Ability to answer incoming call of a monitored extension when line 1 is on hold

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 Ability to answer incoming call of a monitored extension when line 1 is on hold ( presence feature)
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Short

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Posted 2 weeks ago

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Jessica - Community Support, Official Rep

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Hi Short, 

Have you had a chance to check out RingCentral's current presence features
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Short

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Yes but they do not allow what I need. I was told that this isn't an option by multiple support people and supervisors yesterday. I
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Saadet - Community Support, Official Rep

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Could you provide a use case example? This would help our Product Team to understand the need better
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Short

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I have one user who has a call on hold while while she is asking a person next to her a question. This same user has a new call start ringing on her phone. The user that is her back up tries to answer the incoming call but is only able to access the call that was on hold. Once I turn off the ability for this back up person to access calls that are on hold then they are able to access the new incoming call. The issue I have with this is if the back up needs to access the call that is on hold they are not able to. A way around this would be for some sort of key press with * and something else to allow any user to pick up a call on hold. This way they could do both if needed.