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106 votesUnder 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.An error occurred while saving the comment An error occurred while saving the comment 
Jared
commented
Thank you @Admin for your response on May 10, 2023. However, your statement does not appear to be true. I was told yesterday by support over the phone that specifically members of a Call Queue cannot be Pickup Members of the same Call Queue. Only other members who are NOT part of the Call Queue can be listed as Pickup Members of the Call Queue and receive a call, after the Queue is "full". If am I mistaken, then could you please follow up with me directly?
An error occurred while saving the comment Jared
commented
@jessica thank you for this but it is not accurate as of May 9, 2023. When a member of a Call Queue is on a call, regardless of whether they are also listed as a Pickup Member or not, they do NOT receive the 2nd inbound call. It is not possible to pickup a 2nd inbound call as a Call Queue Member in RC today.
An error occurred while saving the comment Jared
commented
This is not implemented yet. Just spent an hour with support for them to tell me "No, it is impossible for a Call Queue member to pickup a 2nd incoming call while they are currently on a call". Shocking how simple this solution and powerful it would be.
Received yet another call from RC Phone Support today. Was told that indeed what I was looking for was possible. When we discussed details however, again, I was told that this was impossible. The Admin Response above from May 10, 2023 is totally inaccurate. This request is impossible when using Call Queues. I was told that it is possible to when all users are using Desk Phones and instead of using a Call Queue, Call Forwarding is setup for a single user extension. When that user is on a call, and a 2nd call comes in to that single user extension, then that user and the other members listed on Call Forwarding will be able to pickup that call-- as long as Call Monitoring is turned on. As @Paul Kopalek writes below, this only works when users happen to notice that the other user's line is blinking on the HUD, nothing actually rings.Extremely disappointed in RC Support for the incredible amount of time wasted trying to convince me that this is possible. The workarounds presented are not solutions based on our very common use case that small businesses deal with.