Hi Janet & Jon,

In this scenario is the user being called directly or via a queue? I'm assuming directly, but wanted to touch on the queue aspect just in case - you may need to alter the caller wait time. For our queue calls, we have it set up so that if one of our reps doesn't answer within 10 seconds it jumps to the next person (for the caller's sake):



Assuming it has nothing to do with a queue, could you take a screenshot of the user's Call Handling settings? I'm thinking it has something to do with the forwarding order (Sequentially vs. Simultaneous) or the option under the Desktop & Mobile option. Here is a screenshot of my personal user settings (I use the RingCentral Phone application and do not have any other devices/forwarding set up):



Let me know how you make out and I will try to help further.

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Hi Nicole

I have tried both direct and via a queue. It's currently set up as direct and here are the Call Handling and Forwarding settings


It doesn't make any difference what value I select in the ring/secs dropdown.

Thanks,
Jon

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Hey Janet and Jon Mier, sorry for the frustration. The Engineering team is still looking into this issue and how to fix it. I'm currently watching the JIRA and when they post an update there, I'll let you know!

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We have the same problem with our queue and direct incoming calls. No amount of resetting the number of rings seems to do the trick.

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Any updates on this? We're experiencing a similar thing where the phones (simultaneous) will ring for 3:30 min before going to voicemail.

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Same here. Doesn't seem like something that should take a year to fix.

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Hello, I'm just looking for an update on this issue - has RingCentral found a solution?

Thanks!

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Hi @Fred Kenney, it shows that the JIRA ticket is closed. Please submit a ticket to Tech Support to investigate the issue.
https://support.ringcentral.com/new-case.html

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