Is there a way for new calls to ring extensions in a call queue even if they are already on the phone?

  • 0
  • 6
  • Question
  • Updated 11 months ago
  • Answered
Is there a way to have users phones ring or beep or something for call queue calls even while they are on the phone?

Many times we would prefer to quickly wrap up the current call and pickup the new call rather than having it flow to another agent. At night we may only have one agent available and if they are on the phone the caller waits in queue until they finish or the callers end up having to leave a voicemail. I would like to at least give them the option to place the first caller on hold and pickup the new call.

Is there something we should be using besides call queues to set this up? I considered creating an extension but then it looks like the only option is to forward it to other desk phones or outside numbers, not just to another extension.
Photo of Noah Sanders

Noah Sanders

  • 194 Points 100 badge 2x thumb

Posted 1 year ago

  • 0
  • 6
Photo of Billy O'Neal

Billy O'Neal

  • 1,202 Points 1k badge 2x thumb
There isn't way to do that using call queues.  This is a feature we would like to see and had to work around during our setup as well.

And you're right.  If you use an extension, you can forward to another extension's desk phone(s) or softphone, but not to the entire extension (so you don't get that extension's call handling rules).  
Photo of Brian Wisniewski

Brian Wisniewski

  • 64 Points
How did you work around this? We are having the same issue. Thanks
Photo of Billy O'Neal

Billy O'Neal

  • 1,202 Points 1k badge 2x thumb
Since we used desk phones (VVX 410), we used the presence feature so everyone in the call group had presence on everyone else's phone.  These are small call groups of 3-6 people.

From there, we granted everyone inside the call group permission to answer the other members calls.  This setting is in the presence section for each user.

This gives our front desk the ability to place their first call on hold, and press the presence button of someone else from the call group to pick up the incoming call.

Its not perfect but that's how we got around it.
Photo of RC-Installer

RC-Installer, Champion

  • 26,482 Points 20k badge 2x thumb
Call Queues are single threaded.  That is the whole point.  

Chuck
Certified RC Installer
Chuck@yoritguy.com
Photo of Noah Sanders

Noah Sanders

  • 194 Points 100 badge 2x thumb
I get that Call Queues are single threaded, but there is not an option for hunt groups or ring groups either, at least that I can find.
Photo of RC-Installer

RC-Installer, Champion

  • 26,482 Points 20k badge 2x thumb
Noah. You would build that type of logic out in extensions using ring groups

This is possible and that would not be single threaded

Hope this helps

Chuck
Photo of Piz

Piz

  • 130 Points 100 badge 2x thumb
Hi RC-Installer, can you explain how to do that? We want a call group or queue with call waiting so new calls can be picked up by anyone on the phone already.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 27,754 Points 20k badge 2x thumb
Hello Piz, 

Check out the KB Article we have on to Forward Incoming Calls to other User's Phones

It will walk you through how to create a Ring Group :)

Photo of Piz

Piz

  • 130 Points 100 badge 2x thumb
We tried that in the past but it won't ring the users mobile app when he's away from the physical phone. We need call waiting on groups or queues.
Photo of RC-Installer

RC-Installer, Champion

  • 26,294 Points 20k badge 2x thumb
Piz, call queues are single threaded by design.  If you want people to answer the phone and put others on hold, then you need to change your call flow to allow that.

The whole purpose of a call queue is to control the incoming calls and distribute based on your configuration.

Thanks
Certified RC consultant
Chuck@yoritguy.com
Photo of Piz

Piz

  • 130 Points 100 badge 2x thumb
Would you be available for some paid consulting to help me out?
Photo of RC-Installer

RC-Installer, Champion

  • 26,294 Points 20k badge 2x thumb
Sure, E-mail me and we will talk

Chuck