Intercepting Phone calls in other ring groups

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  • Idea
  • Updated 2 years ago
1. U.S.
2. Payroll Service Bureau
3. The ability to "pick-up" or "intercept" a call while it's ringing
4. Typical scenario - Our Receptionist and backup are in one ring group, support staff are in the next ring group and a third ring group consists of other staff. If the receptionist and backup are not up front for whatever reason and we know it, any other employee who hears the phone ring should be able to pick up that phone call from their desk with shortcut key on the physical phone.
5. This keeps clients from waiting 4 or 5 rings before it gets to a desk that can answer the phone. It seems ridiculous that staff have to either run to the reception phone or wait until it switches ring groups before they can answer it.
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Posted 3 years ago

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RC-Installer, Champion

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HI Levin, you would use presence for this.  I am assuming when you say Ring Group it is not the Call Queue function but actually grouping users within an extension?

This is possible

Confirm how you have it setup.


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Shannon Maggs, Champion

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Chuck, can you please explain how this can be done? 
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Saadet, Employee

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Hello Shannon,

Here is the link to our KB Article that goes over Presence and how to set it up :)
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Pauline Fennessy

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Can we use language that we all can understand please.  I have what I believe is the same situation.  We have an office with four phones.  How do I intercept another phone it is ringing or what can I do to automatically divert the call so it is on at all times but gives the original intended phone time to answer. 
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That is correct, we are using ring groups based off of our "receptionist" extension. I have three set up right now, the calls come into the first ring group, wait 3 rings then transfer to the subsequent groups. I've been informed by tech support that intercepting a call while it is ringing from another extension is not something that can be done at this time.

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Kelly Griffard

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I would like this feature as well.  Our former system allowed us to pick calls (based on user level) and as a call center, this feature is sorely missed since we transferred to Ring Central
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We would like this as well. Our old system allowed us to dial a *84 to pick up/intercept the call that was ringing on another user's phone.
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Chris Duquette, Champion

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should be able to give permissions to other users to pick up another users calls and either set it to ring or have the users presence programmed on the covering phones. I think that way should work for you, i would call support or see if anyone else on the board can shed some light on it further.