Allow different routing for Call Queue calls and direct line calls

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I just got off of the phone with support about this, and was told that if a user has their Call Handling set to simultaneous, then an unanswered Call Queue call will be sent to their Desk Phone, Softphone, and Mobile phone. The first two of these are fine, but I would like the ability for users to be able to opt-out of receiving Call Queue calls on certain phones.

For example:
Jim has a desk phone, a soft phone, a mobile phone, and a home phone. He wants all of his numbers to ring simultaneously to ensure he is reachable quickly wherever he is. Jim is also a member of a Call Queue. If a call comes into the Call Queue, it should ring his desk phone and soft phone simultaneously, but should not ring is mobile or home phone.
If a call comes directly to his extension, it should ring all 4 lines.
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Tim Torrisi

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Posted 3 weeks ago

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Rob LaRose, Champion

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Oof, I forgot you can't pick individual devices for a call queue.  Crazy.


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Benjamin Pina

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I don't think that is crazy. It is just the way it works. It sounds like Jim would have to have two extensions. I wouldn't mind someone telling me I'm wrong though!
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Brett Crowther

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I would love this sort of functionality! Having call queues ring on the mobile is really quite annoying.I would only ever want someone to answer a call queue if they're at their desk (softphone/deskphone), since they need to be at their desk to access our CRM and provide proper support.
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Benjamin Pina

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Well that is an easy fix. When you are logged into the app just turn off queue calls. That isn't what the original poster is looking to do though. I don't think.
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Chris Duquette, Champion

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I think you can make ring groups out of certain ringing numbers. I'm not sure if you can do that with numbers that are away from the RC system like a personal cell # or home # but its worth a shot.
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Tim Torrisi

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As far as I know, you cannot make a Ring Group that contains the Soft Phone. That is always in position 1 and not groupable.
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Chris Duquette, Champion

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true, the soft phone and mobile apps are hard set.