Call Queues: Enable ringing to users already on a call.

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This conversation has been merged. Please reference the main conversation: Call Queue: requesting Call Waiting for queue members

US Based E-Commerce retailer that uses RC for all our phone needs.  We would like the option to allow/enable a call queue to ring users regardless of their status e.g. phone will ring if the user is on the phone or not.  If the user is on the phone they get a call waiting notification like they would if someone had direct dialed them.

This is an important feature for us because of certain VIP lines.  We have a normal sales line which operates in a queue with a next-agent-available mentality.  However, the VIP line is reserved only for select customers and those customers need to be helped immediately.  We also have lines for Accounting and Purchasing that also need incoming calls to ring all agents regardless of their status.

In other competitor systems I have used a "Ring Group" or "Call Group" feature for the VIP line while using a call queue for the main sales line.  So, alternatively a "Ring Group" feature that did not operate as a call queue would also work well.
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Posted 4 years ago

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