Call Queue: Ring "busy" members before moving to next available member

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Currently if a call queue member is on the phone the queue automatically skips them and rings the next available member. However, our customer calls tend to be very short on average (less than a minute). It would be ideal if the queue could ring through to the first queue member, whether they are on the phone or not, for a defined period of time (say, 30 seconds - 1 minute) before moving onto the next person in the queue.
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Posted 3 years ago

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RC-Installer, Champion

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I have to ask, why would you want the system to deliver a call to a phone that is not available?  If someone is on that phone then they have to put the person they are talking to on hold to talk to someone else.  Call queues are single threaded so you take a call and help that person and when you are free you will get another call.

We could only address one customer concern at a time right?  

Maybe Call queues are not the right answer if you do not need single threading.

There are other ways to setup the call flow.

I am assuming you are versed in the different ways?  

Are you working with a reseller to assist you with the optimal configuration?


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Brandon, Champion

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I *think* you may be able to pull this off by creating multiple call queues and then redirecting your calls to a virtual extension that forwards to the call queues in the order and with the timing you want.  You would need to try it and experiment a bit to see how/if it works for you, but the basic idea would be:

- Create a first call queue A that contains only the 1 member you want to get most calls.

- Create another call queue B for other member(s)

- Create a virtual extension 

- Set forwarding in virtual extension to ring queue A then after x seconds queue B

- Direct your calls to the virtual extension.

Another simpler way might be just to direct all calls to this primary user first and then set their extension to forward to queue only if they don't answer in x seconds.  
Because we are a small company and often times our call queue members are away from their desks/phones. Additionally, our customer calls tend to be quite short (< 1 minute). So if the first member in the call queue is on the phone, it is more efficient for the call to ring to them (as in a call waiting system) instead of skipping them and ringing the next "available" member (who may likely be away from their desk). So ideally, callers listen to about 30 seconds of the on-hold message, which tells them they can place orders and get price and availability online (which is the majority of calls, but many custoemrs do not know about these new features).

With the basic call flow system, is it possible to set the call to ring through to a user for a defined period of time before moving on to the next person in the call flow? This is why the call queue seemed more appropriate. 

Thanks for your help!
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J.B. Ferguson, Champion

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If the calls are that short in duration, I personally would not be using a call queue. Instead I would use a virtual extension and set it up to ring numbers in sequential order in the Call Handling & Forwarding. You cannot select "users" as you can in a call queue but you can enter each DDL (direct dial line) up to a total of 10. You can then select the amount of time for each number to ring.

The only caveat to this is that your users cannot sign in and out as they can with a call queue. However if you have the same people working every day and you want, as Brandon suggested, a particular person who generally fields most of the calls to take most of the calls, then a virtual extension might be your answer.

But as Chuck mentioned, due to the very nature of a call queue, I doubt very seriously that RingCentral would consider adding the type of functionality you are requesting. It just doesn't warrant the development time for the very few, if any, businesses who would want to use it in the manner you are describing. (Disclaimer: I am not a RingCentral employee and am not speaking on what they would or would not do.)