Allow for simultaneous ringing in Queue Overflow

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  • Updated 4 weeks 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.
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Brian Sherman

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Posted 3 years ago

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Brian Sherman

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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.
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Willis

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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.
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Saadet - Community Moderator, Official Rep

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Sorry, Willis. I haven't heard anything from our Product Team on this feature.
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RC-Installer, Champion

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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
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Willis

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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.
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Jodi Kimble

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We need this too!!! 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.
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DYE

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Please, we need this feature!  This is a major problem for us with RingCentral.  It was a basic function of our prior phone carrier.
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Marci Struble

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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
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Marciano Garza

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Agreed this is a major detraction to how calls are handled.