Answering a call that is not ringing to your phone.

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  • Updated 9 months ago
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I was wondering about how to answer multiple calls at once. I may have difficulty explaining my issue, but here it goes. If I am on a call, and I see the phone ringing, I would like to put my call on hold or park and pick up the other line, or even be able to answer a call immediately after I end a call. There seems to be a delay that prohibits someone from picking up an incoming call once the ringing initiates. Is there any way to fix this? I am using a Polycom phone. 
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Jenn Lane

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Posted 9 months ago

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Luke, U.S. Tier 1 Support

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Hi Jenn. You should be able to answer calls immediately when they ring your phone or a queue that you're on. Based on what you're saying I'd think there's two possibilities of what's going on.

It could be that you are part of a call queue and your RingCentral administrator has set a "wrap-up time" in which you cannot answer new calls after hanging up for a specified amount of time.

The other possibility is that your local network may not be set up properly for RingCentral service and some communication may be delayed. We have the Ringcentral Network Recommendations document that shows IT administrators how to set up their network for the best performance.

I suggest having one of your RingCentral admins look at the first option I mentioned, and if they discover that queue settings are not contributing to it, take a look at the network settings on the document to make sure the local network is set up according to the recommendations.
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Jenn Lane

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Thank you so much Luke for your  info!
I am the closest thing our office has to a Ring Central Sys Admin, so I looked into it. The wrap time is set to 0, so that is not the issue. Sadly it is probably a network config problem, which I may need some assistance on from RingCentral Support. Is there any way I can schedule a time where I can talk to someone?
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Saadet - Community Support, Official Rep

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Hi Jenn,

You sure can! Simply open up a case (let them know what the issue is) and let us know what time(s) work best for you and the number you would like us to call you at :) 
  
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