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Status Under review
Categories RingCentral Phone
Created by Albert Chen
Created on Feb 9, 2022

Allow call queue group members to be able to see popup on screen when second call comes in

Our receptionist is missing calls/incoming notifications when she is on the phone. Instead of getting all calls, some calls will bypass her and route to Sales. Call to our main number is routing to our reception group, which currently has only one member, so it then route to the exact extension of our receptionist. If our receptionist is on the phone, the call will ring 30 sec before it route to the next group - Sales. This behavior does not cause any issue 75% of the time, but in the case when she is with an actual customer and the second customer calls in, Sales is not going to be happy if they have to transfer calls.

I tested all four scenarios. It does not matter if our receptionist is on Internal Extension Call or Call Queue Call, she will not receive any notification on the next Call Queue Call.

1st Call

2nd Call

Notification

Confirmed

Internal Extension Call

Internal Extension Call

Yes

X

Internal Extension Call

Call Queue Call

No

X

Call Queue Call

Internal Extension Call

Yes

X

Call Queue Call

Call Queue Call

No

X

I contacted your support line couple times. I was told this is normal behavior and explain this is due to the system limitation (No explanation)


Can this be corrected?


  • Jared Lindenberg
    Jul 12, 2022

    This needs to be addressed. This was a feature in Mitel, which has been acquired by RingCentral. I guarantee individuals coming from Mitel to RingCentral will be expecting this to be standard.