I also reported this problem last week (ticket # 13182965).
Here is my ticket dated 7/15/21:
"Something has changed at Ringcentral maybe in the last 5 days or so. We have not changed any settings in our users or phone setup. We use Polycom VVX 411's in our office. We have presence setup on some of the users, so if they are not at their desk and their phone rings, another use can pickup the call from their own phone. This has worked fine up until about 5 or so days ago. It still works if a customer calls a user's direct extension... another user can pickup the call. However, if a customer calls a queue, and the phone rings to a user's desk (and that user is not there), another user cannot pickup the call. When you press the button on the Polycom VVX 411 phone to pickup that user's call, it just does a half pause and doesn't answer it. The original user's phone continues to ring. Again, this use to work a week ago. Something changed at RingCentral. It is annoying to have to let the original users phone ring for 20 sec before the call goes to the next user in the queue list. It should function like it use to last week."
As of today, I have not received a response...
I assume others have queues setup and would like to answer other users' rings when they are temporarily not at their desks. This is a bugger especially when you have "sequential" queue routing set for a queue.
Our users have also been experiencing the same thing for the past 5 days or so. We also are using Polycom VVX411 phones. Was on the phone with RingCentral for an hour today and they claim they have no knowledge of this happening to other clients and are saying it is a licensing issue since we have a Standard license and call monitoring is not part of that license. Even though everything has been working fine for the past 2 years. I have a call into our account manager now to try to get to the bottom of this. (Ticket #13212547)
if you use plantronics hub , go to help tab-then got to supoort . look for dropdown tab troubleshooting assistance, - then make sure the{ troubleshooting mode is turned off.} this helped me clear up my with the headset buttons not working. when it is ON it dis-ables some of the device settings.
Also broken on our Yealink phones. Totally unacceptable response from RingCentral.
Thanks to @kmcelmury for this update - posting here for visibility:
RingCentral has added a feature and more security to the call queues. There is now a Pickup Settings & Members area under the Users where you will need to add who can pick up calls from the call queue after a certain amount of time which is under the Alert Settings. Once members are added to this it will reboot their phone and add a Presence button labeled as that call queue. After the set amount of time in the alert settings has expired then that button will light and those members can pick up the call.
