FEATURE REQUEST - Missed call display for group extensions

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  • Updated 7 months ago
Merged

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

We have a US account and are a manufacturing business with technical support on our products and additional services offered. This feature request likely affects all account types and businesses.
When a "group" extension is set up, with multiple members, missed calls display in an ineffective way.
For example, a group extension calls 5 people simultaneously. 1 person takes the call. The other 4 people see a missed call on their extension. The only way for those 4 people to know if someone took the group call is if an administrator logs in to see that someone took the call and notifies everyone, or if they all communicate in an external chat with each other to ensure someone took the call. It's very inefficient.

Currently we have a group extension for technical support. Every time a call comes in we have to get on a chat together and say "i got the call" or "did someone take that call?". Then if no one is answering I (as the administrator) have to jump in to make sure someone took the call.

Ideally, when a group call comes in, one of two things would happen:
Users of the group should either see "missed call, accepted by extension X", or don't see a missed call at all. I think the latter is preferred - the end user was calling the group not an individual person, so a missed call is only missed if no one on that group answers. But even the first option would be hugely beneficial. 

It would also be nice if, when a call is missed by the group as a whole, I could somehow assign the missed call to someone in the group for them to return the call.
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Whitney Nottage

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Posted 7 months ago

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Whitney Nottage

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After writing this post, I found another post created THREE YEARS AGO on the same topic and commented on by HUNDREDS of users.

https://community.ringcentral.com/ringcentral/topics/call-queue-that-does-not-show-missed-calls-when... 

This is clearly a major issue that every user is complaining about. Can a Ring Central representative please provide a corrective plan of action on this ASAP? I'm seriously considering finding a different solution because this is so frustrating. After reading more about it and other's comments, I've even gone as far as deciding this is not a feature request rather it is a BUG. 

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