06/07/18 18:50 PM  

Mobile Notification Timeout | Call Forwarding | RingCentral

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SummaryMobile Notification Timeout is an enhancement to the present call forwarding logic that is intended for users with iOS RingCentral mobile applications.

The new mobile notification timeout option can be enabled with a new control, “Always ring for at least 30 seconds before forwarding is completed”, at the answering rules of each user of the account with the new feature enabled.

When the new option is enabled for a user, incoming calls to this user are not routed to voicemail or dispatched back to Call Queue for at least 30 seconds, giving the necessary time to answer the call at a mobile application.
Details

Mobile Notification Timeout | Call Forwarding | Call Queue

 

Requirements to enable Mobile Notification Timeout


1. iOS 10 or later
2. Users with mobile apps as agents of  call queues
 

Reason for this feature to be enabled


This enhancement was triggered by changes in iOS 10.0 policies when iOS seized support of SIP based applications in background mode. As a result, when the RingCentral mobile application is sent to background of the iPhone or iPad, it is seen as offline for call distribution logic. Incoming calls notification might not be delivered to the application or it can be too short to be answered in some scenarios.

When Mobile Notification Timeout is enabled in the forwarding rule, the mobile app can receive incoming calls. This enables additional timeout necessary for the mobile app user to answer the incoming call.
 

NOTE: The toggle for the mobile notification timeout messaging is "Always ring for at least 30 seconds before forwarding is completed."

 


User-added image


Please take note of the following:

 
1. By default, the toggle is disabled.
2. The toggle can only be enabled if "My Desktop & Mobile Apps" notification is enabled.
3. With this toggle enabled, a minimal timeout of 30 seconds is applied to incoming calls to the extension before the calls is routed to voicemail or dispatched back to the call queue:
● The new toggle does not apply an upper limit on the forwarding timeout; hence, total forwarding timeout can be longer than 30 seconds
● Total forwarding timeout = maximum (30 seconds, forwarding rule configuration).

NOTE: For forwarding rule configuration as in the example above, total forwarding timeout is 30 seconds.

● Call Queue timeouts still have priority over those defined for the agent; therefore, actual agent calling timeout might be shorter than 30 seconds
● When the toggle is enabled, it is expected that the mobile application is available for call handling. Hence timeout defined for “My Desktop & Mobile Apps” is always applied
● With the new toggle disabled, “My Desktop & Mobile Apps” timeout can be not applied when the mobile application is in the background.
● The toggle is configurable per forwarding rule (with forwarding to user’s endpoints). This provides flexibility for timeout configuration for user hours and after hours or advanced rules. 
 
 

Note on timeouts for Call Queue calls


● For call queue calls to the agent, the following call queue call handling timeout settings still have priority over the agent settings:

User-added image

● "Maximum time to wait for a call queue member before trying the next member" can be set shorter than 30 seconds in order to reduce waiting time of the caller if the agent with the new option enabled is not available.
● "Maximum hold time to wait for an available call queue member" can reduce time of calling of agent with the new option enabled as well.

 
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