--0000000000007c9fb605e4d0d788 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi All, It is an odd occurrence that the system would just direct to the answering service before calling your users but I do think that part of the reason that may be exacerbating this issue is choosing to have the call pattern be sequential instead of simultaneous. I would say that 95% of our locations have a simultaneous ring group set-up instead of sequential which allows more folks more opportunities and a longer duration of ring-time to answer a call. Sequential Ring Groups - how your calls are dictated now allows for each call to ring for only 15 seconds to only 1 user before ringing to the next person. Due to connection issues, it sometimes may take longer for a call to ring through when it has to cycle through 4 people so let's say Taneshia has a bad wifi connection on her cell phone as was discussed on another thread, the timer for her to be called is 15 seconds but if it takes 5 seconds due to bad wifi connection to even go through to her device, by the time her app is activated, she may only receive 10 seconds (or 2 rings) worth of call time before moving on to the next user or the answering service. Simultaneous Ring Groups - how most of our offices set their ring groups allow for calls to ring for 25 seconds to ALL users so all users have longer time period to pick up so if one person's connection is poor, another user with potentially a more stable internet connection will be able to pick up. Let me know if you want to try out the simultaneous ring groups to see if that provides for a better opportunity for users to pick up calls. For us to investigate any call issues that you may have, please always provide us the approximate date/time (and caller number if you have it) for each incoming call so we can properly track what happened, otherwise we can't properly diagnose your issues without more specific calls to look into. If you can provide that information, perhaps from call logs on your answering service, Cheryl, or in your call log of when you tried out those calls, Taneshia, we can try to look into it further. On Wed, Jul 27, 2022 at 3:02 PM Taneshia Persaud wrote: > Today I noticed there were a few calls that literally rang twice and by > the time I answered, the call ended. Not sure if the caller hung up or if > it went straight to the answering service? Some of the calls on 8x8 now > have the caller ID, but not all of them; this one did not. > > Last week when the phones were extremely slow, I called 416-855-2333 from > my personal cell phone, and when I clicked the leads option, it went > straight to the answering service without ringing once! 8x8 on my work ce= ll > or my laptop did not ring, and the HCA TO team were all green (available)= , > so I believe it should have gone to them before going to the answering > service. > > > Taneshia Persaud, RPN, GCP | General Manager and (Interim) Clinical Care > Mana