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  1. Allow handling of multiple Call Queue calls

    81 votes

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    20 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Under Review  ·  AdminJessica Hernandez (Community and Social Media Engagement Manager, RingCentral) responded
    Check out https://support.ringcentral.com/article/Set-up-Call-Queue-Pickup-Group.html for how to set up call queue pickup groups. When pickup members are also call queue agents, they can pick up multiple queue calls concurrently.The Call Queue Pickup feature allows any call queue pickup member to answer multiple queue calls concurrently. Here is a presentation showing all of the setup details and supported use cases and call flows. Please let us know if you have any questions. https://docs.google.com/presentation/d/1H1gaxrrboXCSjvifzIw8rRYGkHdQENN_oOu9W6P_4To/edit?usp=sharingThank you for providing additional feedback on your use cases. We've changed the status back to under review from implemented.
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    Paul commented  · 

    This idea's status says 'Implemented' but it's clearly not implemented yet.The only option I've figured out is for other users to have access to each other on the HUD (like the Polycom phone presence buttons) and notice that the other user's line is blinking - to pick it up. For 2 or 3 lines, you really need to have 'Users' paid for for "Line 2" and "Line 3" etc and make sure that the folks doing most of the call answering have them in their Presence list. It's very hack-y and sort-of works, but it's not really a solution. It's a workaround.