Ring Group Missed Call Notification

[qbitnetworking]

Hi all, I've done some Googling on this and understand that this has been an issue before but the most recent threads I've found seem to suggest its been fixed. Anyways, everyone in my Ring Groups are receiving missed call notifications regardless of whether or not the call was answered by another user. Is this how it is supposed to work?

Thanks!
Jeremy

 

[Alphabetic]

Yes this is correct.

If you dont want users to be notified of missed calls then you should use queues.

 

[qbitnetworking]

Yes this is correct.

If you dont want users to be notified of missed calls then you should use queues.

But then those users must log in and out of those queues every day? I’m trying to keep this customer’s setup as non-technical as possible.

 

[Alphabetic]

But then those users must log in and out of those queues every day? I’m trying to keep this customer’s setup as non-technical as possible.

You can automate the log in/out of users by changing their status automatically under forwarding rules of each extension.

 

[qbitnetworking]

You can automate the log in/out of users by changing their status automatically under forwarding rules of each extension.

Thanks for the help with this. So hypothetically speaking if my customer doesn't use the status functionality, will they always remain logged into the queue? or will they need to log in each morning?

 

[Alphabetic]

Thanks for the help with this. So hypothetically speaking if my customer doesn't use the status functionality, will they always remain logged into the queue? or will they need to log in each morning

Correct, unless you set up auto switch under forwarding and it will automatically switch them. And obviously if you set up office hours they will never ring either.

 

[qbitnetworking]

Correct, unless you set up auto switch under forwarding and it will automatically switch them. And obviously if you set up office hours they will never ring either.

Sorry about this but correct that they will always remain logged into the queue? or correct that they will need to log in each morning? I assume the former but want to be 100% sure.

 

[Alphabetic]

Sorry about this but correct that they will always remain logged into the queue? or correct that they will need to log in each morning? I assume the former but want to be 100% sure.

Unless they change their status or use auto-switch, they will always remain logged in to the queue

 

[qbitnetworking]

Unless they change their status or use auto-switch, they will always remain logged in to the queue

Perfect thank you!

 

[ChrisC_3CX]

Anyways, everyone in my Ring Groups are receiving missed call notifications regardless of whether or not the call was answered by another user

I just want to point out that this should not happen, or at least, it will depend on the situation. If for instance we are talking about a Ring All ring strategy and then a member of that ring group answers the call, then the other members should not receive a "missed call" notification. You can find out what the expected behavior is depending on the situation by going over our training material here(slide 8): https://www.3cx.com/3cxacademy/videos/basic/ring-groups/

What is your scenario?

 

[qbitnetworking]

I just want to point out that this should not happen, or at least, it will depend on the situation. If for instance we are talking about a Ring All ring strategy and then a member of that ring group answers the call, then the other members should not receive a "missed call" notification. You can find out what the expected behavior is depending on the situation by going over our training material here(slide 8): https://www.3cx.com/3cxacademy/videos/basic/ring-groups/

What is your scenario?

Hi Chris that is pretty much my scenario. When a call comes in, it rings the service counter and the strategy is set to ring all. If nobody picks up that call with 10 seconds, it forwards to another ring group with all of the extensions in it and that one is also set to Ring All.

 

[ChrisC_3CX]

it forwards to another ring group with all of the extensions in it and that one is also set to Ring All

I see, well since the call is reaching the first Ring Group's destination if no answer, all of it's members will receive a missed call notification, regardless of it being the same extensions receiving the call in the end due to them being in a second ring group. That said, what you are experiencing is actually expected.

 

[qbitnetworking]

I see, well since the call is reaching the first Ring Group's destination if no answer, all of it's members will receive a missed call notification, regardless of it being the same extensions receiving the call in the end due to them being in a second ring group. That said, what you are experiencing is actually expected.

Would that explain why all of the extensions in Ring Group 2 (all) are also receiving a bunch of missed call notifications? I'd be willing to bet that 99% of all calls are answered by that Ring Group 1 (service counter). It only forwards to the second ring group that includes everyone in the slim chance that nobody in the first ring group answers.

 

[ChrisC_3CX]

Would that explain why all of the extensions in Ring Group 2 (all) are also receiving a bunch of missed call notifications?

No not really, if the call went through Ring Group 1 without getting answered but was then answered by a member of Ring Group 2, then no Ring Group 2 members should receive a missed call notification. This provided of course that Ring Group 2 is using the "Ring All" ring strategy and that its members are not the same ones as in Ring Group 1, in which case, they would receive a missed call notification due to the call going through Ring Group 1 the first time. This is due to the fact that Ring Groups will function independently regardless of whether you are "linking" them by adding one as the "Destination if no answer" of the other.

 

[qbitnetworking]

No not really, if the call went through Ring Group 1 without getting answered but was then answered by a member of Ring Group 2, then no Ring Group 2 members should receive a missed call notification. This provided of course that Ring Group 2 is using the "Ring All" ring strategy and that its members are not the same ones as in Ring Group 1, in which case, they would receive a missed call notification due to the call going through Ring Group 1 the first time. This is due to the fact that Ring Groups will function independently regardless of whether you are "linking" them by adding one as the "Destination if no answer" of the other.

Interesting. So something must not be working correctly. Every phone there always has dozens of missed calls on the screens. Most users just ignore it but that means they don't know how many missed calls they're actually getting. Maybe it has something to do with the phone?

 

[ChrisC_3CX]

I think best thing to do first is actually reproduce the issue and confirm it is happening or not to avoid this just being a scenario where the end-users do not fully understand how the missed call notification works when it comes to Ring Groups and what would be expected behavior with their specific configuration. This would probably involve clearing all missed calls from the phones and making a few test calls to the ring groups to see check if the correct users receive a missed call depending on the call flow you use.

On the other hand, if using a call queue instead is sufficient for that office's operations, it might be better to just use it instead to avoid having to go through explaining to end users how missed calls work with Ring groups and what would be expected with their setup.