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Micah Davis avatar image
Micah Davis asked ·

Answer incoming call manually

Hello! I may not be searching for the wright key words for this so please directly me to the post if it exists. What we'd like to be able to do is when we see an incoming call (through the Windows app) going to Sales but we are not on the sales call group we'd like to "grab' the call? Is that possible?
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danno147 avatar image
danno147 answered ·
In APP, go to your status (top left where you see the green check mark and your phone number/ext), click on it and go down to accept department calls.  Obviously, the extension needs to be in the Call Queue group. 
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Micah Davis answered ·
Sorry, I don't think I was clear enough. We'd like to pick up the incoming call from the handset. We have a Polycom VVX 500. 
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danno147 answered ·
Yep, that will work.  All the changes made via the APP, will allow or not allow you to take calls.  The calls will ring as you have programming in call handling section.
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kim answered ·
Micah, you cannot answer a call in a group that you are not apart of.  The User has to be in the  group in order to answer the call. 
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Micah Davis answered ·
Kim, what is the extension is in the group but not enabled to ring? My boss wants to not have his phone ring when calls go to the Sales line but he wants to be able to "snag" the call if he wants to. I've seen this feature before on other systems, wasn't sure Ringcentral had the option.
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danno147 answered ·
I'm going to let Kim take it from here so we don't duplicate ourselves....
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Micah Davis answered ·
Let me add more context. Currently he sees the call in the app and the uses the forward feature to forward to his phone. We'd like to figure out if we can do this from the handset and administratively "grab" the calling ringing on that extension.
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This is not possible. 
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danno147 avatar image
danno147 answered ·
Let me preference this with, the solution I am offering has been implemented and is working on an account with Cisco phones.  So I'm not 100% sure if Polycom phones support it - you'll need to check with your Rep and/or the party that implemented your system.

In the preparation meeting I had with my client, prior to implementing RingCentral (RC), they requested the ability for the supervisor to answer (or as they called it "pickup") calls ringing at any one of the desks she monitors.  Knowing that RC does not currently have a star-key sequence code for pickup, I set up a Call Queue group (CQG) for her people and then programmed "presence" keys on her phone for the members of the CQG.  I also properly programmed the appropriate presence options (i.e., 'Enable me to pick up a monitored line on hold').  Note, there are a couple fields that need attention when programming these keys.

In the demo & training session we had, before going live with the RC phones, we tested the programming.  When a call came into the CQG the supervisor was able to see (visually) whose phone was ringing, know [from the label of the key] the name of the person's phone that was ringing, and if she wanted to answer (or pickup) the call, all she had to do was press the key. 

She also gained another features, that she really likes, in that she can also see who is available, busy or if they have a caller on hold - all from her Presence keys. 

Hope that helps.
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Good job and also good explanation Danno!
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Micah Davis avatar image
Micah Davis answered ·
Now THAT is a solution! Thanks! Although that is likely more complex that we were hoping it is good to know that a solution is possible. Thanks for the feedback.
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