Why is it Useful?
-Ability for a call queue user who is currently on a call from the call queue to receive a 2nd call from the call queue. Currently, calls only roll to users who are available in the queue.

Who would benefit form it?
-For a small team, if everyone is on a call from the call queue, and a new call comes in, no one is notified of the caller or can pick up the call.
-Sometimes there is an important caller we are waiting for, but have no visibility or ability to pick up.

How should it work?
-Being able to put the current caller on hold and pick up a second call from the call queue. Then we can swap between calls in the same way we do with calls to our direct dial number.

The customer is using the Desktop App to receive calls.
He is a member of a call queue.
Concurrent calls per member is 5 calls.
-Current behavior-
When a call came in. The first call must be answered first for him to see the second caller.
-Proposed feature-
Ability to choose which call to answer when 2 calls come in at the same time.

Hi @jessica, what licensing does that new feature require ? Standard or Premium ?

This is something that is provided via the new Beta! Talk to your account manager.

We need this ASAP. A simple toggle in the Queue to enable multiple calls is all we need. please see image attached how Zoom does it and makes a hunt group flawless. We need this as EVERY account coming from Mitel Prem/Cloud uses this feature heavily.

We need this ASAP. A simple toggle in the Queue to enable multiple calls is all we need. please see image attached how Zoom does it and makes a hunt group flawless. We need this as EVERY account coming from Mitel Prem/Cloud uses this feature heavily.

The members from the call should have the ability to have a call waiting, if they are on call, they should still get a another phone call and they can put the current call on hold to answer the incoming call.

Customer would like to have the same user members on multiple call queues groups without having the issue for not receiving any calls using the app or desktop phone.

Other systems allow a call monitor of the call queue with all inbound calls waiting. Queue members can interact with any call and pick it up if they want to, even if they're on a call. Call management in queues needs much more visibility.

Is this implemented yes and is it working?

Received yet another call from RC Phone Support today. Was told that indeed what I was looking for was possible. When we discussed details however, again, I was told that this was impossible. The Admin Response above from May 10, 2023 is totally inaccurate. This request is impossible when using Call Queues. I was told that it is possible to when all users are using Desk Phones and instead of using a Call Queue, Call Forwarding is setup for a single user extension. When that user is on a call, and a 2nd call comes in to that single user extension, then that user and the other members listed on Call Forwarding will be able to pickup that call-- as long as Call Monitoring is turned on. As @Paul Kopalek writes below, this only works when users happen to notice that the other user's line is blinking on the HUD, nothing actually rings.Extremely disappointed in RC Support for the incredible amount of time wasted trying to convince me that this is possible. The workarounds presented are not solutions based on our very common use case that small businesses deal with.

Thank you @Admin for your response on May 10, 2023. However, your statement does not appear to be true. I was told yesterday by support over the phone that specifically members of a Call Queue cannot be Pickup Members of the same Call Queue. Only other members who are NOT part of the Call Queue can be listed as Pickup Members of the Call Queue and receive a call, after the Queue is "full". If am I mistaken, then could you please follow up with me directly?

@jessica thank you for this but it is not accurate as of May 9, 2023. When a member of a Call Queue is on a call, regardless of whether they are also listed as a Pickup Member or not, they do NOT receive the 2nd inbound call. It is not possible to pickup a 2nd inbound call as a Call Queue Member in RC today.

This is not implemented yet. Just spent an hour with support for them to tell me "No, it is impossible for a Call Queue member to pickup a 2nd incoming call while they are currently on a call". Shocking how simple this solution and powerful it would be.

This idea's status says 'Implemented' but it's clearly not implemented yet.The only option I've figured out is for other users to have access to each other on the HUD (like the Polycom phone presence buttons) and notice that the other user's line is blinking - to pick it up. For 2 or 3 lines, you really need to have 'Users' paid for for "Line 2" and "Line 3" etc and make sure that the folks doing most of the call answering have them in their Presence list. It's very hack-y and sort-of works, but it's not really a solution. It's a workaround.

Queue call pickup only works if members aren't on active calls already. If all members are on active calls, they currently receive no notifications. The call should still be presented to queue members.

This would be beneficial for us as well. We have multiple locations with host stands, we have a user created for the host stand phones and typically there are 2-3 phones assigned to that user. After several rings to that user the call goes to an overflow call queue that rings every phone in the location. It just doesn't ring the host stand user since there the queue see the user as busy even though there are other phones available for the call to ring on.

It would be beneficial to many of our customers if call queue agents have the ability to answer multiple incoming calls. If needed, they want to be able to put a queue call on hold and then answer an incoming queue call.

This would be beneficial to our company as we receive multiple calls at high volume. To be able to receive multiple calls when on a call queue would be so beneficial this way we can place calls on hold and not get them sent to voicemail. Voicemails are a time waster and causes a-lot of phone tag which for a business is not efficient.

This is not yet implemented. The PickUp group only allows other members the ability. What we're looking for is Call Waiting on Call Queues.