is intermittent; the badge disappeared for a while but is now back and won't go away.

Scrolling to the bottom of the list does not work, but clicking on the ellipses at the bottom just cleared the badge. 
(Edited)
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Justin Powell

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I am having the same issue, but on Desktop App for Windows. 
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Hey Justin,

What version are you on? As I mentioned earlier in the thread, it works fine on my Windows machine.
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Justin Powell

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All are on the current version. I am wondering if the issue has to do with me using Ring Central for Windows on 2 PCs. I have tried the refresh button, scrolling, logging out, none change the missed call number. 
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Hey Justin,

What do you mean by you're using the desktop app on 2 PCs? Are you logged in with the same credentials at the same time?
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Justin Powell

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Yes, I have it logged into my Home Office PC, and laptop. I dont have a desk phone, only the 2 Windows Apps, and Mobile App. 
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Hmmmm....if they're both signed into at the same time it could be causing an issue. To be safe, I would open a case and ask to get the debug logs of your softphone (unless you feel comfortable getting them yourself).

  
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Justin Powell

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I will give that a try, I hope thats not the issue. Id hate to have to log out anytime I switch devices.... 
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Corrie Evans

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Still having the same problem with the Mac desktop version.  If this is a known bug, please just say so
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Ed Heckman

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Here's another interesting data point. I enabled the debug logging to see if I could capture what's going on. When I launched the app again, then went to the missed calls, the notification badge was promptly cleared.

I've now turned debugging off again. We'll see if new missed calls will get stuck again.
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Jay

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I started having this issue immediately after updating the Windows Desktop App to version 9.4.3.29474. Prior to that, the badge always cleared as soon as I clicked the "Missed" call log then clicked back to "All."

The scrolling trick clears it but would like it back the way it was.
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Danno, Champion

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Same here.  I even removed APP and reinstalled 9.3 and everything was back to normal.  Updated to 9.4, and voilà, the badge is back again.
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Mike Spurlock

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I'm using the Windows desktop App, version 9.4.3.29474 and I cant clear the missed call log either! Its very annoying! I've logged out & back in... still shows the missed calls for the last 2-days. Tried the scrolling trick - didn't work. Don't know what to do to clear these calls! I used to just open up the call and then close it, and boom.... cleared. Not now! Nothing clears it!
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Hey Mike,

Please open a case so we can investigate!

  
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Pamela Squires

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I also had the same problem for the past few days.  Called support late yesterday and was told the only way to fix it was to reinstall the desktop app (he said it "should definitely" fix the problem).  Didn't want to mess with it last night, then came in this morning and suddenly it's working again without my doing anything.  Weird.
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TSI Newman, Alyssa

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I ran into the exact same problem last week. I uninstalled the app from my computer (desktop app on Windows) and then reinstalled it and it seemed to fix the issue. It at least cleared the missed call notifications that had built up since last week. HOPEFULLY it will continue to work correctly now that it's been reinstalled. 
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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-02-15 Also - when this happened in a former install version, they had us use a Chrome Incognito window and accessing it via that allowed it to clear. 
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Ed Heckman

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This morning I had another missed call. Going to that area of the app cleared it immediately.


It appears that something can cause the app to get into a state where it's unable to clear the badge.  But once that "something" gets resolved—in my case, by enabling the debug mode—it works again.
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Robbie Nelson

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When you scroll all the way to the bottom of the missed call list. there are 3 dots... if you click on this, it will clear the missed call notification number. This has been driving me nuts for a couple weeks now, but this seemed to have worked.

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Official Response
Hello Everyone,

Our Product Team got back to me on this issue - they are aware of it and the fix is scheduled to be coming out in our 10.0 release (which should finish being rolled out for all accounts by the end of March - you can contact your Account Manager to learn when your account is scheduled to be updated).


2/21/18 at 3:30 MST

Update - I just found out that the full roll out for 10.0 will complete mid April (if that changes I will let you all know!) 
(Edited)
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Ed Heckman

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Thank you, Saadet! That is very good to know.
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You're welcome! :)
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Saadet - Community Moderator, Official Rep

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Hey Everyone,

I just found out that the full roll out for 10.0 will complete mid April (if that changes I will let you all know!) 
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Cecile Glassy, Champion

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Thanks Saadet! 
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You're welcome!
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CAREY

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I have the same issue on my RingCentral for Mac: missed call indicator cannot be erased - plus missed calls stay in red text.