Ability to answer any extension

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On our old phone system, any user on any phone could dial *21 and it would pick up any phone that was ringing in the office, it appears this very usful feature is not availalbe within Ring Central?
I have been through the documents for Presance and it will not do the same job however much I try and rangle it to work, it does not work for a group ext for a start as a group has no ability to allow presance.

If there is not a work around for this could you please look at adding it to the system.
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Chris Marshall

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Posted 2 years ago

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Chris Duquette, Champion

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my photo editing skills are still in the works, but there may be helpful hints and tips in here

https://success.ringcentral.com/articles/RC_Knowledge_Article/901

also you may not be able to pick up groups, but if you have a persons extension on your desk and you are "monitoring" their line, i think you can have it also ring your phone as well, whether this lets you actually answer the call im not certain, but it may be worth a shot unless you've tried that already.
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Dee T.

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If you are on a Group, it can be set it to ring simultaneously on every extension in it or in a set sequence.
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Chris Duquette, Champion

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that is true, but i think hes trying to answer anyone's phone at any time, not just picking it up if the 1st person in rotation isn't anwering, but we will see what he says.
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Chris Marshall

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Thanks for the input people,

@Chris, thanks for that list, I found that earlier in the week but does not have the same feature.

Groups will not work due to needing 30+ ext all needing to be able to answer any of the phones.

It would be nice for someone within a group to be able to pick up the ring around but thats a differant question I think.

@Chris, you are right any phone can answer any other ringing phone, on the old system you didn't need to know which phone is ringing as it just answered any incoming call.
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Chris Duquette, Champion

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i believe if you have the correct permissions you can pick up any ringing phone, now if that works if the person is in a group and gets the call as a member of the group im not sure, but you may be able to try to it and see what the outcome is. hopefully my insight is useful and not frustrating. 
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Chris Marshall

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Chris,

The method uses Presance, unfortunatly our phones are cisco spa504g and only have 4 lines, as such you can only monitor three other lines and therefore will not work.
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Chris Duquette, Champion

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hmm, i didn't know the line being monitored had to be physically on the phone. :/ maybe someone high up the knowledge tree will have some more insight, sorry i couldn't figure it out straightaway for you.
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Chris, you may want to rethink your call flow for your customer.  The system DOES not work like the traditional LINE based PBX systems.  You are stating that all 30 phones need to ring all the time.  Why is that?  Seems like the call flow could be controlled better but if you did not set the precedence on how it would work it will be difficult to have your customer change the way the office works.

Also you are limited with the 504G phone.  Only 2 assignable buttons.

Are you using a call queue to manage the inbound and distribute the calls.

Explain in detail the way the customer NEEDS the system to work or any options they will consider as a change to the way they did things in the past.

You could set up a virtual extension and have all other phones part of it in a ring simultaneous but I think the limit is 10 when doing this.

30 phones ringing at the same time does not seem to be reasonable.

Share more with the group so we could help come up with a solution.

Thanks

Chuck
Certified RC Installer
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Chris Duquette, Champion

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annnnnd there's your knight in shining armor. 
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Chris Marshall

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Thanks for everyones input, I have secombe to the idea this feature is not available, as such I have setup a lot of presance settings, replaced the phones with the softphone app as the phones could not handle all the lines, brought new headsets for the pcs and re-trained the teams on how to use the app, this has been a lot of work for what should be a simple feature.
We shall have to see how it goes, but I get a feeling the first time the receptionist is on holiday and the second person with presance set up goes ill for the day I think it will raise its head again.
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That's a lot of work my friend, you're an inspiration. Yeah hopefully they figure out a decent solution to that.
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Paul Lomax

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