Feature Request: Call Groups, Better Ring Grouping

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For deciding how calls get transferred to group members: there are currently three options.  Rotating, Simultaneous and In Fixed Order.

If you pick Fixed order you can only have it ring one person at a time in a sequence.

In our particular environment, what would be more useful, is being able to do ring groups in here as well as individuals.  Similar to how user extension do ring groupings.

For example, if had 3 members in this group called A, B, C.  I would first like it to first ring A for 4 rings.  If A does not answer, I would like it to ring A & B at the same time, so either one can grab the call.  If A & B do not answer, then I would like it to ring A & B & C at the same time.  The hope or point here is I really want A to take the call and B & C to only get drawn in to answer the phone if A is busy so our customer gets a live person as soon as possible without sitting in the queue for a long time and hang up. Basically it is a group within a group.  An important part of this feature request is that a member can be part of multiple groups in that group.  

One of the reasons why this important to our company, is I cannot tell you how many times A is just hanging up from another call, but then it moves to B and A can no longer grab the call.  A now has to wait for B to pickup the call, talk to the person, park the call or place them on hold and then let A know how to grab the call.

Being able to select on long each ring group in the group actually rings for as well, would also be very useful.  For example A for 6 rings, B for 4 rings and C for 3 rings.
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Jason Martin

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Posted 1 year ago

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Billy O'Neal

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There are a few posts regarding this in the community.  We could really use this feature.
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Peter Lehrack

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YES, please.
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Jason Martin

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I should mention that I used to accomplish this for the last couple years by creating a dummy user extension instead of a ring group.  Unfortunately RingCentral now wants to bill me extra users for my dummy extension so this work around no longer works unless you want to pay for extra phone lines.  This just changed this month, which is why I am now trying to use ring groups to do this.
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Arndt

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You can still setup free user accounts. It's just tricky when you sign up.

Users> Add Users > Select Location (Domestic) > Add Users Without Phones 

This is where it gets tricky. You don't want to buy a phone number but you want to add a user.

From the list select your Site but do NOT select the State. Click ADD and then click NEXT.

There is your new FREE user extension. I think the process became unclear when they added Sites to the setup process.
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Billy O'Neal

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We do the same things and it works, but 1) the reporting is not as easy to look at as with a call queues, 2) users can't log out of the dummy extension, and 3) its not maintained as easy.
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Arndt

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This is why I no longer do this. It really messes up reporting and it's incredibly hard to maintain. 
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Peter Czarnecki, Employee

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If you are a customer who has "Contact Center" then we can have this accomplished through scripting.  Though ultimately this is a feature request for RingCentral to have it work without workarounds as you noted.
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UPINDER SAWHNEY

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We are trying to achieve the same thing. It also doesn't help that we can't add more than 10 people under a simultaneous RingGroup. 
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Chris Elliott

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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. 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.


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Foxx Conner-Bailey

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If users aren't supposed to be used for call routing, we need more options!!