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.

1 |3000

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

danno147 commented · Jul 16, 2020 at 05:56 PM

RingCentral does not support the "call forward busy feature" with their platform.

0 ·

jenn-community-moderator ♦ commented · Jul 16, 2020 at 06:06 PM

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!

0 ·

kelsey-ryvkin jenn-community-moderator ♦ commented · Jul 16, 2020 at 06:13 PM

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.

3 ·

CET Office commented · Nov 15, 2022 at 01:06 AM

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

0 ·

Liz Gipson commented · Nov 22, 2022 at 10:40 PM

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!

0 ·

Paul Lipman commented · Mar 29 at 12:26 PM

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.

0 ·