We have an on-call extension tied to a ring group, and that extension is only used for receiving afterhours calls via that ring group. Staff have a personal extension to use during regular business hours. When a staff member who was on-call is no longer assigned an on-call shift, they switch their extensions from the on-call one to their personal one. Yet lately they are still receiving calls from the on-call ring group after their shift is over and they've switched to their personal extension, which is not tied to the on-call ring group at all.
Example:
John is on-call, and activates his on-call extension 1000, which is part of the on-call ring group. He ends his shift and changes his extension to his personal/non-oncall one, extension 2000. The next on-call shift arrives and Jane activates extension 1000 as she is the person on-call for the evening. A call comes in, and for some reason, John still receives the call.
The only solution we've found is to have the users completely deactivate ALL extensions in the app, and then new incoming calls will correctly go to the person actually on shift.
Example:
John is on-call, and activates his on-call extension 1000, which is part of the on-call ring group. He ends his shift and changes his extension to his personal/non-oncall one, extension 2000. The next on-call shift arrives and Jane activates extension 1000 as she is the person on-call for the evening. A call comes in, and for some reason, John still receives the call.
The only solution we've found is to have the users completely deactivate ALL extensions in the app, and then new incoming calls will correctly go to the person actually on shift.
