Call Queue: requesting Call Waiting for queue members

  • 3
  • 95
  • Idea
  • Updated 3 weeks ago
  • Under Consideration
  • (Edited)


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.

Photo of Tom Klimek

Tom Klimek

  • 1,214 Points 1k badge 2x thumb

Posted 3 years ago

  • 3
  • 95
Photo of Timothius


  • 144 Points 100 badge 2x thumb
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!
Photo of Tadeus Joseph Biala

Tadeus Joseph Biala

  • 160 Points 100 badge 2x thumb
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 
Photo of ZELENY


  • 168 Points 100 badge 2x thumb
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. 
Photo of BL ADMIN


  • 148 Points 100 badge 2x thumb
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.
Photo of ZELENY


  • 168 Points 100 badge 2x thumb
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! 
Photo of Naftali W

Naftali W

  • 134 Points 100 badge 2x thumb
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.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 53,772 Points 50k badge 2x thumb
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!
Photo of Chris Jenkins

Chris Jenkins

  • 264 Points 250 badge 2x thumb
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.
Photo of IHC


  • 88 Points 75 badge 2x thumb
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?
Photo of IHC


  • 88 Points 75 badge 2x thumb
Couldn't agree more Chris. It would really be a simple fix and give us the same ability as every other phone system. 
Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 33,984 Points 20k badge 2x thumb
<DISCLAIMER - I am NOT a RIngCentral employee. Just a regular user, like most everyone else in the Community Forums, who tries to assist with many years of RIngCentral knowledge and experience. >

@IHC - Respecfully, are you a telecommunications software developer? Have you seen all of RIngCentral's code and how it interacts from one application module to the next, as well as to the "outside world" via phone calls?

I don't disagree that you and everyone else in this thread have a legitimate issue. As a software developer myself, but not a telecommunications software developer, I would have NO idea on how to tell RIngCentral to process in fixing this issue. Why? Because I have not seen their code and I have never coded a telecommunications system. Additionally I have no idea how any one given change could affect and possibly break something else in another module.

I'm sure from an outsider's point of view this would appear to be a simple fix. Maybe it is. I, for one, don't know (see my disclaimer above). But let me ask you a question, "If this fix is so simple, can you please advise RingCentral how to fix it so this issue can be put to bed?" I have no malice in this entire response to you or anyone else but I have seen MANY people throughout the years and throughout scores of issues and threads that state that the fix is so simple. Yet no one ever offers their "simple fix" to RIngCentral.

I hope RIngCentral does fix this issue but whenever I see people proffering that a fix is so simple or that a fix 'could be done in a few hours, by noon' (someone else wrote in a unrelated thread) it's like fingernails on a chalk board.

Just my opinion, as a RIngCentral user. Your mileage may vary.
Photo of Chris Jenkins

Chris Jenkins

  • 264 Points 250 badge 2x thumb
@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.
Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 33,984 Points 20k badge 2x thumb
@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.
Photo of Chris Jenkins

Chris Jenkins

  • 264 Points 250 badge 2x thumb
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
Photo of Noah Sanders

Noah Sanders

  • 236 Points 100 badge 2x thumb
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.
Photo of Input Output

Input Output

  • 102 Points 100 badge 2x thumb
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.


  • 80 Points 75 badge 2x thumb
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

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

Jamie Abernathy

  • 150 Points 100 badge 2x thumb
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
Photo of Rich


  • 82 Points 75 badge 2x thumb
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.