Open Forum

Recreating this thread as an open ended discussion.

Hello all. I have a series of ring groups set to forward to other ring groups: E.G. - Ringroup 1 -> Ringroup 2 -> Ringgroup 3. 

This simulates our admin coverage for executives. Well, after Ringroup 1 receives the calls and tries to forward to Ringroup 2 the call drops. I've replicated this setup for another user with different ring group members and the results are the same.

DND is disabled for both users

Presence state is available. 

This use to work but no longer. I have no clue what the issue could be and support is investigating but considering the ambiguity of the cause they aren't near a solution yet. I've looked at the KB that makes a few suggestions but so far those arent working. 

Any help is appreciated.

It does not go to voicemail. The call "dies". Looking at analytics for the ring group and caller Im not seeing anything that stands out. I forgot to add, this happens only when 4-digit dialing from handset to handset (poly E500 to poly E450/400). If I call from my cell to the 8x8 number the ring groups perform as expected.

Yes. Turns out that if the ring group member has a shared line appearance of the callee (person receiving the call) the ring group sequence is broken once it hits the user in that ring group. My understanding is that 8x8 pbx gets confused as to how to handle the call. Not sure if this a known issue but I would like to submit this as a bug/ feature request. I have admins that support their Partners/CEO's and need line appearances for them to answer on their behalf. I originally tried this with blf fields and enabling the ability to pick up the line but it does not ring in teams unless Teams delegation is configured which we want to avoid as to not disturb partners who may be on Zoom calls. I have more testing to do around this and will report back.

Additionally, when dialing from ext to ext via handset the caller ID does not who the call is for. We are trying to work around this by name ring groups based on who they are for (Partner 1, VP, etc...) but it would be nice if the Called ID field scrolled between the caller and who the call is for.

Lastly, when dialing ext to ext, Teams only sees the call as external with the 4 digit extension. I'm looking for a way to programmatically sync 8x8 contacts with Teams calling so that caller ID shows the caller as it does in 8x8. Maybe 8x8 needs an additional integration to accomplish this. But this would be huge.

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Michael Mahoney
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