We have a sales team ring group to which calls are routed via an IVR.
This ring group contains 5 extensions 206, 212, 230, 221, 260. Though these are not listed in this order in the ring group.
When a call hits this ring group, all available handsets ring.
What we are seeing that in some instances extension 260 picks up a call but this call is being ‘stolen’ by another extension, usually 206, that picks up a second or 2 afterwards.
It’s my understanding that the ring group should be on a first come first server basis but this is evidently not the case - if we put 260 at the top of the list, it still happens - we’ve swapped ethernet cables and the physical phone already but issue is still apparent. Could this be down to the fact that the worst affect extension is a higher value number than the rest? If this is the case what is the work around (if any)? We can’t be swapping extension numbers all the time to balance this up but want to give all the sales team the same opportunity to answer a call.