question

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noah-sanders4286 asked ·

Is there a way for new calls to ring extensions in a call queue even if they are already on the phone?

Is there a way to have users phones ring or beep or something for call queue calls even while they are on the phone? Many times we would prefer to quickly wrap up the current call and pickup the new call rather than having it flow to another agent. At night we may only have one agent available and if they are on the phone the caller waits in queue until they finish or the callers end up having to leave a voicemail. I would like to at least give them the option to place the first caller on hold and pickup the new call. Is there something we should be using besides call queues to set this up? I considered creating an extension but then it looks like the only option is to forward it to other desk phones or outside numbers, not just to another extension.
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billyoneal6827 avatar image
billyoneal6827 answered ·
There isn't way to do that using call queues.  This is a feature we would like to see and had to work around during our setup as well.

And you're right.  If you use an extension, you can forward to another extension's desk phone(s) or softphone, but not to the entire extension (so you don't get that extension's call handling rules).  
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brian-wisniewski4225 avatar image
brian-wisniewski4225 answered ·
How did you work around this? We are having the same issue. Thanks
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billyoneal6827 avatar image
billyoneal6827 answered ·
Since we used desk phones (VVX 410), we used the presence feature so everyone in the call group had presence on everyone else's phone.  These are small call groups of 3-6 people.

From there, we granted everyone inside the call group permission to answer the other members calls.  This setting is in the presence section for each user.

This gives our front desk the ability to place their first call on hold, and press the presence button of someone else from the call group to pick up the incoming call.

Its not perfect but that's how we got around it.
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Call Queues are single threaded.  That is the whole point.  

Chuck
Certified RC Installer
Chuck@yoritguy.com
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noah-sanders4286 avatar image
noah-sanders4286 answered ·
I get that Call Queues are single threaded, but there is not an option for hunt groups or ring groups either, at least that I can find.
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Noah. You would build that type of logic out in extensions using ring groups This is possible and that would not be single threaded Hope this helps Chuck
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piz avatar image
piz answered ·
Hi RC-Installer, can you explain how to do that? We want a call group or queue with call waiting so new calls can be picked up by anyone on the phone already.
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Hello Piz, 

Check out the KB Article we have on to Forward Incoming Calls to other User's Phones

It will walk you through how to create a Ring Group :)

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We tried that in the past but it won't ring the users mobile app when he's away from the physical phone. We need call waiting on groups or queues.
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Piz, call queues are single threaded by design.  If you want people to answer the phone and put others on hold, then you need to change your call flow to allow that.

The whole purpose of a call queue is to control the incoming calls and distribute based on your configuration.

Thanks
Certified RC consultant
Chuck@yoritguy.com

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Would you be available for some paid consulting to help me out?
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Sure, E-mail me and we will talk

Chuck
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