question

wald avatar image
wald asked ·

Simultaneous Ringing for Call Queue Overflow

We would like both the desktop apps and the smartphone apps to ring at the same time for every member within a group. We would like to set up 2 groups, an East group and a West group. From the hours of 7:00 am to 5:00 pm EST the East group will ring first (all members at the same time.) If no one answers the call it will roll over to the West group (all members will ring at the same time). At 5:01 pm EST the West group will ring first . If no one answers the call it will roll over to the East group until 6:59 am EST. I have been told this is not possible??
General Topic
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

1 Answer

· Write an Answer
nathan-malone1532 avatar image
nathan-malone1532 answered ·
Hello Wald,

You cannot do it from a call queue, the overflow option is only available if using a fixed order or rotating function in the call queue.

You could use a Ring Group inside of an extension, but this functions a little differently. In a Ring Group, you cannot have the customer hold for more than 75 seconds before rolling to the next group and then again for another 75 before going to voicemail. Every time one of the users is on a call and another call comes into the group, the user will hear a call waiting for tone beep in their ear letting them know there is another incoming call. You cannot play interrupting audio during the hold time.

You will have to create some advanced rules to get this to work in a Ring Group, so if a Ring Group sounds like a workable option let me know and I can give you some pointers for the advanced rules.

Thanks!
2 comments
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Nathan,

We are struggling with the simultaneous limitation of calling queues like so many others and are interested in exploring the solution you outlined above.  Would you be willing to share your advance rule suggestions and any other guidance you may have learned during setup?

Thanks,
0 Likes 0 ·
Hi Llama, 

I see this post is over a year old, but we would still like to help you out! Can you explain in more detail the desired call flow?
0 Likes 0 ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces

Work together.
From anywhere.

Team messaging, video meetings
and phone - all in one app.


Get the new RingCentral app