Call Queue critical options missing

  • 0
  • 2
  • Idea
  • Updated 2 years ago
1. US

2. Auto/Home/Life Insurance

3. Call Queues are great but I believe they are missing a simple feature that would tremendously help me out as a small business owner. When a user picks up a call, they become busy. I would love it if the calls in the call queue still rung the "busy" user. The ring should obviously be less loud than normal because of the active call the "busy" user is in. This feature should be an option in the call queue settings which would allow ringing the desktop app even when a user is "busy". When this option is enabled, all the desktop apps should ring whether or not the line is in use. The user can then silence the notification because the other users (when present) would not want to hear that when they know the other users are present.

4. Sometimes there is only one person in the office and a phone call comes in, that phone call was propaganda and another call comes through. Because the first call made the lone user pick up which then made him busy, the second caller only hears the hold music because the lone user's desktop app never gets rung! The lone user would have to go to another computer or quickly sign in to another user account in their personal phone just to try to keep up.

5. I realize that call queues were designed for multi-user environments but this one option would alleviate a huge pain point for me which might even push me towards another system if I continue to miss calls when I operate my small business alone. This feature would allow a single user to handle multiple calls made to the main number.

6. NA

7. 6 lines
Photo of OLMEDO


  • 82 Points 75 badge 2x thumb
  • Concerned

Posted 2 years ago

  • 0
  • 2
Photo of Andrew

Andrew, Champion

  • 2,696 Points 2k badge 2x thumb
Hey there. You’ll be able to accomplish this by creating a virtual user instead of a group. Create a regular extension and then in call handling and forwarding you can forward to another user’s phone. Now you can include their soft phones too! You can even make groups in there. We use these for many of our clients to accomplish this exact thing. There are even instances where we use queues along with these to get really fancy. Good luck!
Photo of Billy O'Neal

Billy O'Neal

  • 1,310 Points 1k badge 2x thumb
This is true but it makes reporting more difficult.  You have to dig into call logs and filter data to find out who's taking calls in this setup.  With the group, this information is broken out for you in the reporting.

We use this setup to accomplish simultaneous ring group tiers, which would be another great addition to call queues.