kelsey-ryvkin avatar image
kelsey-ryvkin asked Paul Lipman commented

Mute Ringer while on Another Call

How do you mute your ringer while you are on another call? This is particularly a problem for users with headsets. If they are on a call and another call rings in, the ringer blasts right through their headset and they cannot hear their current conversation.

The majority of our users are taking calls through the softphone on their computers.

This is a major issue for customer service agents and sales representatives who typically have multiple incoming calls at once.

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danno147 avatar image danno147 commented ·
RingCentral does not support the "call forward busy feature" with their platform.
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jenn-community-moderator avatar image jenn-community-moderator ♦ commented ·
Hello Kelsey,

You might want to check if the call queues are in all rotating calls, so it will not ring their phone in the middle of their phone calls with the client. 

If the issue persist, please create a case and we'll investigate it further. 

Thank you! 
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kelsey-ryvkin avatar image kelsey-ryvkin jenn-community-moderator ♦ commented ·

These are not exclusively call queue calls -- it is the same problem with direct calls and queue calls.  If you are on a call and another call comes in (directly or through a queue), the ringer blasts through your existing call and disrupts your ability to hear. 

Our business structure requires simultaneous ring for queue calls. 

This is major functionality gap.   I am receiving complaints from dozens upon dozens of users regarding this.
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CET Office avatar image CET Office commented ·

We have the same issue. It is really quite disappointing. What is the solution?

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Liz Gipson avatar image Liz Gipson commented ·

This is ridiculous that is it almost 2 1/2 years and no one has addressed this fact?

Support told me that we had to change the ringtone in order to make it less annoying. This is not acceptable.

RingCentral, do better!

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Paul Lipman avatar image Paul Lipman commented ·

I have the same issue.

My guess is that if you have the multiple versions of RC (Application/API and the main softphone) running, you get into this issue. I could be wrong, but I've only been using RC for a few days and it happens A LOT!

If it weren't tied to my CRM, I'd drop this product in a heartbeat.

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0 Answers

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