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Problem with calls in the queue not ringing any phone

Tags: call queues, phone

Jul 15, 2021 at 12:27pm • 2 replies • 0 likes

Simon Wei

We are having issue with calls being sent to the queue and it doesn't ring any available agents.

Initially, I had it to ring all simultaneously and occasionally (5-6 times a day), you will see call sits in the queue for more than 10 minutes and then eventually become abandoned.

I then have it set up queue as rotating and setup to transfer calls waited over 3 minutes to send to voice mail (rather than losing the call) but I can still find calls sits in the queue for over 3 minutes and then changed to abandoned after 4-5 minutes.

I have re-created the queue as support suggested and it doesn't help.

Does anyone have experience with losing calls in the call queue?

Anirban on Jul 17, 2021 at 12:32pm • 0 likes

You can also contact 24x7 tech support team based on your location and they will helo you:

https://support.ringcentral.com/contact-numbers.html

Mary-Community_Moderator on Jul 16, 2021 at 6:58am • 0 likes

I can see that your Call Queue setup is correct. It should not be missing calls. Would you please continue working with our Tech Support Team? It shows that it is now escalated to Tier 3. Kindly wait for the result. They'll do everything to resolve the issue.

You can always visit our support site to troubleshoot other issues or learn more features at https://support.ringcentral.com/

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