Presence: Caller on Hold causes other phone that monitor to ring

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I have 2 VVX500 phones. I have set both phones to monitor all lines as well as be able to pick up a line. The problem I have is that when I place someone on hold the other phone rings. The person can "silence" the call, but you can't tell why it is ringing so it is possible that person will pick up the line. I don't want the other phone to ring when a call is placed on hold. The help desk had me turn off the "Ring my phone when any user I am monitoring rings" to stop this, but of course now she can't hear any of the lines. The support desk said there isn't a fix for this. I would love for someone to work this bug out for us! Thank you!
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Admin@BMBLLC

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Posted 4 years ago

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Ernest Marquez

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Did you ever get this resolved. I have the same problem and it is very annoying.
I am having the Same issue, Please fix this. ASAP
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Tracey Korn

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Did you find a work around? I know you said you had this issue 2 years ago and it doesn't sound like there is a fix.
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Jeff Corwin

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There is a setting within the 2nd phone (the one that is ringing), under the "Presence" settings for "Ring my phone when any user I am monitoring rings". Make sure this is unchecked.
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Tracey Korn

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I understand that unchecking this would eliminate this problem, but we want the phone to ring for new calls, not when a call is placed on hold.
There is 2 seperate check boxes. 
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Laurie Johnson

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Correct, but we need our monitored lines to ring when a NEW call comes in. Unchecking the box does not solve this problem. I have never heard of another company having this glitch, or making it so hard to fix this issue. 
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Bryan Miller

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It seems that having both "ring my phone when any user I am monitoring" and "enable me to pick up a monitored line on hold" at the same time causes this.  I'm using Polycom VVX 310 and VVX 410 handsets.

(Edited)
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Tracey Korn

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...right. so what if you want both to occur?
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B. McKool, Champion

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Only put a check mark in the box for "Enable me to pick up a monitored line on Hold".  That should fix this.
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Tracey Korn

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Eliminating the "ring my phone when any user I am monitoring rings" is not helpful, as we want the phone to ring when any user we monitor rings, just not when they put someone on hold or conference someone onto the call.
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Tracey Korn

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We are having the same issue and have heard from Ring Central that there currently is no fix. Please work on this ASAP. It's not just annoying - but makes no logical sense. When someone is on hold there is no reason the line should ring on other users phones.
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Julie Whitt

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I am in the same situation! Calls placed on hold make about 6 phones around our office start ringing and creates complete chaos! PLEASE PLEASE PLEASE find a way to disable "Ring Monitored Lines when On Hold" - but not new calls. This could very well cause us to switch phone companies. 
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Tracey Korn

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Julie - we are in the same situation. It's horrible. We had no idea about this issue when we were testing the phones (of course), and now it's very chaotic. It causes so much confusion and so many phone calls are interrupted by someone else picking it up when they are on hold. Ring Central is saying there is no fix for this issue, unfortunately. If they can't get this resolved - we may have to switch when our contract is up, as well.
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Tracy, it seems that your call flow setup could be evaluated and possible adjusted not to have this one option be such a problem.  I have so many customers that use presence both small and large and I NEVER use this option.

would you explain how your call flow is setup?  Maybe there is another option to help out.

Making software changes takes time and each option is evaluated.  I agree it should not work that way but there may be a solution.  

Chuck
Certified Ring Central consultant.
Chuck@yoritguy.com
630-975-1200
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Tracey Korn

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Chuck - I know we've discussed this before. We have 4 Executive Assistants who monitor 7 of our executives lines and eachothers. We all have presence set up so that we can see when eachother is on the phone and/or answer every one of the executives phones if their assistant is busy. For example, if my boss receives a call and puts it on hold or tries to conference someone in, all of our phones ring as if he's receiving a new call and since we can see he is on the phone, we answer it and if it were a new call - always it's someone on hold or someone waiting to join his conference call. It's incredibly frustrating. If I am on the phone and put someone on hold to see if my boss wants to take the call, the other assistants think I am unable to answer the phone and answer it for me. Once they "answer" the call, it is then "their" call and they have to then transfer it back to me...I lose ownership. Ring Central has told me that if you have presence setup and have enabled both "enable me to pick up another users line on hold" AND "ring my phone when those I monitor phones ring" - this problem occurs. As you can see on this thread and the other one I posted - there are several people suffering through this issue.

All of the EA's need presence setup, need their phones to ring when their bosses phones ring, and need to monitor eachothers lines, which means we need to have the "enable me to pick up lines on hold" for each of us. There's no other workaround.
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Tracey Korn

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I've walked through our setup with so many different people from Ring Central and they all confirmed it's a glitch with no fix right now.
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RC-Installer, Champion

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Hi Tracey,  Thanks for explaining (Again) cant remember everyone's posts.  So the fact that this change has been requested almost 2 years ago, and it still functions the same tells us users that it must not be a highly requested option to make it to the road map.  With that said, the question for your and your organization, are you willing to look at your call flow or make slight adjustments to make the system work for you?  If not, then nothing else to say, but if you think that by replacing your old land line PBX with a advanced communication platform like Ring Central and you expect everything to work the same without any changes to call flow or process, then that is just not reality.

So let me ask a few questions, when the call comes in, do the "Bosses get the call directly and choose if they are going to take the call or not?  do you have line of sight to the boss and their phone.

Do you answer every call and then check with them if they want to take a call?  or do they decide based on who is calling ETC.

So let's just say that is the case, all calls go to the Boss and they decide weather to answer or not, if they don't then one of the EA's then pick it up and take a message.  If they is the case, why dosent the Boss just hit ignore when they don't want to take a call and the call flow will deliver that call to either their primary EA,  (If one exists) or will that not work?  There are also ring groups that work giving you the choice to pick up a call and other options also, but with each of these solutions, there may be some process change to make it work.

Just some thoughts, 

Chuck
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Cathy Whitehouse

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We have the same problem at our company and it is the most poorly designed feature I have seen on a phone system.  It has created embarrassing situations with clients and makes us look unprofessional and disorganized. 
(Edited)
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McLaughlin

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Hi Chuck. Appreciate your effort in responding here but figured I'd help Tracey here as there seems to be a disconnect. We're in a similar configuration and have the same frustration. I've mentioned it to my never-ending carousel of account reps on several occasions.

It is a really, really basic thing we're asking for: we need people to be able to distinguish between a new call coming in and a call that has been placed on hold. I've had experience with a good half dozen office phone systems and have never seen one with this design flaw. 

I don't follow your hypothetical above but I'll give you an actual example:

Partner A gets a call from a number he doesn't readily recognize. He lets Assistant A pick up. It is a client..."Put him through!"

After chatting for a moment, Partner A sees his wife is calling on his mobile -  he knows he needs to take it. He puts the client on a brief hold - hey it's his company, he can do what he wants.

Assistant A is nearby but can't always see exactly what is going on in the Partner's office. Perhaps he closes the door to talk to his client.

Suddenly, the Partner's phone line is ringing WITH THE EXACT SAME RINGTONE as a new call. She doesn't know if the Partner quickly finished his client call or put the call on hold...she has other things to do with her day than stare at the monitored line fur the duration of every call the Partner takes...

...or, even worse, Assistant A got up to get water, and now Assistant B has no idea whether it's a new call or a held call, and doesn't even know the client that is sitting on hold. She picks up and says, "Good morning, Partner A's office," and now the client is all pissed off because he thinks he's being bounced around the office and nobody knows what's going on and blah blah blah. 

Anyway, there are probably a half dozen solutions or desired options/configurations to address this issue, but at the most fundamental level, if we could just get a different ring tone for calls on hold vs. new inbound calls, we'd have a 90% solution.

If helpful to you we're mostly using Polycom Sounpoint 650s which can absolutely support this functionality because they did on Verizon before we ported them to RC, so it's definitely a software issue. 

Sorry for the essay but really hoping RC can fix this as it's likely to be a driving factor for us to leave the platform as well. Thanks. 

BJ
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Tracey Korn

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This reply was created from a merged topic originally titled Monitored lines ring on all phones when they put user on hold and/or conference c....

Hello, we are an investment firm in Los Angeles, California (USA) with about 55+ employees. Per previous conversations with my account manager and technical support engineers, there is no fix to an issue we're facing right now (see case #06127194). 

Right
now, the issue that is driving us absolutely crazy and that we are
becoming extremely frustrated with is this: when someone is put on
hold by someone whose line we monitor, our phone rings as if a new call is
coming in. So, if someone is monitoring my line and I put someone on hold,
everyone who monitors my line sees a new call coming in and has the opportunity
to answer it (which happens quite frequently disrupting call flow and call connections). In addition, we do a lot of conference
calling and this has become a real problem, as when you go to conference in a new person on the line, the phone puts this person on hold, ringing other phones. I can’t see any reason why this
feature would exist as it has no useful purpose and is beyond cumbersome for our Executives and their assistants who manage an extremely high call volume. I understand that the reason this is happening is because we all manage multiple lines and have both "enable me to pickup another users line" and "ring my phone when a user I monitor rings" -- however, those are two features we need and part of the reason we were excited to switch over to Ring Central. Eliminating one or both of those features to eliminate this issue is not a solution - it is a workaround and would not be helpful in how we'd like to use our phones.

Ring Central has recommended that I use Park lines to fix this issue (instead of placing someone on hold, I'd park them on this line). In my opinion, this is not a solution but rather a workaround to a glitch in the system. This would require using the phones differently and having to teach all of our employees to not use the "hold" feature, but to use the park lines. In addition, this doesn't solve the issue when individuals are trying to conference in people onto their call, so it would only solve it 50% of the time. One of the reasons we switched to Ring Central was all the features we would have when managing calls for other people -- and this is counterproductive.

What should happen when I (or anyone else) puts someone on hold is that they should stay on hold on my line only, like any normal phone function. It should not ring anyone's phone. Perhaps it could just blink red on others phone so they see that I have someone on hold.

I would like for Ring Central to fix this glitch (since it is a glitch), as there is no useful purpose for it. Please vote on this if you agree and/or are dealing with the same issue. We shouldn't have to use all these workarounds for basic phone features that are standard with any provider.

Thank you.
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Julie Whitt

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YES! ALL OF THIS!! RINGCENTRAL - PLEASE LISTEN & FIX IT!
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Frank Kinsella

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This reply was created from a merged topic originally titled Presence call on hold and have it delay before it rings presence lines.

When 'Ring my phone when any user I am monitoring
rings' is turned ON, and the call is placed on hold, the devices monitoring
presence will ring. The ringing when on hold causes confusion because users think
the phone has not been answered. Thinking the phone still needs to be answered
(because of the ringing) users monitoring presence pick up the line and it in turn transfers the call to that user's line. This makes the person, who put the call on hold, think that
the call was dropped or lost because it
is no longer on their line. 

I would like there
to be an option for the ringing to be delayed
(15-20 seconds or more) before it rings other presence lines.
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Rob LaRose, Champion

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Has RC commented on this at all?  Is it a RC issue or a Polycom issue?
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Saadet - Community Support, Official Rep

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Hi Rob, in all honesty I have not been given any information regarding what causes this to occur 
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Julie Whitt

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I have reported our specific issues and concerns in regards to this matter to RC multiple times.  I'm not sure about the person that did the original post, but it seems to be an RC issue and I have given them the details but have not seen it resolved through a system update of any kind.
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Hi Saadet, it looks like 34 customers have indicated it's a problem for them and it was first reported here 3 years ago.  Do you have a channel to RC engineering/development that you can tap to get the skinny?
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Mike, Official Rep

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This issue has been communicated to our Product Managers and engineers. They've confirmed that this is the current design. Unfortunately there's no ETA if, or when this will change.  Like many other feature requests, our Product Team has to prioritize 100s of requests and it's simply not possible for all requests to make on the road-map.   Your votes do help though, so anyone else who would like to see this change please keep voting. 

Mike 
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Len Rosen

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how many votes will it take to get the necessary  results? Users pay a subscription for a good reliable working service.  Do we need to vote with our cancellations?
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Will Simon

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The highest voted "idea" is more than three years and hasn't been implemented, even with over 200 votes :(
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Saadet - Community Support, Official Rep

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Hi Len,

For a more detailedanswer please visit this thread.  We realize we may not be aperfect fit for every customer but our product team is working diligently to satisfy all customers and move the product and company in the rightdirection. 
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Shane Loomis

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Funny - I get the impression is not even a reasonable fit for any customer - this response, like the years of response before it, reflects a complete lack of understanding of a real workplace.  It is outrageous that it is so difficult for Ringcentral to resolve this longstanding and widely reported defect in the sytem.
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Rob LaRose, Champion

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Hi Mike,

   Thanks for this.  Do you work in a different capacity from Saadet?

   I recognize that this may not be a priority for the product / may not be on the road map at all.  But this request has been live & upvoted for 3+ years without ANY response from RC whatsoever.  If the community forum is seriously meant to be anything besides a user-to-user echo chamber, that's contemptibly neglectful.

   Every question/request merits some response from RC.  Certainly every up-voted one.  In this specific case, for RC to even simply report that this is a RC product design vs. a Polycom restriction would be a huge help to the affected customers.  Absent any information from RC, we're left working support cases with two different companies just to figure out whose decision this was.

   I'd like to follow-up on your note that "your votes do help."  The fact that the top-voted request is over 3 years old and still tagged "No status" doesn't give credence to that claim.  Would it be possible for you to shed some light on the feature request pipeline from Customer => PM => Dev => Feature?   Or Idea => Under Consideration => Planned/Not-Planned?  (If there's already such info available, could you provide a link?)

   Too many Idea threads in the community end with "Hello?  Is anybody reading this?" type of remarks.

   Thanks!

--Rob
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Len Rosen

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This issue needs an immediate  solution.  Other cloud pbx providers do not have this issue
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Alexander Pederson

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Yes Can we please get this fixed. ASAP. We may have to start looking at other services. 
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Julie Whitt

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Unfortunately, I don't think RingCentral will do anything to correct this issue. I did have a nice conversation with a sales guy from Spectrum though.  He let me know that it's an issue between the software and the Polycom phones.  Spectrum uses a different brand phone, but has the same software and they haven't seen this issue at all. I thought that was interesting.  I still need to do some research to confirm the validity of that - but still found it interesting.
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Jeffrey Goodman

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This problem is AWFUL!  I wish I read this thread before signing up for RingCentral.  I would cancel on this alone if I didn't have a contract!  :-(
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IT Xpress

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This is such a bizarre feature. I have this issue myself AND with clients because of the way RC handles calls and limits how you can configure call queues - presence/monitored ringing is very common setup. But it makes no sense to have the monitored extensions RING when you place a call on hold... I can't even contemplate the scenario in mind why you would have a phone system even do this (because if you want a call to go to the monitored extension - transfer it)...