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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|
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.
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.
Have you tried using the Call Queue Overflow feature?https://support.ringcentral.com/article/9600.html