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Status Future consideration
Categories RingCentral Phone
Created by Guest
Created on Jul 29, 2020

Call Queues: allow mixture of call handling (simultaneously and in fixed order)

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
  • Admin
    Jessica Hernandez
    Apr 19, 2022

    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

  • Courtney Sovich
    Jan 21, 2022

    We need this badly -- and we need it to work with the RC cell phone app because we don't have hard phones.

  • Fraz Hamid
    Oct 5, 2021

    +1

  • Guest
    Sep 21, 2021

    Definitely need this!!!

  • Eddie Stevens
    Apr 22, 2021

    I need this too. Our previous system had this and it was so helpful.

  • Brett McVay
    Jan 15, 2021

    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)

    ----------------------------------------------------------------------------------------------------------------

    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.

  • +146
4 MERGED

Add ring group to call queues

Merged
Please add ring groups to call queues, it is not acceptable to make all users receive the call because they are using the app. At least make it to where we can create Ring Groups within the call queue OR to where we can forward calls from the app ...
Product Development about 1 year ago in RingCentral Admin Portal 3 Future consideration
2 MERGED

Be able to move the Desktop/Mobile App option down in the call ring order.

Merged
People in our office are working from home and from the office and when they're in the office, they want calls to ring on the Polycom phone and find it very distracting and inconvenient to have it ringing on their desktops. But they use the deskto...
Guest about 1 year ago in RingCentral Web/Desktop App 0 Future consideration