We have been using Ring Central for disaster response for a few months we provide 24/7 services. Our current architecture is not functioning as we would like. Currently we have one account and one phone number for 7 people. It goes through the ring central app installed on both phones and computers. We get unreliable calling behavior (calls only ringing 2 or 3 times when our settings are set to 12 rings) not all team members getting the alert on their phone. What I have gathered from support is that this is not what the service was intended to do.
What are our requirements?
Each team member needs the following:
- Access to text messages from our main number
- Access to voicemails from our main number
- Synced contacts across all accounts
- Be able to transfer calls between accounts
- 100% reliability so that when our main number rings all other accounts ring
Missing a call due to some kind of technical failure is completely unacceptable and causes us to miss out on huge opportunities and costs us money.
What is our perceived solution?
I believe that a Call Queue could solve many of our issues but it is going to double our monthly bill and I have no idea if it is really going to solve our technical issues. I would set the call queue up to send to a bunch of new accounts and numbers simultaneously.
So far I have found no documentation as to whether call queue members can access voicemails or respond to texts sent to the call queue? Can they do that?
If I setup the call queue to call all numbers simultaneously am I going to get expected results and are all of the phone apps going to ring?
How do I change a number associated with an account to instead be a direct number to a call queue?
When a direct number for a call queue is called does it trigger a call to the call queue?
Whats been most difficult in resolving this issue is the importance of this phone system. I feel like (due to razor thin budget and downtime on the current system being unacceptable) I have had absolutely no freedom to expirament with ring services.