Forward to Ring Group - 100's of missed call notifications.

[Waddy]

Hello,

I have an issue where the person who has a forward rule to call a ring group after 10 seconds of no answer gets a missed call notification for every one of them even though someone in the ring group has picked up and dealt with the Customer. Yesterday she was at Doctor and had 100's of missed call email.

Call Flow: Customer > Receptionist > 10 Seconds or Status Away > Goes to ring group and picked up = reciptionist missed call email.

Latest Version. Pro License.

Any ideas on why this is happening and how I stop this behavior?

Thanks.

 

[leejor]

What type of sets are you using. What type of ring group are you using.?
There is usually a SIP 200 message, Call completed elsewhere. sent to the sets, and no missed call notification is shown. The set must be able to act on this.

https://www.3cx.com/community/threads/answered-calls-within-a-group-show-as-missed.63039/

 

[Waddy]

Hi Leejor,
Thanks for your help. Yealink Handsets T41S and T53W. Ring Group is set as "Ring All".

 

[SteveITS]

reciptionist missed call email.

This seems correct if the receptionist didn't answer? Try putting that extension on DND instead?

 

[leejor]

My understanding is that Yealinks are one of the makes able to make use of the completed elsewhere message and the Ring All strategy will send this to the remaining sets if one member answers. Maybe a option, on the set, that needs to be changed? If the call is not answered by any member, then all should receive a missed call message. Is the receptionist a member of the ring group? If not, and she does in fact miss a call (or 100), then the system is behaving as expected.

 

[SteveITS]

But from the description (as I understand it) the ring group is after the call is forwarded...the receptionist isn't in the ring group.

 

[Waddy]

Thank you for the help.

SteveITS: I think this may be the problem, thanks - The ring group also contains the receptionist ext.

The idea behind it was Reception phone keeps ringing when other ring just in case she gets back to her desk in time.

DND on reception phone = No missed call notification, but they keep forgetting to do that action.

What I am trying to achieve is

External Call > Receptionist > No Answer 10 Seconds > Ring Group + reception rings.

Is that the best way to achieve this?

We are an Agricultural Business not a Call centre so no Agents

 

[leejor]

If they are part of the Ring Group, they should not receive a missed call notification as long as someone else did answer the call. However, if they fail to answer their set when the external call first comes in, before the call then forwards to the ring group, they will probably get a missed call notification as they did actually miss a call. They would need to forward all calls direct to the ring group

 

[Waddy]

What is the best way to achieve this so Reception rings for a period then goes to other Staff if not answered or away? But doesn't create a missed call?

Like this: External Incoming Call > Calls Ext 1 (10 secs) > No answer > Calls Ext 1, 2, 3 & 4

I have made a change to one Branch.

Where incoming call to Main DID goes straight to Ring Group but this is Ring ALL, when they only need their phone to ring if Reception does not answer. 5 Phones all ringing at once is not ideal, they dont know to pick up or not.