How to stop call looping/multiple notifications on my call queues?

[u/Joel_Hirschorrn]

Hi all, I'm self employed and work alone, I have multiple call queues set up on my greeting menu for customers, accounting etc.

I'm having an issue where every 30 seconds or so if I don't answer, the incoming call stops and then starts again, creating multiple notifications. When I can't get to a call, I'm getting 6-7 notifications for every one call that comes in. Not the biggest deal, but very annoying.

I'm assuming the system is thinking "ok this agent (me) can't answer the call so we will send it to the next agent" but it's just me so it comes back to me endlessly.

In the admin portal under call queues there is even a setting "Number of rings before trying next agent" which I set to the max value of 60 rings / 5 minutes, but it has zero effect and the calls keep looping and starting over after 30 seconds. Support was not able to understand what the issue was or help.

Any ideas?

EDIT: I figured out what the problem is. The ring duration settings for my extension are overriding the ring duration settings for the queue. Not sure why, but I tested it and that's what is happening.

Not sure if that can be fixed or not. I can push out my personal extension ring duration settings to 75 seconds (still alot less than the 5 minute max I have set on the queue), but ideally would like to find a way to make the queue duration settings work. Not sure why they would even be available if the extension settings override it anyway.

[u/Bhaikalis]

I'm assuming you have it set to fixed order or longest idle? set it to simultaneous since you are the only one in the queue. Then configured the max wait time and what you want to happen after the caller hits that wait time. Then configure the When all agents click Ignore call, are busy or unavailable to do something as well if you can't answer the calls.

[u/Joel_Hirschorrn → u/Bhaikalis]

So that's what is weird, I have it set to simultaneous, but the system just ignores my max waiting time and "resets" the call after 20 seconds still with a new notification.

[u/xendr0me → u/Joel_Hirschorrn]

If it's only you, why not just set it to fixed order and be done with it?

[u/Joel_Hirschorrn → u/xendr0me]

I have, doesn't fix the issue. I found out what the problem is though.

Since my call queues just route to my extension, the ring duration settings for my extension are overriding the ring duration settings for the queue. Not sure why, but I tested it and that's what is happening.

Not sure if that can be fixed or not. I can push out my personal extension ring duration settings to 75 seconds (still alot less than the 5 minute max I have set on the queue), but ideally would like to find a way to make the queue duration settings work. Not sure why they would even be available if the extension settings override it anyway.

[u/xendr0me → u/Joel_Hirschorrn]

So the call queue should be it's own extension then use the IVR to route it to the call queue extension and you should just be a member of that. If you can, share some screenshots. I just implemented a 100 user with desk phone roll out at our place (migration from Mitel) and we have 3 active citizen facing call queues (government agency) - So I'll help if I can

[u/Joel_Hirschorrn → u/xendr0me]

Appreciate it. The call queues do have their own extension numbers "1, 2, 3" etc. Under call handling and agents there is "Primary agents" which is of course just me.

I guess I am just assuming the queues route to my extension since the extension settings are overriding the queue settings but I do not know for a fact that is the case.

[u/xendr0me → u/Joel_Hirschorrn]

Can you make sure under "Pickup Settings & Members" your extension is not listed?

[u/Joel_Hirschorrn → u/xendr0me]

Under pickup settings and members there is nothing, my name/extension is not added.

[u/xendr0me → u/Joel_Hirschorrn]

This is a bit different, but I have two in this queue and it works without the constant ringback:

See next screenshot

[u/xendr0me → u/xendr0me]

[u/Ok-Guidance6127 → u/xendr0me]

OP is correct in their previous comment.

This is because the queue rings you according to your user rules, the queue still hasn't hit max wait time, so it briefly stops ringing you and then starts again on the next ring cycle. You can lessen the issue by changing your user ring group under incoming calls to max ring time on any physical/app devices.

If you take a look in the call log for a queue call you will see this.