Ring All not sending missed call notifications to T29Gs

[DeanKellham]

Hi,

We have a Ring All group set to call a number of extensions. If someone is already on the phone and another call comes in we expect this call to show up as a missed call on all the extensions included in the ring group (including the extension that was on the phone). We're however seeing that these are not appearing as missed calls on the handset that was previously in use.

Does anyone know why this may be or how we can remedy this?

Kind regards,
Dean

 

[JohnS_3CX]

Hello Dean,

Is this definitely a Ring Group? What you describe sounds like a Queue (which leaves no missed call).

For people already on the phone: they do not get polled - they do not have a missed call. You only get a missed call if you are idle, you ring, and actually miss the call

 

[DeanKellham]

It is definitely set up as a Ring Group and not a Queue.

 

[JohnS_3CX]

Sorry, I posted too quickly, I updated my post above for clarification. Please refresh!

 

[DeanKellham]

Thank you for the clarification. I did suspect this may have been the case. Is there a way to work around this? There are regularly lone colleagues in the office so having a notification on their handset of a missed call while they were otherwise occupied would be very helpful.

 

[JohnS_3CX]

I think in this case it would be better to have them use a queue instead. Using the webclient /desktop app (or optionally even our wallboard), an agent can view how many calls are waiting in the queue, the caller can also request a callback (so you don't lose them).

Via the webclient / Desktop App, you also have access to the "Abandoned" calls list which will show you the numbers that called your queue and later abandoned it before you got to them.

The last three icons also help you mark which calls have been dealt with, which are being dealt with, and which have not been dealt with yet. This is good way to fully track your progress even if you are a lone agent.