Forward Calls despite 'Busy', 'Do Not Disturb', 'Invisible' Presence Selections in effect

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  • Updated 3 years ago
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Calls coming in from our main lines from another provider are routed to our Ring Central main line. Our main line at Ring Central then routes the incoming calls to one of internal customer service rep's Ring Central lines to simultaneously ring all internal customer service rep Ring Central lines. The incoming calls are set to ring our internal customer service reps for 10 seconds before they are finally rerouted to our third party call center.

The issue:

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.

The idea:

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.

The intent:

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
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Service Tech

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Posted 3 years ago

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Andrew, Champion

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Hi there. Call queues would be the best way to solve this problem. Can you use a queue here for routing this calls? A queue will not care who is busy or taken out of the queue.

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