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160 votesPlanned ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
Hello all, wanted to share this video with you, to see if it matches your needs!It’s only a minute long, but note that there is no audio. In this video, a call queue member “SZ” receives and answers a call from the Test 1 call queue.After about 10-15 seconds, you’ll see a call pop-up in the Call Queue Pickup section of the HUD. This is a 2nd call that “SZ” then answers from Test 1 call queue, which puts the first call on hold.If this meets your needs, please let us know. We have also included the KB article.https://www.loom.com/share/59599e5b02a14bb6a84fcf02560a2c68 https://support.ringcentral.com/article-v2/Set-up-Call-Queue-Pickup-Group.html?brand=RC_US&product=RingCentral_MVP&language=en_USAn error occurred while saving the comment An error occurred while saving the comment 
Matthew
commented
I'm trying to replicate a 40 year old AT&T hardline system. If the first line is busy and someone calls, it'd ring over to a 2nd line. Our main secretary could put first line on hold and answer 2nd, or a second phone could pick up the 2nd caller/line. In order to have 2 physical phones, I need 2 users. I was told a "call queue" was the way to have both phones ring at once, but I'm discovering the second caller doesn't ring our main secretary's phone if they are on a line with another caller. I'm not trying to do anything fancy, just something every old-fashioned analog hard line phone at a small business would have had decades ago. How is this not possible? How has this sat for 2 and a half years?
I switched from a "call queue" to a "ring group" and it seems to work like I'd want it. I've spent a lot of time searching for how to do this, came across "shared line" but never heard of "ring group" before this message. I feel like there needs to be a better small business (mom & pop) discussion, that leaves out all the features meant for bigger businesses.