Skip to Main Content
Status Under review
Categories RingCentral Phone
Created by Peter Meyer
Created on Aug 25, 2020

Call Queue Hold Time Routing

Would be nice to be able to route calls to an overflow queue when maximum hold time for the queue has been reached. Currently the only option is to send the call to voicemail. The ability to send the call to another call queue would be very helpful.

Product Line RingCentral Phone
  • Peter Meyer
    Oct 13, 2020


    See the attached photo. When max hold time is reached it will not route to the overflow. It routes to VM. it only routes to the overflow when it all agents show busy.

  • Peter Meyer
    Oct 13, 2020

    Hi Jessica,

    We are using that feature now but it only flows to the over flow when all agents are busy. If and agent is available it will only flow to Voicemail once the time limit has been reached. Trying to teach agents to log out of the queue when not available is very challenging.

  • Admin
    Jessica Hernandez
    Oct 13, 2020

    Hi Peter,

    Have you tried using the Call Queue Overflow feature?


More time selections for maximum hold time

In Phone System / Groups / Call Queues the maximum hold time for someone to wait before going to voice mail (within the Call Handling and Members section) is incremented by 15 second options. Could we specify a number of seconds for more control o...
Jeff Haertel almost 2 years ago in RingCentral Admin Portal 0 Under review