Monitored lines ring on all phones when they put user on hold and/or conference call

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Merged

This conversation has been merged. Please reference the main conversation: Presence: Caller on Hold causes other phone that monitor to ring

Hello, we are an investment firm in Los Angeles, California (USA) with about 55+ employees. Per previous conversations with my account manager and technical support engineers, there is no fix to an issue we're facing right now (see case #06127194). 

Right now, the issue that is driving us absolutely crazy and that we are becoming extremely frustrated with is this: when someone is put on hold by someone whose line we monitor, our phone rings as if a new call is coming in. So, if someone is monitoring my line and I put someone on hold, everyone who monitors my line sees a new call coming in and has the opportunity to answer it (which happens quite frequently disrupting call flow and call connections). In addition, we do a lot of conference calling and this has become a real problem, as when you go to conference in a new person on the line, the phone puts this person on hold, ringing other phones. I can’t see any reason why this feature would exist as it has no useful purpose and is beyond cumbersome for our Executives and their assistants who manage an extremely high call volume. I understand that the reason this is happening is because we all manage multiple lines and have both "enable me to pickup another users line" and "ring my phone when a user I monitor rings" -- however, those are two features we need and part of the reason we were excited to switch over to Ring Central. Eliminating one or both of those features to eliminate this issue is not a solution - it is a workaround and would not be helpful in how we'd like to use our phones.

Ring Central has recommended that I use Park lines to fix this issue (instead of placing someone on hold, I'd park them on this line). In my opinion, this is not a solution but rather a workaround to a glitch in the system. This would require using the phones differently and having to teach all of our employees to not use the "hold" feature, but to use the park lines. In addition, this doesn't solve the issue when individuals are trying to conference in people onto their call, so it would only solve it 50% of the time. One of the reasons we switched to Ring Central was all the features we would have when managing calls for other people -- and this is counterproductive.

What should happen when I (or anyone else) puts someone on hold is that they should stay on hold on my line only, like any normal phone function. It should not ring anyone's phone. Perhaps it could just blink red on others phone so they see that I have someone on hold.

I would like for Ring Central to fix this glitch (since it is a glitch), as there is no useful purpose for it. Please vote on this if you agree and/or are dealing with the same issue. We shouldn't have to use all these workarounds for basic phone features that are standard with any provider.

Thank you.
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Tracey Korn

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  • extremely frustrated

Posted 1 year ago

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SAN CRISTOBAL

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We are in the same position and it is very frustrating.  This has been an issue for a couple of years now and needs to be resolved.  I'm surprised that I'm only the 9th vote.  Might there a solution that we are not aware of? 
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RC-Installer, Champion

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I never use this feature for my customers and no one is looking for it.

what is the main reason you feel you need this option on?

Chuck
Certified RC consultant
Chuck@yoritguy.com
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SAN CRISTOBAL

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I think the original post explains it very well, but here is a simple case.  An administrative assistant who needs to answer calls for other users will need to have their phone ring when someone calls the monitored line.  So, the check box in Presence, "Ring my phone when any user I am monitoring rings" has to be checked off. Which, causes the issue of it ringing when a call is placed on hold.
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RC-Installer, Champion

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Got it, so I am assuming you are using presence setup correct?

The phone lights up when a call comes in to a monitored phone without the ringing.  I wish I knew why the ringing happens when a call is put on hold because it seems that this is not something that is of value but not sure

I don't have any complaints from my customers without that option being used.

What phone are you using?

Chuck
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SAN CRISTOBAL

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Yes the line lights up but if you are not looking right at the phone you will miss it.  We are using VVX310 and VVX500.

thanks.
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Chris Duquette, Champion

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that is odd, if a call is already answered and then the party places the call on hold I don't know why it would ring the other phones as that call is not incoming since it's been answered already. I don't use that feature often (monitoring lines and ringing other phones), but to me that seems to not be how it should work. Hopefully someone higher up the knowledge ladder on this can chime in. 
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TULLO

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This reply was created from a merged topic originally titled Hold Feature for monitored calls.

U.S., Financial Services, The ability to change the ring tone of calls on hold, or mute the ring of calls on hold., When receptionist is monitoring multiple lines, and if one or more calls are place on hold, the receptionist phone is constantly ring as though new calls are coming in when in fact all the calls are on hold. No way to differentiate between live calls and holds calls when other extensions are placed on hold. Benefit would be to tell between hold call and live incoming call. Case number 06236253. 42 Digital Lines
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McLaughlin

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This reply was created from a merged topic originally titled Hold Reminder Different Than Ringtone.

It would be great if the audio reminder that a call is on hold were able to be different than the ringtone for a new call coming in. This is a constant source of confusion and frustration for assistants who monitor their managers' lines. A manager is speaking, puts a call on hold, then the EA, thinking a new call is coming in, picks that line up. The EA is confused, the manager is confused, and the client is very confused...huge pain. Maybe a ring for new calls coming in and a distinctly different beep for calls on hold would be a small but massively helpful feature. 

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