U.S. for a Real Estate Team: Simple fix - Turn on the ability to use "Simultaneous" Call Handling for the "Overflow" Queues if it is easy. That way if all users are unavailable I can call another group simultaneously to make sure it is quickly handled.
I have got round this by doing the following:
I created a group (ext 1) with ALL the users in the call queue members
Then, I created a Paid user with the main number (and another for our Service desk number)
In Call Handling, I forwarded calls to individual extensions for 20 Seconds
In Messages and notifications, Connect directly to Group, then used the Group that I created (Ext 1)
This will now overflow to the group members if no-one answers after 20 seconds. (You can make this less)
Hope this helps, I have battled for a long time to get it right.
Please address this as its been sitting for nearly a year and a half now without your product teams handling it.
This may not be simple to configure because of how you've setup the logic, but its basic functionality for any AVAYA or Cisco system. If your logic for routing calls doesn't facilitate that, frankly, that shouldn't be our problem. Fix it. We've waited long enough.
You could use a Ring Group inside of an extension, but this functions a little differently. In a Ring Group, you cannot have the customer hold for more than 75 seconds before rolling to the next group and then again for another 75 before going to voicemail. Every time one of the users is on a call and another call comes into the group, the user will hear a call waiting for tone beep in their ear letting them know there is another incoming call. You cannot play interrupting audio during the hold time.
You will have to create some advanced rules to get this to work in a Ring Group
We have 2 call groups for each state (e.g., CA1 and CA2). In each group, we have added the required agents’ DID number as well as their mobile number (since the available RingCentral functionality will not ring desk handsets and mobile app based on the ringing strategy we have).
When a sales call is transferred to the first group (e.g. CA1), the ring strategy will simultaneously ring all agents in the first group (desk handsets and mobile phones). After 6 rings, if no agent is available in the first group, the call is transferred to the second group (e.g. CA2) and simultaneously ring all agents in that group (desk handsets and mobile phones). Unfortunately this method does not ring the agent’s mobile app when a desk phone is not available.
We were advised by Ring Central team to use call queues instead of call groups so that the agents can receive calls from the queue on their mobile app, but unfortunately the much needed feature to simultaneously ring all members in the queue with overflow is not present. We would like to request that this feature be considered and prioritized for development as soon as possible.
Trying to work on our call queues earlier today, to discover that when you overflow to a queue, it ignores the call distribution setting on that queue. Why? This makes no sense! Calls to that queue CAN ring simultaneously... why can't they when the call was forwarded there from another queue?