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Missed Call in Agent's Call History, Phone Did Not Ring (RingCentral/Avaya Cloud Office)

Issue Description

A call came in and my phone only rang once or didn't ring at all, but I have a missed call in my call history.

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Note

The settings and examples listed below cannot be accessed or modified by Xima Support and should be reviewed and/or adjusted by an approved phone managing party. They are common examples shared for review.

Possible Causes

This article focuses on cause #3, as it's the most common cause of this issue.

  1. The agent's ring time was set to ring once (duration of 5 seconds).
    • This is typically rectified on the majority of agents by adjusting their ring times.
      1. Within RingCentral/ACO, go to Users > Select User > Call Handling and Forwarding.
        • Note the devices and their ring durations.
      2. Also check to see that the first phone set to ring in this settings menu is the phone the agent is currently using.

        • In the example below, the agent's softphone/app will ring first, and then the desk phone.

        • If they're only using their desk phone at this time, they won't get an opportunity to get the call before it rolls to the next agent.

  2. The RingCentral network packets were received out of order and/or delayed.
    • Xima has taken some liberties with the backend on how to handle this packet ordering a bit better.
    • Should be resolved on newer CCaaS builds.
  3. The customer legitimately hangs up while the call is presenting to the agent (the most common cause of this issue).
    • In the examples below, we show the RingCentral/ACO output showing the calls in question. Each call corresponds to this cause.

      1. Agent 1: the call was 2 seconds in length.

      2. Agent 2: the call was 4 seconds in length, so it likely only rang once due to the customer hanging up before it was able to be answered by the agent.

      3. Agent 3: the call was also 4 seconds in length, allowing for only one ring.

    • To help provide proof of this occurrence, the RingCentral/ACO output is located within the login portal.

      1. Navigate to Reports > Call Log.

      2. Filter based on the date and the agent in question reporting the issue, and check the total call length.


Updated about 1 hour ago