Keep calls on original line.

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When answering my supervisors phones, the line immediately flips from their line to mine. Therefore, I can't put them on hold and have my supervisor pick up. I have to transfer back. Would like this changed so it stays on their line. Example: My supervisor is in his office meeting with someone and his phone rings. I pick it up and it is a call he has been waiting for. I cannot put the call on hold and have him pick up. I have to transfer it back to him, making the caller listen to the greeting until the call is able to be picked up.
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Dawn Steventon

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Posted 6 months ago

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Brandon, Champion

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Shared lines might be a solution to look into: https://success.ringcentral.com/articles/RC_Knowledge_Article/5927?_ga=2.132550030.1204673703.151603...

I think even better though might be park locations where you can assign a button on both of your phones to essentially put a call on hold and one or the other can retrieve it.  Check here for more info: https://netstorage.ringcentral.com/datasheets/call_park_datasheet.pdf
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Cecile Glassy

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Hi Brandon - have you checked if these instructions still work after the portal rebuild from December?  Most of the data sheets we used to use no longer work because they re-arranged everything in the Portal causing much more drilling down to find where stuff is, or is not located. (the linked doc is dated 2015)
(Edited)
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Cecile Glassy

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USA-based acct | 2887 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

01-17-2018   An alternative way to do it, would be using PRESENCE.   You first login to the supervisor's line in the portal, and add the worker's extension as "Authorized to answer this phone"     SAVE.    Then go the the worker's extension  and add the Supervisor's lines in   Monitor this line and ring my phone when this line is called.....       This allows you to put their call on Hold and transfer it to them when they are ready to accept the call.    
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Dawn Steventon

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I already have their line on my phone.  But when I pick up their line, it flips over and the call is then on my line, so it can't be picked up by him any longer.  I have to transfer it back.
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Cecile Glassy

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This could be resulting from the way your supervisor's line is added to  your phone, it may not be programmed correctly  if trying to do this via Presence.    Go back and review both lines in the portal to make sure you know how that line is appearing on your phone.   If based in a RingGroup instead of Presence -  it would result in the call staying on your line once picked up. 
(Edited)
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Dawn Steventon

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It is in Presence and the Ring Central Rep told me this is the way it works.  I would like it changed.
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Cecile Glassy

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It sounds like maybe you will need to use the CALL PARKING feature setup that Brandon mentioned 

https://netstorage.ringcentral.com/datasheets/call_park_datasheet.pdf?_ga=2.82310998.1730782989.1516...
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Dawn Steventon

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Yes, I know there are ways around it.  I was just hoping for a change to a more simple method.

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Brandon, Champion

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The park locations are really simple to operate after you set it up.  I do this for some customers and label them line 1, line 2, et.c on the phones.  This works well for folks that like to just have a call in progress and press a button to put them on hold and shout "call on line 2".  The lines with calls will be lit and the available ones dark.

Of course, you can also just create a single one for you and your supervisor to use too.
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Cecile Glassy

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Thanks Brandon - this one seems pretty simple and we may use it for the areas we were considering doing something else, because this is so simple.
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Xochitl Murakawa

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Dawn you make a great point.  Many of our executive assistants are experiencing the same challenge.  They would rather keep the call on their manager's line instead of rolling over to their line.  We hope this get implemented in a future release update soon!
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Chris Duquette, Champion

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Could set permissions to make sure hes able to pickup your line as well, you can pick up his but make sure he can in turn pick up yours.