Allow for simultaneous ringing in Queue Overflow

  • 5
  • 85
  • Idea
  • Updated 15 hours 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

  • 1,990 Points 1k badge 2x thumb

Posted 3 years ago

  • 5
  • 85
Photo of Brian Sherman

Brian Sherman

  • 1,990 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 Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 66,002 Points 50k badge 2x thumb
Sorry, Willis. I haven't heard anything from our Product Team on this feature.
Photo of RC-Installer

RC-Installer, Champion

  • 27,716 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

  • 156 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 Jodi Kimble

Jodi Kimble

  • 62 Points
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.
Photo of Cheryl Hicks

Cheryl Hicks

  • 70 Points
Sad to see this has been requested so long ago and still not resolved. Our company has 3 offices with 3 main phone numbers. The calls come in and ring simultaneously for whichever office the customer is trying to reach allowing anyone in that office to answer the phone. If no one is available the calls roll to the 2 other offices to have a live person answer and handle the call. The simultaneous rings let anyone available grab the call. We are doing so much more than just answering calls so this works for us. With the Queue only allowing rotating or sequential handling to roll to the overflow queues (2 other offices) it doesn't work. We are using ring groups now set up on additional extensions to handle the flow this way (basically hunt groups) and it works but you cannot see who picks up an inbound call thru presence on the physical phone or RingCentral phone app. This is because the extension that is set up with the ring groups is the one that picks up the inbound call. You can see that extension picks it up but not the actual user. If the option for simultaneous rings is added as an option to the Queue set up when you have overflow queues set up it would resolve the issue. I know our company's set up is not unique. Basically, I need the ability to have a customer ring into one of our main numbers and ring to all phones in that office simultaneously, fail over to both of the other locations if no one is available and still see the ACTUAL user who picks up the call on the HUD.
Photo of DYE

DYE

  • 1,074 Points 1k 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

  • 142 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

  • 172 Points 100 badge 2x thumb
Agreed this is a major detraction to how calls are handled.
Photo of Matt Fleming

Matt Fleming

  • 222 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.