Call Queue: allow for RingGroups

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I have setup 9 phones in an office which I wanted to have 7 phones ring during business hours

and 9 phones ring after hours before going to voice mail on single user account if not answered. there is some kind of conflict which does not allow this? What would be ideal is the after hours

would ring to first group 7 phones and if not picked up quickly then ring the other two phones and if not picked up go to voice mail on selected user.

REFERENCE=00D80aRUX._50034mRLbf

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Diane Pulverman

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Posted 4 years ago

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Billy O'Neal

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This would be such a major addition to the Groups feature in RingCentral.  The ability to have ring groups nested inside of a call queue would be AMAZING!
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RC-Installer, Champion

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Hi Diane, so you want the call flow different for the after hours correct.  All 9 phones ring after hours, but during business hours only 7 of them ring?  Is that what you are trying to accomplish?

Please confirm.

Thanks

Chuck
Certified RC Installer
chuck@yoritguy.com
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Brian Sherman

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This is a much needed feature request.  I need to ring one group of users first, then another group of users if the call is not answered.
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Eric L

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Agreed!  Either allow ring groups within the call queue (similar to how ring groups can be set up within call forwarding for extensions), or allow cascading call queues.
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Billy O'Neal

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It looks like RingCentral has added this with its Overflow Call Queue feature.  I just found it this morning and am testing it out, but it looks great!

The only drawback I've found so far is that it does not allow for simultaneous ringing within the queues (random or fixed) only.

"removed broken link" see below.
(Edited)
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Mike, Official Rep

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Billy O'Neal

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Yes, that's the one.  Thanks Mike!
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Brian Sherman

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This article does not address the business need where we want the first queue to ring users simultaneously and then the second queue to do the same. This is only available if the primary queue is rotating or fixed handling. 
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Billy O'Neal

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Additionally, it seems that the overflow queues will only ring fixed or random, despite the overflow queues setting.  Having the overflow queues follow their specific ring type would be a great improvement.  
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Mike, Official Rep

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I don't know that they will every add a simultaneous ring as there are techincal issues that would most likely cause problems. There's a related discussion on this thread if you want to follow, or join in.  Overflow queues
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Jen, Employee

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People want call queues to be able to be programmed similarly to users "call handling & forwarding". 
(Edited)
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Chris Elliott

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This reply was created from a merged topic originally titled Ring Groups within Call Queue.

I have been using Ring Groups under Users for years. It is very helpful since it allows one team member the opportunity to answer a call even after it is routed to a different team member. Let's say, for example, team member A is your primary receptionist, and team members B & C are backup. Calls can be routed first to team member A, then to team members A & B, then to team members A, B & C. This increases the chance that a call will be answered, and increases the chance that the primary receptionist will answer, thereby freeing up the backups. Currently Ring Groups are not available under Call Queues, but they should be, since Users really aren't supposed to be used for call routing. This was made clear when RingCentral started charging for additional Users. Another downside in call routing via Users vs Call Queues is that calls do not ring the RingCentral cell phone app. You can have calls forwarded to a celll phone number, but then calls do not appear in any integrated CRM. In reading posts, I found that RingCentral customers have been asking for this feature for several years. It is unfortunate that it is not yet available. Any input RingCentral could provide on this would be greatly appreciated.