Call Center Setup Concerns and Questions

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We are on RingCentral Standard with Polycom VVX410 phones.  We have a small call center with four employees.  These employees answer and place calls for five (5) different sub divisions of the company.  Each sub has it's own dedicated phone number and extension.

Sub1 has 866 number and ext 1, answered by all four employees
Sub2 has local number and ext 2, answered by two employees
Sub3 has 866 number and ext3, answered by one employee but if out we need it to roll to coverage person
and so on


1) What is best practice for employee to see and hear their phone ring and know the call was to Sub1? Text display on phone showing Sub1 Name and/or light on ext button?

2) If employee needs to make call on behalf of that Sub, how to have the caller ID display the number and name of the Sub on the clients phone? Right now, all clients see the main number of the company as assigned to the RingCentral Account.


1) Reading about line share
a) Is line share a best practice solution for what we are trying to accomplish?  It appears to handle the receipt of calls but not sure about making calls.
b) When following instructions for setup to try it, we were under the impression that setup was free if we already had numbers and equipment but in the process it said it would charge $25 per month. Did we do something wrong?

Any suggestions or advice would be appreciated.


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Posted 3 years ago

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RC-Installer, Champion

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Hi, you may want to talk to someone so that all the options available could be leveraged in the best way.  Working with a re-seller could help as we have extensive knowledge on how the RC system works and options to get you the optimum call flow.

I don't think that shared lines would work here but I probably have a few more questions to determine that.

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Mike, Official Rep

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I think Chuck is correct. It looks like you have quite a few questions and this will be best handled with a phone call so that the details can be discussed.  
There's a note on your account stating your implementations was not completed.  The implementation is important in learning how to set up the system so that it best meets your needs. My suggestion is to contact your account manager and see if they can set this up for you.
Or Chuck and some of our other Resellers are indeed excellent resources.