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Status Planned
Created by Bridget Whitlock
Created on May 31, 2022
Merged idea

This idea has been merged into another idea. To comment or vote on this idea, please visit ENTCOM-I-196 Call waiting for queue calls.

Allow Call Queue Members to see additional incoming calls when on the line Merged

Not all companies that use Ring Central use it for Call Center purposes and call queues seem to be structured around a Call Center function, rather than for general businesses. For example, if I want three people to be able to pick up incoming calls (like 3 receptionists) so I add them to a call queue, if one of them picks up a call they can't see any more incoming calls until she/he gets off the phone. Instead, the other people in the group are notified. Which would be useful in a Call Center, not in a business where a recpetionist needs to be able to handle multiple lines at once. Side note, the Ring Group function at user level isn't a work around for this either - RC support confirmed that when setting ring groups at user level, this only works to ring other users PHYSICAL phones. So extensions in that ring group wont see incoming calls to their softphone or mobile applications which is grossly unworkable seeing as so many people don't even use physical phones anymore or work from home. Not sure why RC doens't just have basic Ring Group/Call Queue for general business purposes.

  • James Marshall SA
    Jun 1, 2022

    Yes, I have been advocating for this feature as well since we began using RingCentral years ago. Absolute oversight not allowing call queue members to handle multiple incoming at once and making us use Ring Groups which have limited app support. Also severely limiting the call queue call handling functions on standard licensing, further pushing us to use Ring Groups. This is basic functionality necessary for customers in an office/branch type scenario, and I would assume there are several. Nortel PBX's from 90's supported these basic features.