Linear Cascade
Confirmed the queue's initial ring-group value meant all available agents at the selected order threshold, not just a single agent. Both were configured at Order 1.
Routing behavior checked
IT CASE STUDY 08 / Telephony & operational analytics
Uneven calls.
Uneven calls.
Clearer answers.
A customer-facing call queue was not ringing two available desk phones consistently. I combined call-record analysis with a detailed routing and endpoint configuration audit to isolate a meaningful difference, standardize the agent setup, and support follow-up validation.
01 / The problemTelephone operations / customer experience
Two available agents.
Unequal ringing.
Staff reported that incoming queue calls sometimes rang one employee's phone late—or not at all—even when the employee was available. A review of the overall call activity also showed an imbalance between the two extensions.
The challenge was to avoid assuming that uneven call totals automatically meant the queue was failing. I needed to separate what the logs demonstrated from what required live routing tests and configuration checks.
02 / Data investigationExport analysis / external call records
Find the pattern.
Control the comparison.
I filtered out calls originating from three-digit internal extensions, then compared the external-call records by agent and by day. Two Saturdays where one agent recorded no calls were excluded from the adjusted comparison because they were not suitable like-for-like workdays.
ADJUSTED EXTERNAL-CALL LOG ENTRIESExcludes two non-comparable Saturdays
48Additional records for Agent A
16.2%Relative difference in adjusted totals
22Comparison days
The original full-month totals were 357 and 300 records respectively (difference: 57). Figures count external-call log entries and may include multiple entries per call or activity outside the affected queue; they are not verified call offers, rings, or answered calls.
Comparative daily distributionWhat happened
What happened
day by day.
Of the 22 comparison days, the agent with the higher total led on 13 days, the other on four, and five days were tied. Eight non-tied days differed by just one to three records; counting ties, 13 of the 22 days were within three.
Sampled from the same comparison period. Bar widths represent each result's share of 22 days.
03 / Technical investigationConfiguration and endpoint checks
Investigating the cause,
not just the symptom.
Once I had identified the historical imbalance, I audited how the queue routed calls and how each desk phone was configured. Several settings aligned. One meaningful membership difference stood out.
Matching limits
Checked simultaneous-answer settings, 25-second ring durations, call limits, and displayed wrap-up settings. No conclusive difference was found in these values.
Settings compared
Yealink registration
Both desk phones appeared registered and used the same model and firmware at inspection time. Registration alone could not prove that every incoming SIP call was delivered promptly.
Devices inspected
Mixed queue membership
One agent was assigned as a User while the other was assigned as a Phone. For desk-phone users, this was a substantive configuration difference worth removing before deeper trace analysis.
Configuration variable identified
04 / Controlled configuration changeBefore / after
Standardize first.
Then validate.
I changed the User-based agent to Phone-based membership so both queue entries used the same type. This eliminated the discovered configuration inconsistency without changing agent order, ring duration, or call limits.
Before / Mixed membership
Agent APHONE
Agent BUSER
After / Standardized
Agent APHONE
Agent BPHONE
Completed actionChanged one queue membership entry
ResultBoth agents configured with Phone-based membership
05 / Outcome and validationEvidence-based reporting
A documented change.
A reported resolution.
Following the adjustment, the call discrepancy was subsequently reported as resolved. The original incident report, completed on October 30, recorded that the configuration had been standardized but that controlled ringing tests and call traces were still outstanding.
That distinction matters: the records substantiate a historical difference in external-call activity and a real configuration inconsistency. Without post-change queue-offer data, they do not establish that the membership mismatch was the sole root cause or quantify any improvement in actual ringing performance.
Investigation workflow
- 01Collect call exports
Filter out internal extensions and identify comparable days.
- 02Analyze differences
Compare totals, daily patterns, and outliers without assuming causation.
- 03Audit configurations
Review routing behavior, agent settings, answering rules, and registered phones.
- 04Change and follow up
Standardize the mismatch, document findings, and verify behavior when data are available.
06 / Related VoIP workAdditional support contributions
Beyond the queue.
Supporting the phone system.
The queue investigation sits within broader communications support, including analytics displays and connectivity troubleshooting.
Call-volume dashboard
Built a customized report in the VoIP analytics module and configured an embedded view for workplace displays.
Dashboard configuredDesk-phone connectivity
Compared Wi-Fi and Ethernet on an affected phone. Wired testing appeared to restore stable audio on that device.
Device-specific improvementRemote phone setup
Prepared instructions for connecting remote desk phones to Wi-Fi and worked with the service provider on intermittent registration issues.
Support documentation createdSkills demonstratedTechnical investigation.
Technical investigation.
Measured with care.
All employee names, phone extensions, public IPs, internal configuration screenshots, and customer records are omitted. Visuals summarize the documented investigation and use anonymized labels; metrics represent log entries, not customer-call handling performance.