Description:
We are requesting an enhancement to the current Simultaneous Ring functionality in the RingEX system to support true simultaneous ringing for multiple concurrent incoming calls to a main number.

Current Limitation:

The current implementation of Simultaneous Ring only supports one active incoming call at a time.

When multiple calls arrive simultaneously, the system only rings agents for the first call.

The second call is only offered after the first call is answered, creating unnecessary delays and longer hold times for other callers.

Customer Use Case & Concern:

The customer’s main number is configured with Simultaneous Ring to multiple agents with the expectation that all incoming calls will ring all available agents at once, regardless of how many are coming in at the same time.

The delay in presenting subsequent calls is negatively impacting the efficiency and responsiveness of their staff, especially in a multitasking environment where agents are not exclusively focused on answering calls.

Impact:

Increased hold times for callers.

Reduced customer satisfaction.

Proposed Enhancement:

Modify Simultaneous Ring behavior to support multiple concurrent calls, ringing all available agents for each incoming call, not just the first one.

Ensure that agents who are not currently engaged in a call can still receive additional simultaneous call offers in real time.

Provide configuration flexibility so admins can choose whether Simultaneous Ring should follow the current sequential model or allow concurrent ringing.

Business Value:
This feature will greatly improve call handling efficiency, reduce missed or delayed calls, and enhance overall customer experience—particularly in fast-paced environments where staff manage multiple responsibilities and need real-time call delivery.