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Knowledge base centre

Core Update: SIP Devices into Queue and Ring Group Objects Impact

What has changed?

Our development team has updated our core systems to allow for future services and features. It is essential to note the changes have impacted ring groups and call queue objects, these objects no longer support the ability to have individual SIP devices added. 
Instead of using a specific SIP device in these objects as some customers have grown accustomed to, now, a user must be added to a call queue or ring group object.

We understand this can be a significant change to a number of customers and to reduce impact, the release has been staggered. Meaning, any old call queue objects or ring group objects that had already been configured with SIP devices will not be affected until these objects configurations are updated manually. Once an object is changed by removing a SIP device it can not be added back, and new SIP devices can not be added.


The reason for the change

The core system update provided us avenues to introduce new and exciting features to our roadmap, for example, the WebRTC user portal, currently in development. It also
corrected a long-running logical bug that allowed SIP devices to be added directly to the call queue and ring group objects. The system has always been heavily user-based and as such is not designed for this type of SIP device-based use. 
This change improves and supports several of our new functionalities already released such as:
  • API and webhooks
  • User-based reporting
  • General reporting accuracy


Common issues and workarounds 


  • All SIP devices under a user are ringing at the same time - If a user doesn't want their other devices to ring, turn on do not disturb (DND) on the device that should not ring. Alternatively, turn off or disconnect the unrequited device or close the softphone application.
  • Transferring calls between SIP devices - by dialing a user, you can answer the call on the new SIP device. Transferring a current call to the user required will direct the call from the dialing SIP device to the answered SIP device. 


Requesting further assistance

Our development team has been busy supplementing and improving our service offerings by making continual changes to serve you better. However, we completely understand and recognise that some of our customers may have grown accustomed to having this as an included option rather than a bug inside our PBX.

We are here to help, if you have any further questions, concerns, or if you’d like any guidance through the change, please get in touch with our support department to explore any different workarounds that may be available to you. 

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If you are unable to a find solution from the knowledge base centre, please contact
your service provider for technical assistance.