Call Queue: requesting Call Waiting for queue members

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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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This reply was created from a merged topic originally titled Call Queue: Second Line to ring when call in a call queue.

I have a major issue with a client moving to RingCentral since the phones in a call queue are not able to answer more than 1 incoming call to the queue. The option to hold a call and answer a second, or even third, call would solve a huge gap between RC and the legacy phone system.
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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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Saadet - Community Moderator, Official Rep

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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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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 - Community Moderator, Official Rep

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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 :)