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In a particular extensions call forwarding section (home, mobile, office), you can set the phones to ring simultaneous or in a fixed order. You also have the ability to group certain numbers such that home + cell ring simultaneous for 4 rings, and failing that, it goes to office numbers.
Now let's talk about Call Queues. The options are simultaneous (to all members), round-robin (to all members), or fixed order (to all members).
What I want is to have a call queue ring our call center first for four rings. They should answer 95% of the time within a ring. But failing that, I don't want the call to go to voicemail. I want it to "escalate" to a level 2 engineer (there are 9 of them). So I created extensions for each of their cell phones. So the call queue has 10 members (the call center extension + 9 extensions for the nine engineer cells).
The trouble is that if I set the Call Queue to simultaneous, all extensions (call center + all engineers' cell) ring at the same time. If I set it to fixed-order, the call center rings first (good!) but then engineer #1 gets any calls after that. Engineer #2 wouldn't be attempted until 4 rings of engineer #1 cell first. This isn't good customer service at all.
What I would like is the "grouping" feature, such that I could set the queue to try the call center first, and then failing that, simultaneously call the 9 engineer cells.
I've tried to nest groups within groups, so that after trying the call center, the first call queue forwards to a second call queue that has all the engineer cells set to simultaneous. But that isn't allowed.
Product Line | RingCentral Phone |
Hi all, here is a workaround that may help some:
You can use multiple call queues, each configured with the desired distribution. EG: call queue one: members 1,2,3 ring simultaneous max wait time 20 seconds, then forward to call queue two: members 4,5,6 ring in fixed order.
For more information on setting up call queues, check out this article: https://support.ringcentral.com/article/Create-Call-Queue.html
We need this badly -- and we need it to work with the RC cell phone app because we don't have hard phones.
+1
Definitely need this!!!
I need this too. Our previous system had this and it was so helpful.
I agree. We are in need of the same functionality as well. This feature already exists with user accounts and virtual extensions so I feel it should also be available in call queue settings as well.
Example scenario:
Call Queue (sequential)
Ring group 1 -
"John Doe" (30 seconds ring)
> No answer from ring group 1, follows sequence to ring group 2.
Ring group 2 -
"Grogu" (30 seconds ring)
"Darth Vader" (30 seconds ring)
"Luke Skywalker" (30 seconds ring)
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Currently we are unable to do this. The only option when using a sequential call queue is to forward to individual accounts.
NOTE: I will not entertain the idea of having a virtual extension that forwards to multiple users simultaneously as a user in the call queue sequence as that defeats the purpose of the analytics gained from using a call queue.