question

Sarah McCarthy avatar image
Sarah McCarthy asked Anirban answered

Ring Group Extension labeled as "Busy" and skipped to next extension in a queue when one person is on the phone, how can we change this?

Hi there, we have created Ring Groups within different extensions, and placed them all in a queue on the "Rotating" setting. When one person within a Ring Group is on the phone, the entire extension is labeled as busy, thus skipping the entire extension with the people in the Ring Group.

We want it to ring to the Ring Group even if there is one person who is on the phone, is there a way to do so? Could we have you change the settings on your end to allow us to do that?

Thank you and let me know, as our company is growing rapidly this feature would be crucial to our success going forward.

call queuescall forwarding
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tak-it1 avatar image
tak-it1 answered

There is no way to change this - adding a seat to a queue will always mark any additional forwarding endpoints as "busy" once the seat within the queue answers a call. Your workaround will be to utilize cascading call queues, depending on your version.

So, configure your first queue with the members you wish to have take the call first and then change your "Wait Settings" option of "When maximum time is reached..." and send the customer to another call queue extension with the next batch of agents. Essentially, this mimics your current setup anyway.


Primary Call Queue 1 -> when max time is reached due to no answer -> send to Primary Call Queue 2 -> repeat

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Anirban avatar image
Anirban answered

Not sure if that can be done currently.

You can add this as a feature request in the idea portal here if you have it as a requirement

https://ideas.ringcentral.com/

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