I was on a call and had a 2nd call ring in. I was able to place the 1st call on hold, but I couldn’t pick up the 2nd call.

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I have an employee asking how to answer a new call while on the line with another call? See her question. I was on a call and had a 2nd call ring in. I was able to place the 1st call on hold, but I couldn’t pick up the 2nd call. Is it because our ring time is too short?
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ANDERSON

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Posted 3 years ago

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Mike, Official Rep

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What happened to the 2nd call?  Did it go to voicemail?   After you place the first call on hold it should allow you to pick up the 2nd call unless perhaps they hung up. 

Mike 
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Brandon, Champion

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So did they just miss the call because they were too slow or did they actually press the second line button and nothing happened?

Besides that, what type of phone, did you get it from RingCentral and can you recreate the problem?
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drakehilton

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I had this happen to me a couple times. My phone is the VVX 600. I put my husband on hold and pressed answer call but I could not answer the call even while my phone was ringing. This happened a couple years ago. I have not had that problem since.
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ANDERSON

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v410 phone and the employee is suggesting it is not ringing long enough to answer the 2nd call???
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Nathan Malone, U.S. Tier 3 Support

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Hello Anderson,

That could very well be the cause of the issue. If the 2nd call is disappearing from the phone before the User can place the call and hold and then answer the second call it is probably because the call is not ringing the phone for a long enough period of time.

You can check on this setting by signing into your account as admin, selecting the User tab at the top of the page, then selecting the User in questions from the list. Once you have the User selected click on the "CallHandling & Forwarding" tab on the left of the screen. You will then see how long the phone is set to ring for. I would set it for at least 30 seconds. Once the change is made, make sure that you click the "Save" button on the bottom of the screen.

 If you can't log in as admin the User can log into their own account and change the setting themselves. Just have them log in, select "Settings" at the top of the screen, then have them select "Call Handling & Forwarding" and change the time for the phone.

Let me know if this helps or not.

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