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matt2240 asked ·

Call Queue: "Fixed order" call queues should try the next member if busy

  1. Account type: US
  2. Business :  Call center customer support
  3. Description of requested: When using a "fixed order" call queue when a member is on the phone with a customer and a new customer calls it still calls the first member and waits until the phone maximum wait time before trying the next person. I would like a feature where we can have it try the next person in the queue immediately if they are busy.  Currently customers call and they have to wait 10-20 seconds before speaking to someone just because the first and second person are on the phone. The only way to deal this is is to specific a simultaneous queue but that is not possible for us.
  4. Benefit: Better customer service.
  5. Related case number: N/A
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kim answered ·
With a Call Queue, if a user is on another call the system will automatically recognize that user as "busy" and push the call to the next available agent. 



Our T3 Engineer just tested this in our Lab and could not reproduce what you are describing. So...a few things to troubleshoot: 
  1. Is your router configured with RingCentral's Network Requirements? Verify Router/Firewall Ports
  2. Is Agent #2's call handling set to forward/ring Agent #1? (Under User > Ext > Call Handling)

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kim avatar image
kim answered ·
Matt - just checking in on you.  Is Case # 04758954 resolved? Do you still need assistance with this?
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