Presence call on hold and have it delay before it rings presence lines

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  • Idea
  • Updated 1 year ago
  • (Edited)
Merged

This conversation has been merged. Please reference the main conversation: Presence: Caller on Hold causes other phone that monitor to ring

When 'Ring my phone when any user I am monitoring
rings' is turned ON, and the call is placed on hold, the devices monitoring
presence will ring. The ringing when on hold causes confusion because users think
the phone has not been answered. Thinking the phone still needs to be answered
(because of the ringing) users monitoring presence pick up the line and it in turn transfers the call to that user's line. This makes the person, who put the call on hold, think that
the call was dropped or lost because it
is no longer on their line. 

I would like there
to be an option for the ringing to be delayed
(15-20 seconds or more) before it rings other presence lines.
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Frank Kinsella

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Posted 4 years ago

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Mike, Official Rep

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Hi Frank,  I've changed this post to an "idea" topic so if there are others interested, they can click the "Like" button and we can see how much interest there is for adding a feature such as this. 

Mike
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Julie Whitt

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This is a huge pain for us! We are a small company and this just about ruins the RingCentral service for us.  We are brand new so maybe I can find a work around - but so far, this might be a deal killer. Hope they separate these features soon (the ability to monitor someone's calls should be separate from the call being placed on hold and making everyone's phone ring).
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RC-Installer, Champion

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Hi Julie, I have over 100 small customers and I never have the need to use this feature.  I agree, it is value less to have all the phones ring, it causes confusion, but what are you trying to accomplish?

There may be a better way to setup your system not using this.

We are here to help

Chuck
Certified RC Installer
chuck@yoritguy.com
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Julie Whitt

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Hey Chuck, thank you for your reply! We are a very "old-fashioned" office.  We use an auto-attendant to get people to the correct company because we operate three companies.  But after that, no matter what extension they pick, we want a live person (anyone in the office will answer the phone) to answer the phone. We also have phones placed around the office in common walk areas so that if we are walking around or making a copy, we are still able to answer the phone. So we need to be able to monitor all the lines, but once you place a call on hold, all the phones also start ringing.  We don't operate like a large organization where once someone dials an extension - it's up to that extension to answer. We answer anyone's line and then physically go tell them they have a call holding so they can pick it up.  I'm about to start researching the shared lines option even though I've been told it's not as good as monitoring. But maybe for us it would be better. We aren't like a normal company :-)
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RC-Installer, Champion

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Shared lines wont solve your problem.  Let me know if you are willing to chat, we may be able to identify a solution that meets your needs

Chuck
Certified RC Installer
630-975-1200
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Laurie Johnson

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I agree with Julie. I would think that any company wouldn't want this confusion.  A answered call should not automatically ring after placing a call on hold. There should be an option for a delay. We are trying to accomplish less confusion for the people in the office. We need to be able to monitor calls for the other associates in our office, and be able to place a call on hold without the instant ring back. 
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Shane Loomis

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Totally agree - must split whether (1) the presence allows monitoring phones to ring on new calls from (2) the ringing on hold !   I can't see how anyone would want the phones monitoring phones to ring on hold
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TPCoMatt

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I would be curious to hear what the use-case would be for having the on-hold call ring all other extensions.  It's on-hold, not being transferred. 

I also would like to see the functionality split.  Having it ring all extensions will cause unintended answering and confusion, and a general distrust/dislike of the RC platform.

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