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How to set up Inbound / Call Queues to ring Poly phone only, not the app.
Tags: call queues
Feb 1, 2024 at 8:06am   •   1 replies  •  0 likes

Our system is set up with RingCentral on Poly.


Inbound goes to Call Queue. Rings 10 members.

Would like these calls to only ring the Poly phones, not the desktop app or mobile app.

Direct calls or Extension to Extension should ring Poly and apps.

Turning off Call Queues in the Admin Portal or apps disables Poly phones and apps, so that is not a solution.

Found one case that was similar:

This would work, except there is no choice for Extension to Extension calls. They go only to Poly, not Poly and app.

Any thoughts appreciated. Thanks!

1 Answer
answered on Feb 1, 2024 at 3:23pm  

I think that case is very similar to yours. Have you tried the same setup with this small tweak:
STEP 1 - the same as described in that case. - it gets the call queue calls to ring only the deskphone.

create a custom rule for each user, just like in that case, but disable the poly phone in the Call Handling section. Pictured below is the only thing you need to tweak - click on the slider to disable the poly and leave only "My desktop and mobile apps" active.

The alternative solution if the above doesn't work would be a similar in idea, but you would want to have an additional number assigned to the call queue. For example for a given user extension you would have 2 numbers to reach it on. Number1 - the direct number and Number2 - the call queue number.
You can then create a custom rule with conditions -> if called on number1 ring the app.
if called on number2(i.e on the call queue) -> ring the poly.
The reason I mention this secondly is because it involves getting an additional number which costs something like 1 Euro?

on Feb 26, 2024 at 12:50pm   •  0 likes

how would you direct a call queue to ring a line instead of an extension?

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