We have a group call queue on extension 2. What is supposed to happen is that the call handling means the call first goes to the user at extension 18 and, if they don't answer, go to the user at extension 16; if extension 16 doesn't answer, it should go to voicemail. However, once the client chooses extension 2, the phone never rings for extensions 18 and 16; the call rings for the allotted amount of time on the client side then goes to voicemail. The users at extensions and 18 and 16 get no notifications other than that a voicemail has been left. How do I fix this?
You may try to adjust the Maximum caller wait time in a queue under Wait Settings. It should sync to the "Number of ring before trying new member."
Example: If you have four members in sequential order and you set the "Number of rings before trying new member to 6 rings/30 seconds, " your Maximum caller wait time in a queue should be set to 2 minutes.
That is not the issue. As I stated in my original post, the phone rings for the allotted amount of time on the client side but does not ring at on the users' sides.
Client calls, chooses extension, hears greeting, listens to 30 for one extension, listens to another 30 seconds for the second extension, then goes to voicemail. The phone does not ring at all for the user at extension one nor the user at extension two.
I understand what you mean. Are these the only extensions having issues?
For this specific issue, yes.
If I attempt to reach the extensions otherwise, they work just fine. It is only when I call the group call queue that they do not work.
Are they using the RingCentral app?
Yes, they are both using the RingCentral Desktop App.
Please submit a ticket to Tech Support to check your queue setting and call logs. They will be able to help you correct the issue. You may go to https://support.ringcentral.com/new-case.html.
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