Do Not Accept Queue Calls

Hi ​@Alycia408628026,

It sounds like this might be an issue with queue settings or an intermittent connection problem. Here are a few steps that could help:

1. Check Queue Settings: Sometimes, changes to queue settings can cause unexpected behavior. Have an admin review and confirm the queue settings in the RingCentral Admin Portal to ensure all configurations are correct.

2. Browser/Cache Refresh: If your agents access RingCentral through a web browser, try clearing the cache or switching to another browser to see if this resolves the issue.

3. RingCentral App Update: Make sure that the RingCentral app on all devices is up-to-date. Updates often contain bug fixes and improvements that can help with issues like this.

4. Network Connection: Ensure your network connection is stable. RingCentral functions are sensitive to connection quality, so even a slight fluctuation can sometimes cause issues with logging in or out.

Yes for the last few days all of our user’s no longer have the ability to toggle Accept Queue Calls on/off...instead it gives a message, “This setting is managed by your company administrator.”

And I know I have not enabled anything to restrict this for our users.

Hello ​@jasonnoel, please submit a ticket to our Tech Support team to have this checked. 

https://support.ringcentral.com/new-case.html

I have, and have been going back and forth with them about it for the last 2 days...just thought I would hop on here to see if it was mentioned by anyone else.

It has been escalated with our Customer Success Rep, but it is a huge issue for our users who are not able to stop queue calls from ringing into them.

All good, ​@jasonnoel! Glad you came to Community to see if the issue came up for someone else!
If you find that you don’t get what you need, ping ​@Mary-Community_Moderator or myself and we’ll make sure this gets sorted. 

Yes, ​@jasonnoel, I’d be happy to look into this further for you. Just let me know!

Mary/Bekcy, if there is any assistance you can provide, that would be great.

As it is now, none of our users are able to self-manage their call queue availability.

The case that I have open does not appear to be moving at all, as we are now day 3 into this issue.

I’ll gather more information regarding this issue and make sure to get back to you.

​@jasonnoel RingCentral Support was not able to help me either which was very disappointing, so I had to find a fix on my own. The only thing that has worked for this issue is editing their custom role to include the “Configure Delegates” feature. This re-enabled my agents to be able to log in and out the queue. Let me know if this works for you. 

​@Alycia408628026 

I was finally able to have a RingCentral engineer add an Accept Call Queue Control option to our platform, and that did the trick (once the selection is made, and users log out, the back into their RC accounts) … I hope this helps

​@jasonnoel Wow! What a process to fix something they broke, but the customer has to jump through hoops to get a resolution. I’m glad you were able to get it resolved. I didn’t have the time or patience to keep going back and forth with support only to get suggestions that wouldn’t work. But I’ll keep this option in mind. Thanks!

I can confirm the same behaviour, we enabled the setting and it seemed to fix the issue on our side. We also don’t have the “accept queue calls control” option on our interface. Support did not have an answer for me on why the behaviour changed.

Hello, we saw the same issue today, the “ Accept Queue Calls” toggle became disabled for all our queue members, with the message  “This setting is managed by your company administrator “. In our case we were instructed by support to enable the permission “Phone System\Groups” in the Role assigned to the affected users. Doing this did resolve the issue for us.

However it’s utterly bizarre that there are now 3 different workarounds for the same issue. Our Ringcentral plan does not have a “Configure Delegates” feature or an “Accept Queue Calls Control” feature visible on our Role permission lists.

Hi Everyone,

First of all, thank you all for sharing your workarounds to help resolve this issue.

We’d like to let you know that this is a known bug in the platform, and our Solutions Engineers are actively working on a resolution. If you continue to experience issues even after trying the suggested workarounds, please submit a support ticket so our team can assist you further.

Thank you for your understanding and patience!

I’m having users report the same issue as well. Been happening since Wednesday. Case has now been submitted. 

Same issue here since sometime last week, support was clueless. Thank you ​@Alycia408628026 for the above, enabling ‘Configure Delegates’ resolved the issue. ​@Mary-Community_Moderator if you could please update here when this is resolved so we can roll back the Configure Delegates permission. Asked support for the same but they had no idea what I was requesting even after specifically referencing this thread.

Support ended up applying the fix that jasonnoel posted above. Now we’re working again. 

​@Mary-Community_Moderator Has this bug been formally resolved??? As of yesterday I can confirm we are still experiencing this issue and for the last 2 months we have been using the work around and by enable the permission “Phone System\Groups” in the Role assigned to the affected users. This is not ideal for the long run. 

Thanks!

Hi ​@jesperson,

I'm looking into this now and will update you here as soon as I have more details.

​@Mary-Community_Moderator Thank you!

Hello ​@jesperson, I wanted to let you know that a fix has been provided for this known issue. To get assistance with the resolution, please submit a ticket here.