Using Presence to answer another RingCentral phone?

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I am a receptionist and I need to answer all calls, so when I am either at lunch, out of the office, or just in another office, i need to be able to have either someone else answer the phone or be able to answer a phone in case I don't get back to my desk in time. So Is there a way to answer a ringing phone from another ring central phone in the office?
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Kamille

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Posted 4 years ago

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Mike, Official Rep

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Hi Kamille,

There are a number of ways you might handle this. 
Some other related options: 
  1. Customizing the Call Handling & Forwarding Feature Under User Hours
  2. Presence Overview
  3. Presence Permissions
(Edited)
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Travis Ransom

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RC service does not have a formal Call pickup option.  We have struggled with this as well.  The option that Mike has offered seems to be the best workaround.  We have utilized this technique as well.  It is a workaround, however, to not having a Call Pickup option.
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O'BRIEN

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This worked!!  This is exactly what I was asking to do!  We had a RingCentral support call and were told there wasn't a way to do this.  Thank you so much!!!!   This post needs to be pinned.
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Kim, Alum

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O'Brien, Glad everything worked out okay. Also visit the 2nd and 3rd Link posted above by Mike for specific detail on Presence. Let us know if you have any questions. 
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RC-Installer, Champion

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The VVX-311 is a 6 line phone.  Once you activate the presence you will have 4 locations to deal with (2 lines are used for the phone it self)  How many users will have their own phones?

What is your expectation?  The call pickup button will not work with Ring central.  That is for other PBX's that leverage thoes phones.

there is a call park feature in RC but, you should think about your call flow first to make sure it is what you want.

I could chat if you like to bounce off ideas

Chuck
Certified Ring Central Installer
chuck@yoritguy.com
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Sandi

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When our phones ring they light up. If the phone in another office is ringing and they are on a call I can answer one of the lines as it is blinking green from my desk. We have one phone however I cannot answer because it never blinks at my desk, no matter what they do! The other phones also do not blink when I am on the phone which would allow the other co-workers to answer for me.
We have tried and tried to fix this and I have an open case still while we work on the issue.
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RC-Installer, Champion

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Hi Sandi,

Must be a call flow setup that is not correct.

Sometimes calls come to a virtual extension and then it is hard to get to light up on the phone.

So has anyone worked on reviewing your call flow to trouble shoot the problem?

Let me know

Chuck Fuscone
Certified RC Installer
chuck@yoritguy.com
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Kamille

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Thank You all for your responses! I do have a Polycom so I cant have the call pick up feature, but I will try Mikes suggestion to see how that works.
Thank You!
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RC-Installer, Champion

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You could change out your phones and get the functionality you want.

Not sure how many phones but it is an option

Chuck
Certified Ring Central Installer
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Mike, Official Rep

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Kamille,  I believe Chuck is referring to the "Presence" feature which is only available on certain phones. This may also work for you. Click the link below to view the details. 

Presence Frequently Asked Questions
(Edited)
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B. McKool, Champion

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We have the Presence feature on the Polycom VVX600 phones and once you select, and move over, the phone extensions you want to be able to answer in the "Presence" settings, under Permissions, it works great!
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Asad Siddiqui

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We have enabled presence and also have phones that support presence, so when a user can't answer a phone, somebody else can answer for them. Is it possible though that when a user is on an existing call already and somebody else dials their phone, that another user can answer that call?
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Kim, Alum

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Asad - Yes, if permissions is setup for that user, then their 2nd line can be picked up by the person monitoring their presence. Permissions can be setup under Phones & Numbers > Presence > Permissions.  Let me know if you have any questions setting this up.  
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Jim Fulford

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I'm very frustrated.  I've been on support tonight.  I have two Polycom Phones a VVX-400 and a VVX-500.  What I want to do is simple,  I want to be able to pick up my wife's line, if she's not at her desk.  I don't want her phone to RING on my phone, I just want to answer it.  

Reading the above it looks to me like I can just setup Presence (which I have) and I could just click the soft button on my Polycom when it starts flashing.  When I try to click the soft button, it flashes a green screen but does not let me pick up the phone. 

We both have the option to "Enable me to pick up a monitored line on hold" and we both have Permissions set to "Users permitted to answer my calls".     I cannot pick up her phone.  

As a test, I also set the "Ring my phone when any user I'm monitoring gets a call" and it Rings my phone but I still can't pick it up.   

Ring Central customer service said I'm not supposed to be able to pick it up unless they put it on hold.  (which works) But it only notifies me that its ringing .  What good is this?  

Can someone please validate the following.
1.  You can pickup another extension when it's ringing that's not ringing on your phone.

2,  Is there anything I need to do besides setup presence?

Thanks for any help.   This should be so simple

Jim Fulford
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Kim, Alum

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Just to update this thread - Jim & I changed his phones bandwidth from Low to High and after a reboot, the issue was immediately solved. 

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Jim Fulford

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Kim, thanks for the help today.  You were awesome.  I did some testing tongiht and I can pick up my wife's line, but she cannot answer mine.  So we're halfway home.  Please reach out to me again when you get chance.  Thanks again for the excellent support.
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Phil Koorsen, Implementation Advisor

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Hello Jim,

First; do all the phones have this problem or just yours (and/or Peggy's)? If it's everyone's click on this link to review the network requirements 
https://community.ringcentral.com/ringcentral/topics/how-do-i-troubleshooting-call-quality-issues-qos .

If just yours (and/or Peggy's), remove the presence from both phones and save. Then set presence up and test. Remember to save the settings AFTER removing the presence (do all buttons using it).

If that doesn't work click on this Link to review the network options required for all the ports. 

Phil
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Nathan Malone, U.S. Tier 2 Support

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Another thought is regarding the model of the phone. Do you have a VVX-400 or a VVX-410 phone? The VVX-400 is not a fully supported model that will need to be added to the system as an "Other Phone" and the presence feature will not be fully supported.

If the phone is a VVX-400 that is most likely what is causing the issue if it is isolated to instances when you try and answer a call through presence on the VVX-400 or from the VVX-400.

Nate Malone, Tier 2 Technical Support
(Edited)
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Jim Fulford

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Nate, can you call me when you get chance, I just bought a VVX-500 and having the same issue, and when I call Support at Ring Central they keep telling me that I can only pick up after the call is placed on hold.  Which does me no good at all.
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Jim Fulford

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I do have a VVX-400, but its new so I can switch it out.  I'm going to try to delete and re-add presence as suggested in another thread, and if that does not wok,  I will buy a VVX 410 or VVX 500 to see if that fixes the issue.  Thanks for the update and help
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Jim Fulford

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I added and deleted the Presence, so that did not fix it.  So I'm going to order a VVX-500 to replace the VVX-400 and see if that fixes the issues,  Thanks
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Chris Duquette, Champion

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simple call handling and forwarding settings should take care of that, being able to pick up other users calls and stuff, not just calls placed on hold, at least to my knowledge.