Call Queue: Second Line to ring when call in a call queue

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This conversation has been merged. Please reference the main conversation: Call Queues: Call Screening in Queues

I have a major issue with a client moving to RingCentral since the phones in a call queue are not able to answer more than 1 incoming call to the queue. The option to hold a call and answer a second, or even third, call would solve a huge gap between RC and the legacy phone system.
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Max

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Posted 4 years ago

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Mike, Official Rep

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Thanks for your post Max. 
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Claudio

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Max, in January when we start using RC, the sales department was having the same issue with the call queue.

The solution that we made was using Ring Groups instead. For now the sales guys are satisfied... since they can handle more than one call at the time.
(Edited)
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Chris Zimmerman

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Claudio, did you use shared line under RingGroup.  Not sure what you mean by Ring Groups.  we have a need for a user in the call queue to see a second call is coming in so they have the option to hang up with the first caller and answer the 2nd call.
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Mike, Official Rep

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Hi Chris,  Take a look at this page: http://success.ringcentral.com/articles/RC_Knowledge_Article/5-10-Editing-your-Extension-s-Business-...
Scroll down to the section titled "Forwarding to other user's phones, adding phone, and Ring Groups"
(Edited)
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Claudio (Customer)

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Chris, yes, that was exactly our sales team was demanding.
Having a Ring Group instead of Call Queue you can see a second call coming... so you can put on hold the first call or try to finalize as soon as possible to get the second incoming call.
I suggest to contact the person from RingCentral who was doing the implementation phase with your company.
(Edited)
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Chris Zimmerman

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thanks.  that helps.

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