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Christopher Migliaccio avatar image
Christopher Migliaccio asked ·

Picking up another incoming call that is going to a set up call que while on the phone

I have a call que set for any calls to my business main number goes to a call que that has 4 users answer.  The que is set up for a each users' phone to ring simultaneously.  

Issue we are having is when 3 of the 4 users are not at their phone (out of office, etc) and the remaining user is on the phone, when another incoming call comes into the call que, the remaining user does not have the ability to answer the phone by placing the current caller on hold and answering the new call.  

Any ideas on how to set this up.  We are using polycom 410s.  
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rob.benn-frenette avatar image
rob.benn-frenette answered ·
A phone can only take one call from a queue at a time
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Kevin Sullivan avatar image
Kevin Sullivan answered ·
We had similar issue, so we set up TWO call cues. 1. Daytime during business hours...and VM sayes "we are busy helping other clients, leave msg & we'll call you back". 2. Night (after hours) cue - this has the message we are closed. Our cues are a little more complicated than above, but simplified it for example.
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Christopher Migliaccio avatar image
Christopher Migliaccio answered ·
so what is the best way to set up a traditional call system where you have a receptionist or a couple receptionist that each can handle more than one call at a time.  (be on the phone with a caller and answer another call, after placing first call on hold) ?
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This may or may not work depending on how many users you have answering the phone, but you might try setting up a RingGroup ( or Hunt group) instead of a Call Queue.   Take a look at this page and scroll about 1/2 way down the screen:  Customizing the Call Handling & Forwarding Feature Under User Hours

This way, you should at least be able to take a 2nd call by putting the first call on hold. 
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