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When the rep that is having all calls forwarded from the main Ring Central line to his Ring Central line selects either 'Busy', 'Do Not Disturb', or 'Invisible' as his status on the Ring Central desktop application, the calls are forwarded to his voicemail if he's selected 'Take Messages' in the settings, or presented with a brief message before the call is dropped if 'Take Messages' is not selected in the settings.
You're saying to yourself, "This is absolutely logical", and you are correct mam or sir.
This is where my idea comes into play.
In this very same scenario, our company needs a feature/setting where the call(s) will continue to ring other reps for the remainder of the set time (10, 15, 20, etc seconds) before being transferred to our third party call center.
We always want our customers to be able to reach someone. We want to give our in-house customer service the first shot to answer customer calls via Ring Central, and if our customer service reps are currently occupied for any given reason, we want those calls to continue to be directed to our third party call center.
The current solution:
I've instructed our customer service reps to always leave their statuses as 'Available' so that the customer calls cycle through as intended (our in-house customer service then to the third party call center). However, the suggested idea/feature/setting would benefit us greatly and give our customer service reps a chance to utilize the status buttons to their full potential without worrying about customers not being able to reach someone on that call.
Thank you for your time and consideration.
Case #: 05463050