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How to handle multiple incoming calls???

Tags: call handling

Jan 4, 2019 at 2:39pm • 2 replies • 0 likes

dale-bemis

Here is the scenario.... I have 5 Customer Service Reps with desktop phones. All 5 are on the phone with customers. 5 more customers call while the 5 are on calls...

None of the 5 Customer Service Reps know that there is another incoming call to answer.

Customer lets phone ring for 30 seconds and hangs up and calls a competitor.

If the 5 Customer Service Reps saw another incoming call, they should be able to put their current call on hold and answer the other call.

How can I resolve this issue other than hiring more Customer Service Reps or adding a 2nd desktop phone to every Customer Service Rep???

2 Answers

dawn-springmeyer answered on Aug 19, 2019 at 5:39am

I don't think spending more money is the solution. RingCentral needs to be more user friendly, especially on simple tasks. We have a similar problem where, if we put a call on hold, we cannot pick up another line. We have the Polycom phones. This should not be difficult, yet I find everything we do with this product is way more complicated than it needs to be. I should not have to purchase an advanced phone or headset to be able to use your product. We cannot even get caller ID on our phones. We would have to upgrade our plan...really?

gary-manske answered on Jan 4, 2019 at 4:07pm

Check out the Bridge Operator Console in the AppGallery. Also, you may need to review your admin settings.
www.bridgeoc.com

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