Allow for simultaneous ringing in Queue Overflow

  • 3
  • 71
  • Idea
  • Updated 4 days ago
  • (Edited)
Currently call queue members in an overflow queue can only have calls delivered on a rotating or fixed order.  Please enhance this feature to allow for simultaneous call delivery for the overflow queue.
Photo of Brian Sherman

Brian Sherman

  • 1,750 Points 1k badge 2x thumb

Posted 2 years ago

  • 3
  • 71
Photo of Brian Sherman

Brian Sherman

  • 1,750 Points 1k badge 2x thumb
I may have misworded this - Currently call queue members in a source queue must have calls delivered on a rotating or fixed order for calls to be delivered to an overflow queue.  Please enhance this feature to allow for simultaneous call delivery for the source and overflow queue.
Photo of Claudio (Customer)

Claudio (Customer)

  • 13,786 Points 10k badge 2x thumb
Hello, Im looking for an overflow queue, how you created that overflow ?
Photo of Willis

Willis

  • 136 Points 100 badge 2x thumb
Has there been any traction on this? I have a small call center and when they are all occupied, I need to send calls to our answering service. Seems like this would be a feature already in place. I wonder why its not implemented yet.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,574 Points 20k badge 2x thumb
Sorry, Willis. I haven't heard anything from our Product Team on this feature.
Photo of RC-Installer

RC-Installer, Champion

  • 26,844 Points 20k badge 2x thumb
Hi Willis, Not sure why so many customers use simultaneous ring.  there are limitations as you could see and if you adjusted your call flow a bit to rotating or fixed order, then you could leverage the overflow call queue.

If I am understanding right, you want the answering service to get the call if all of your people are busy.  Simple to do with fixed order put the answering service extension at the end of the list and it will work.

I just think there could be a better way.

Let us know how Rotating would not work compared to simultaneous ring?  The rotating will distribute the calls evenly and if someone does not want to pick it up just hit ignore and it goes to the next caller.  The same way that person would not answer the phone.

You could leverage DND also and your phone will only ring when you want it to.

Chuck
Certified Ring Central Consultant
Chuck@yoritguy.com
Photo of Willis

Willis

  • 136 Points 100 badge 2x thumb
This sounds simple, but I run 24 hours with 3 shifts. Only 2 people are in the queue at any time. The fixed option might work, and Ill try, but as I have it now. phones for all users in the office are ringing at the same time. I also need to make sure that missed calls get forwarded as well.
Photo of Voice PAD

Voice PAD

  • 112 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Can you please turn on the ability to use "simultaneous" call handling for the "O....

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.
Photo of DYE

DYE

  • 764 Points 500 badge 2x thumb
Please, we need this feature!  This is a major problem for us with RingCentral.  It was a basic function of our prior phone carrier.
Photo of Marci Struble

Marci Struble

  • 102 Points 100 badge 2x thumb
I have the same issues. What we were trying to create was the IVR being set to a call center, and if those 2 people could not pick up, then by ring 3 it would go to the next group of customer service. However, if you work around with the "overflow" it follows the rules of the IVR created for the call center group which forces you to do rotating or call order, not simultaneously. This really needs to be addressed so companies can give great customer service. the goal of our call center is to NOT have a phone ring at our front desk, so that those people would be able to assist patients in front of them so they could give one on one service w.out the phones ringing all the time. PLEASE HELP
Photo of Marciano Garza

Marciano Garza

  • 138 Points 100 badge 2x thumb
Agreed this is a major detraction to how calls are handled.
Photo of Alberto Rodrigues

Alberto Rodrigues

  • 72 Points
Hi all,
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.
(Edited)
Photo of Michael Harrison

Michael Harrison

  • 120 Points 100 badge 2x thumb
Alberto,

Thanks for the tip!

Curious though.. We tried something similar but found that when the phone switched from Group 1 to Group 2 there was a slight gap (1 to 2 seconds) when the phones would disconnect and ring again. If you happened to pick up during the gap you'd get dial tone. If you had any mobile users their phones would ring twice.

Not that big a deal 3 out of 4 times but ended up having to abandon this solutions as it would cause confusion with users picking up during that gap. Have you seen anything similar or has this gotten better?
Photo of Alberto Rodrigues

Alberto Rodrigues

  • 72 Points
HI Michael,
I have not come across that (I will ask some staff members in the morning)
We tend not to use the mobile app, as is makes too much noise in the office when mobiles start ringing too. I will run some tests and see about that gap that you are mentioning. The users were much happier when I changed to this solution though.

Cheers,
Photo of Michael Harrison

Michael Harrison

  • 120 Points 100 badge 2x thumb
Alberto,

If they fixed that issue then I've got some changes to make to our phone system and multiple clients. Agreed about the preference to overflow ringing. It's way better with something like you've set up.

We currently have something similar set up with Call Queues and Overflow which is more seamless but less useful since if you're on the phone you don't get new calls. Not ideal for someone that's supposed to answer incoming calls.
Photo of Matt Fleming

Matt Fleming

  • 162 Points 100 badge 2x thumb
I need calls answered as quickly as possible for this specific queue. Time literally is money for this queue and we are missing out on A LOT OF MONEY because calls aren't being answered quickly enough. Simultaneous ring would help solve this very simply but because I also need an overflow to ensure calls are not missed, I am unable to set to simultaneous. 

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.
Photo of Matt Fleming

Matt Fleming

  • 162 Points 100 badge 2x thumb
For the benefit of other RC admins in the same boat, here's a post about using a ring group. It's right up the same ally as Alberto Rodriguez (above) from another thread but as has been pointed out both above and in the accompanying excerpt there are some limitations and quirks to using Ring Groups instead of call queues: 

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
https://community.ringcentral.com/ringcentral/topics/simultaneous-ringing-for-call-queue-overflow
(Edited)
Photo of amer

amer

  • 80 Points 75 badge 2x thumb

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.

Photo of Matt Fleming

Matt Fleming

  • 142 Points 100 badge 2x thumb
Even if simultaneous ringing were to be possible, Ring Central also doesn't have a way to direct calls to an overflow queue based on the number of rings. If you have two agents in a group who are away from their desk and don't turn off "Accept queue calls" in their softphone (or app), calls that hit that queue will just bounce back and forth and will never reach the overflow queue because as far as RC knows, those agents are still "available."

That obviously deserves its own thread as its a different feature. If you find one that has gotten traction, let me know. I haven't had a chance to find one yet.

It's just frustrating that these basic call handling features are not present in Ring Central's system when they are a part of any basic Cisco or Avaya phone system.
(Edited)
Photo of Matt Fleming

Matt Fleming

  • 162 Points 100 badge 2x thumb
Don't forget to vote for this topic in the top right-hand corner (the orange button with the heart). That's the biggest indicator to product managers that this needs to be addressed.
Photo of berkcap 1

berkcap 1

  • 104 Points 100 badge 2x thumb
any updates if this feature is in the pipeline for future releases?
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,618 Points 20k badge 2x thumb
Hi berkcap 1, I have not received an ETA of if/when this feature will be available
Photo of Dan - 55

Dan - 55

  • 104 Points 100 badge 2x thumb
Don’t hold your breath for this as we have been waiting over two years!! We have had to do work around for this which doesn’t work how we want it. But on the plus side we only have 4 months left on contract and then we’re off.
Not only due to this but also no way of passing transferred caller id’s to user which if you are looking to integrate with CRM systems you are best to look elsewhere.
Photo of Matt Fleming

Matt Fleming

  • 162 Points 100 badge 2x thumb
Dan, have you played around with transfer types (warm vs. blind)? We were able to get the caller ID to pass to the transferred user by setting it to a blind transfer (if I'm understanding what you're needing).
Photo of Dan - 55

Dan - 55

  • 104 Points 100 badge 2x thumb
All transfers we do are warm (as we don't sit right next to each other, and don't want to do the work around of picking up a call, transferring to another user to say who it is , then hang up and do a blind transfer. That's just bonkers!) and it still doesn't support this basic feature which pretty much ever phone system I have ever used supports. A major failing of the system and something everyone who using Ring Central has been asking to be supported for many years (just check the forums).
Sorry to moan but these two functions which everyone assumes are a standard feature of any system are not on yours, and it's a major weakness which has never been addressed.
Photo of Matt Fleming

Matt Fleming

  • 162 Points 100 badge 2x thumb
Yeah RC definitely has its quirks... but I'll still take it over the old CISCO system we were using. Best of luck! Hopefully RC builds out some settings to address how caller ID is passed but w/o more votes, don't hold your breath.