Currently trailing - can RC or others do this?

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Have been training Ring Central for a week or so, and there are a couple of what I think are basic features that it appears Ring Central doesn't do. Does anyone know if they can be done, or an alternative provider that does?

We are using the Polycom VVX 410 handsets - so 12 soft keys.

We have various offices and each one is setup as a group (call queue).
It would appear that we cannot set the call queue as a presence on phones - so staff not in the queue can see if a line in ringing can answer it.

Our customer service guys have 3 queues - sales, support and accounts. They have no idea which queue has been called prior to answering the call - we can do the announce, but this is a horrible solution. Again this could be solved with being able to add a call queue as a presence.

There seems to be no ability to programme a speed dial - we have 6 free soft keys, and some keys should be able to be used as speed dials.

Finally the ability to login to a phone. We have 3 offices, and staff go between offices. Surely you should be able to log into a phone - enter your extension and pin, and that phone then becomes yours. The only way of achieving this is to have 3 lines per person set to ring together, then have 3 phones on each hot desk and in DND mode for the people who sat there. Other than being expensive (3 x users fees) it just seem a step backwards. 

All the above are basic pbx functions.

any help would be great albeit advice on how to do it with RC or if others can do it?

thanks

Andrew
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Andrew UK

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Posted 5 years ago

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Hi Andrew, I will try to assist on your questions here.

First you are correct there is no presence monitoring on the call queues.  The only way a call queue could deliver a call to a user or phone is for that extension to be a member.  If you are thinking like an over flow (All queue members are busy, that does not exist)  I address this issue by putting people that could get an over flow call per say at the end of the list and do a fixed order.  This way if the others ahead of them that SHOULD be getting the calls regularly are busy it will default to the people down the line.

The ability to know what queue has been called is addressed by the announce.  Not sure why this does not work for you.  I am sure there are some other options but not knowing how your menus are setup it would be hard to say or offer suggestion.

The ability to login to the phones does not exist in the RC model.  

You could leverage the shared lines feature (The phone you have supports this feature)  then you pay for one line and have several phones in the other offices.  As long as multiple people are not trying to use the phones at the same time this could work for you.

I would have to check if a shared line group could be a member of a call queue.  Not sure on that.  I have not tried this configuration.

The speed dial question could be addressed in the following way.  Create users with out a phone on the system turn off the unneeded features like hold music, call screening, voice mail etc..  

And in the call handling enter the phone number you wish to dial.  Then you could assign through presence this speed dial extension to a button.

I hope this helps in some way.

thank you

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
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Andrew UK

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Hi Chuck,

Really helpful reply thanks.

Just to answer why i wanted queue presence is there are a couple of staff (like me) who would not normally want to be bothered by inbound calls, but if i got a spare few moments, and i see say a sales line ringing, i might grab it. Keep the team on their toes, and always nice to speak to a customer every now and again. Also just seeing the lines ringing give me a feel for how busy things are (but not enough to want to deal with overflow calls!)


Appreciate your time, and I see you are often the first the respond around the forums - great to have knowledgable people about.



A
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No problem, glad I could help.  I provide RC consulting services to many people here.  Just trying to assist in getting the systems configured properly.  I have been doing this for 5 years now.

Chuck

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