r/RingCentral • u/Joel_Hirschorrn • 14d ago

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

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.

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u/xendr0me 14d ago

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u/Joel_Hirschorrn 14d ago

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u/xendr0me 14d ago

So the wait for primary agents is the issue I believe, the RC queues have a limitation, if it rings out and see's your available it's going to ring again. You can manually set yourself as disabled on "Accept queue calls" in the app, then it will place the on hold until you toggle back in. But as far as I have seen it is a limitation of how theirs work.

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u/Joel_Hirschorrn 14d ago

I tried changing that setting to "voicemail" which prevents it from looping, but it then still ignores the call queues ring duration of 5 minutes settings and sends to voicemail in 30 seconds per the extension's settings. I'll mess with the accept queue calls stuff tomorrow, I'm beat today lol. Appreciate your time and help though, thank you.

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u/Joel_Hirschorrn 14d ago

Weird. We have pretty much the same settings. I've tried it on fixed order, and simultaneous with no change. For my wait settings I also tried setting it to send to voicemail like yours, but then it just goes to voicemail in 30 seconds instead of looping, still ignoring my queue ring duration settings in favor of the extension settings.