Call Queue: requesting Call Waiting for queue members

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  • Idea
  • Updated 2 months ago
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  • (Edited)

Hello,

I'd like my users to be able to answer multiple incoming calls to a main number call group even if they are currently connected on a call. They should be able to place the current call on hold and answer another call. Most of my locations have just a few employees who are members of the group but are not always available. There are scenarios where just one person is available to answer calls for the main number group.

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Tom Klimek

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Posted 4 years ago

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Timothius

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I have only been with RingCentral for about three weeks.  I, too, need the capability to put a caller on hold and take another call.  I am quite frustrated this basic feature is not available with RingCentral.  I also don't understand why RingCentral is unresponsive to the many requests for a feature that almost all analog business phones were capable of and people have come to expect.

I also foolishly assumed that one could enter contacts in the RingCentral desktop app and they would sync to the desk phone.  I am still incredulous that such an obvious feature does not exist.
The lack of these two features has really soured my usage of RingCentral, and after only three weeks, I am exploring other options.  Using RingCentral should be intuitive.  Any time it is not, it is a failure on RingCentral's part.  Your customers all have businesses to run.  We can ill afford wasting time trying to develop work arounds for phone system features that should be baked into the product.  Please address these deficiencies immediately!
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Tadeus Joseph Biala

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This reply was created from a merged topic originally titled wait time on call queue and continues flow of calls.

wait time on call queue and continues flow of calls.
 have a call queue with 7 members. and whats happening is that if 2 available member is on a call. 
it will ring the 5  available members which is just fine but what we wanted to
happen is that if the 5 available ext did not answer that call and one of the 
member that is on a active call ended the call we wants that active caller's phone
to also ring 
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ZELENY

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This reply was created from a merged topic originally titled To be able to accept another call when I am on a call in the call queue..

When I am on a call in the queue, and a new call comes in, I am unable to answer the new incoming call (even if I disconnect or place the original call on hold).  When I press an open line, I only get a dial tone. 
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BL ADMIN

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Unless there is a way for RC engineers to add Call Waiting to a Call Queue, then I would assume they added a "Ring Group".  This is just a user that is setup without a digital line, and told to "Forward to Other's Phones" under Call Handling and Forwarding.  This will allow for Call Waiting, but breaks Presence, as they Ring Group is taking the call, not the user.
To my knowledge, you still have to choose between having Presence or having Call Waiting.  You also have to use a Ring Group if you want calls to go to an IVR after ringing phones first.
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ZELENY

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Apparently, we had a "ring group" set up, but the settings were incorrect, so it was not working properly.

When a call is being used (on line 1), we are able to see the incoming call (line 2) on call waiting, and then press the button on the display for the second incoming call (line 2), which parks line 1 on hold and allows us to answer the call on line 2.

This is much better than me placing call 1 on hold, running to a second office, picking up line 2, and transferring the call back to my phone so I can pick it up! 
   
(Edited)
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Naftali W

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Wondering if this was ever solved. This is a very very important part of our business. We just switched to RC, and disappointed that this isn't the default.
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Saadet, Employee

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Hi Naftali, our Product Team is actually already looking into this as a possibility for next year. I'll post more updates when they become available!
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Chris Jenkins

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Thank you Saadet.  This is really very important.  We have had to use up an extension as a 'hunt group' as this is the only way we can see other calls coming through when busy as Call Queues do not allow for this.  We therefore lose the other great features of Call Queues.  Other products such as 8X8 already have this ability so it would be great if RC take note of the numerous requests for this.
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IHC

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I just moved a Client over to Ring Central and this is a huge deal. They have around 20 phones and are considering moving to a new Phone System if they can not get this feature. Has anyone been able to find a work around?
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Chris Jenkins

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@J.B Ferguson.  I think we all agree that RC is a great product.  We could be using another system but opt to stay with RC but only to a point. PABX phone systems have allowed 'call waiting' since the 70's and RC's competitors such as 8X8 have call waiting functionality for call queues.  I have seen it, a simply switch 'Notify members even if busy'.   To get around this lack of functionality,  we create a 'call group' user which all calls route to and in turn - forwards to everyones softphone included in the group.  Great,  but this costs an additional monthly license And the mobile app does not ring as part of the group And Google integration is broken (known issue with RC).  No one believes these fixes are easy but after more than 2 years of user comments,  we all have better things to do than continually volunteering our time to try and improve a product without any feedback or progress from the provider.   RC need to stop just closing cases, keep in touch with paying customers and wake up or they will lose customers and market share.
(Edited)
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J.B. Ferguson, Champion

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@Chris Jenkins - I don't disagree with your or IHC at all! I said that several times in my statement above. I just get irritated when anyone says how simple things are to fix. I feel the same way regarding ALL aspects of life. This irritates me just like all the people on Facebook who have all the answers to what law enforcement officers should have done or could have done in ANY given situation when they know NOTHING about police tactics and have never been to a police academy nor received any police training AND were not involved in the given incident. Having served myself in law enforcement for 32 years only give me the right to give an opinion on a given tactic but does not give me the right to say how something should be done or how simple it would have been for the officer to have done something.

That is my only beef about these types of posts, both here and on ANY social media platform. Again, I agree with many of the comments made on issues that have been listed in the Community Forums. I myself have had numerous support cases (in excess of 10 if memory serves me correctly) over the past five years that were closed out within two days each, all being marked as "Feature Requests", which still have not been "fixed". I know and feel the pain. That was not the reason for my post.

Please re-read my post again and you'll see that I agree with y'all 100%, except for the "simple fix" statement.
(Edited)
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Chris Jenkins

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Completely understand J.B.  My comments and the detail provided are a stab in the dark hoping that perhaps someone with the ability to take action from RC will read this forum & escalate and find a resolution...Right now I feel like an unpaid employee of RC.  regards,  Chris
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IHC

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@J.B if your a software developer you know its a simple fix. Its a telecommunication system but its not rocket science. They have the coding in place today that prevents users on a call from getting a ring. Simple fix is to code that out and allow the ring to ring all members of the Que. The only new coding would be adding a button to the Web interface allowing users to choose how they want Ques to be handled. I get it sticking up for developers but this would be a small code release. It would be a hell of a lot harder to retest the entire que system than to code this. I'm guessing they just have other priorities. Hell even if they need help in coding this little peace they should reference Asterisk. 
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J.B. Ferguson, Champion

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No...I DON'T know it's a simple fix! Please re-read my response to you from two months ago. I state ALL my reasons why it may, or may not be, a "simple fix".
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Noah Sanders

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This reply was created from a merged topic originally titled Is there a way for new calls to ring extensions in a call queue even if they are ....

Is there a way to have users phones ring or beep or something for call queue calls even while they are on the phone?

Many times we would prefer to quickly wrap up the current call and pickup the new call rather than having it flow to another agent. At night we may only have one agent available and if they are on the phone the caller waits in queue until they finish or the callers end up having to leave a voicemail. I would like to at least give them the option to place the first caller on hold and pickup the new call.

Is there something we should be using besides call queues to set this up? I considered creating an extension but then it looks like the only option is to forward it to other desk phones or outside numbers, not just to another extension.
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Input Output

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Hello Noah. Our client was having the same issue and we found a solution that worked well for them. Please feel free to send me your contact information and I would be happy to discuss it with you further.
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FRIEDMAN

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Hi Input Output! Do you mind reaching out to us too? The lack of this feature makes RC not functional for our business. We would LOVE to hear about your solution so it resolves this for us. Can you email us at Halley@DaveFriedmanTeam.com

I would love to return the favor is there is anything we can help you with. Thanks! 
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Jamie Abernathy

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Input Output I am very interested in the solution you have found. We have a call que that at nights and on the weekend there is only one person staffing the que and we need to be able to get a "beep" in their ear to let them know a call is coming. Please email me jamie@phoenixair.com
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Rich

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This reply was created from a merged topic originally titled Queue call in progress, another call coming in.

I have a main number that rings two extensions (queue).  Only one person is available to take  calls, and is currently on a call.  I would like an indicator on the phone(or app) that another call is coming in (with Caller ID), and the choice to take it (put the first caller on hold), or send it to voicemail.
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Input Output

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Hello Rich. Feel free to reach out to me at Info@InputOutput.tech as a configuration method we've used may be able to satisfy your needs. All the best.
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68 Evan - IT

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It looks like this was requested three years ago.  Is this ever going to get implemented?  We need this feature for our business.
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Jason Simon

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I need this feature too.  our last phone system had it and I'm surprised that RC does not.  If two of us are on an internal call with each other, then neither of us is given the option to even know a customer is calling.  We're basically ignoring customers and that's bad.
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Saadet, Employee

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Hello Everyone,

I followed up with the Product Team on this request. It is currently on the roadmap for our 20.1 release, barring any unforeseen issues of course. I'll keep you posted if the release date changes :)
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IHC

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Thank you all that are involved. 
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68 Evan - IT

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Is there an expected release date for 20.1?
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Saadet, Employee

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Hey 68 Evan - IT,

20.1 will occur in Q1 of next year. Each account is scheduled separately for the update so when we get closer to Q1, you can ask your Account Manager when yours is scheduled to receive the update :)
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Mark S.

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Saadet please give us an update on this. its still scheduled for next year or could it be done this year?
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Saadet, Employee

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Hey Mark, currently it is still scheduled for next year 
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Jason Nichols

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This reply was created from a merged topic originally titled Offer queue calls to reps that are on the phone.

By not offering queue calls to reps on a call is preventing reps from making outbound calls. As a business owner, this is not helpful at all, it's costing me money.  My reps need to make both outbound and receive inbound calls.  The rep needs the chance to hang up on a voicemail to answer a "hot" inbound lead. 
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Jason Simon

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Totally totally agree.
I don't understand why you would design a multi-line phone system without this feature.  Whoever designed this clearly had never served in an administrative capacity.
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Gary Manske

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An option for those of you needing to handle multiple calls (in/out) may be the Bridge Operator Console. You can trial it for 30 days at no cost. Just have the users launch and see if this will help with your situation. https://www.ringcentral.com/apps/bridge-operator-console
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Warehouse Phone

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This reply was created from a merged topic originally titled as part of a call queue and I am on a call - I cannot see other calls coming in a....

as part of a call queue and I am on a call - I cannot see other calls coming in and may need to answer those - is there a way to correct?
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Beni

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This reply was created from a merged topic originally titled Alert Sound when a Call is waiting and all Agents are on another call or Unavaila....

https://ringcentral.incontact.com

Need a way to configure an alert sound when a call is waiting and all agents are on another call or unavailable for the skill / queue. This is a critical functionality that should be built-in for those that use RingCentral for Support Teams or Call Centres.
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Hadi Moghisi

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Hello,
We have a big issue on call waiting, We have an issue to use the simultaneous call queue. when we use a simultaneous call queue group 10001 on auto-recipient, we missed plenty of calls. because there is no call waiting on call queue when the call takers are busy the next call comes back to them after some time and the call taker didn't get the next call to put the first one on hold and answer the call and come back to the first call. so we setup an extension (Ext 13) with simultaneous call forwarding to the other 30 extensions and the calls are ok, but we couldn't get the call information on any other extensions which answered the call and we missed the presence events.
Kind Regards,
Hadi
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Jordan Harris

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I just can't imagine, as a developer, the call someone made here. There's absolutely no upside to abstaining from adding functionality. You could even made it a setting -- have call waiting or not on the queue. 

It's either sheer laziness or unimaginable technical debt that's making them stall this. In either case, it's completely unacceptable.

We switched to Ring Central so that we could integrate our software with the RC API for our customer's CRM purposes. Finding this obnoxious fact out however, is quite possibly a deal killer before we even present it to them.

There's no way they're going to be okay with lacking call waiting functionality on their call queues or having to settle on the hacky "call group" setup.

I'll finish by saying that these devs are lucky they don't work for us. We wouldn't tolerate this type of incompetence.