15-Mar-2021
Article :013362

This article shows how you can fix the problem when calls are not ringing on the Rainbow Office softphone of a call queue member who is a part of an advanced call handling rule.

Call Queue calls are not ringing on the Rainbow Office softphone of a Call Queue Member who is assigned to an advanced call handling rule.

Affected Environments

Call Queue

Rainbow Office softphone

Cause: Call queue calls will not be delivered to the Rainbow Office softphone regardless of call handling and advanced rule settings if call handling has Desktop & Mobile Apps turned off.

Resolution:

1. Log in to the Rainbow Office online account

2. Go to Admin Portal > Phone System > Groups > Call Queues

3. Select the Call Queue group, then click Call Handling & Members

4. Click the More button, then select Advanced

5. Delete the advanced rule

6. Go to Admin Portal > Users, then select the call queue group member

7. Click Call Handling & Forwarding, then enable Desktop & Mobile Apps

8. Recreate the advanced rule

 
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Tags - Rainbow Office, Rainbow Office App, Call, Call Handling, Queue

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