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Status Under review
Categories RingCentral Phone
Created by David Scott
Created on Aug 12, 2021

RELATED IDEAS

Allow designating unanswered call queue calls to roll over to a backup call queue.

For individual users we already have the functionality to disable voicemail and instead redirect unanswered calls to a designated call queue. However, we do not have the option to set this same option for call queues/groups.

This would be a useful setting to balance call load when one of our queues fills by redirecting additional calls to another queue.

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  • Tim Cunningham
    Reply
    |     Jun 17, 2022

    I agree, this feature would be very useful, additionally on a previous service my org used we could set up a call queue initially then automatically transfer it to a second after a set number of rings. This would allow for a larger number of users to be utilized if the initial group was unable to answer and also enable an overflow if customers were flooding a line with inquiries.

  • Guest
    Reply
    |     Oct 15, 2021
    Being able to "escalate" out of a call queue when all agents are busy or the set wait time has been reached would be an exceptional feature. Having the option to route the call to voice mail (current and only option), another queue, an extension, or a phone number would really enhance call management.