RELATED IDEAS
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.
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ADMIN RESPONSEMay 24, 2023
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.
The Call Queue Pickup feature allows any call queue pickup member to answer multiple queue calls concurrently. Here is a presentation showing all of the setup details and supported use cases and call flows. Please let us know if you have any questions. https://docs.google.com/presentation/d/1H1gaxrrboXCSjvifzIw8rRYGkHdQENN_oOu9W6P_4To/edit?usp=sharing
Thank you for providing additional feedback on your use cases. We've changed the status back to under review from implemented.
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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...
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Under review
Is this implemented yes and is it working?
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.
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.
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.
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..
By adding an option to disable the "After call wrap-up time" option would solve the issue.
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.
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!