Missed call

[RDWild]

A call came into a ring group over the weekend, the ring group is set to ring all. The user who was on call and using the 3CX smartphone app, claims he did not receive the call, and it does not show a missed call on his phone. The ring group shows the call - received and unanswered, then transferred to voicemail, although they did not leave a voicemail. Is there anywhere in the logs I can dig deeper to see if this call was in fact, sent to the extensions, and whether the extensions received the call and rang?

 

[NikolasA_3CX]

Hi @RDWild

A member of a ring group that is already on a call cannot receive a second call, and this is the expected behaviour. Also, a ring group does not repoll an agent like a queue, which means if an agent is on a call while another call is ringing in the ring group, and that agent terminates their current call, the ring group will not poll them again, as it only polls once, whichever agent is available at the time.

 

[RDWild]

Sorry, that was not clear. He was "on call", meaning the one responsible for answering the phone over the weekend. He was not actively on a phone call at the time.

 

[NikolasA_3CX]

Sorry, that was not clear. He was "on call", meaning the one responsible for answering the phone over the weekend. He was not actively on a phone call at the time.

Thank you for clarifying. In this case, to check if the call rang their phone, you will need logs in verbose logging mode to check if the push notification was indeed sent to their mobile device.