Feature Request: Call Groups, Better Ring Grouping

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  • Updated 6 months ago
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 6 months 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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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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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.