Inherit Member "Ring Group" Settings for Call Queue Routing
Currently, when a call is routed through a Call Queue, RingCentral ignores the individual "Call Handling & Forwarding" (Ring Group) settings of the queue members. For users who utilize external AI assistants or automated answering services tied to their personal extension, this creates a major gap in coverage where queue calls go unanswered by the AI.
Proposed Functionality:
Provide a toggle within Call Queue settings (e.g., "Respect Member Forwarding Rules") that allows the queue to recognize and trigger external numbers or AI assistants added to a member's personal ring group.
Use Case / Benefit:
Many businesses now use third-party AI assistants for overflow and lead capture. Currently, we have to manually set up complex "Overflow" rules for every single queue. If the queue could simply respect the member’s existing ring group, it would:
Drastically reduce administrative setup time.
Ensure that AI assistants can "answer" queue calls when a human is unavailable, preventing abandoned calls.
Allow for more flexible "hybrid" teams of humans and AI agents.
Mac
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