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Status Implemented
Categories RingCentral Phone
Created by James Dunn
Created on Aug 9, 2021

Allow handling of multiple Call Queue calls

Currently, if you are on a Call Queue call you can receive a personal (direct) call at the same time and can switch to that call, reject it, etc. We have some smaller call queues where it would be beneficial for one person to be able to pick up multiple calls at a time. E.g. They're on a call queue call, see that another is ringing, and they put the original call on hold and tell the second caller that they'll be with them shortly (etc).

Clearly, this would not be suitable in every instance but having the option would be welcome.

  • Admin
    Jessica Hernandez
    Apr 19, 2022

    Hi all, check out https://support.ringcentral.com/article/Set-up-Call-Queue-Pickup-Group.html for how to set up call queue pickup groups. When pickup members are also call queue agents, they can pick up multiple queue calls concurrently.

  • Brett McVay
    Feb 18, 2022

    Please allow call waiting for Call Queue members!

    Transitioning to Ring Groups in a standard / virtual user extension is not a good solution to this problem. The ability for fine call handling controls and granular analytics are lost when utilizing standard user accounts with ring groups for this type of set up.

    Please consider enabling the ability to allow a call queue member to answer multiple calls regardless or busy state. This could even be a call handling setting > {Allow a call queue member who is busy to be presented a new call: YES / NO}.

    Call queues should have the same, if not more, features for advanced call handling than a user account with a ring group..

  • Tim Harris
    Jan 20, 2022

    By adding an option to disable the "After call wrap-up time" option would solve the issue.

  • Tim Harris
    Jan 20, 2022

    Becky, The primary issue that call queues lack the ability for us admins to have the queue offer the user a second call while they are marked as "Busy". This is an issue for smaller companies or smaller queues where there is one maybe two guys on the phones at a particular time of the day. The problem with the Ring Group option is that the user extension incurs a monthly charge.

  • Admin
    Becky Hensley
    Jan 20, 2022

    Hey, all - we might recommend using our ring group feature if you want to have call waiting. Here's the link to learn more. https://support.ringcentral.com/article/10183.html.
    If this does not address your specific use case, please share more details here in the comments and we'll update!
    Thanks!

4 MERGED

Allow user to handle multiple calls from a call cue

Merged
We currently have a call queue and for most of the day there is only one person in the office. If they are on the phone they are unable to take a second call because they are on the phone the call does not ring at their extension. We would like to...
Guest about 1 year ago in RingCentral Phone 0 Implemented