Call Queue: additional forwarding rules

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In response to Michael Valdes on Facebook: http://www.facebook.com/706585745/pos...

Under "Call Queues"/"Call handling"/"Member availability and hold times", can you please add the ability to forward the call to a programmed phone # if there are too many calls holding, or the call is not answered in the allowed time, instead of just sending to vmail? We really need the ability to have the call sent to our backup answering service if the team cannot answer the call. Sending the call to vmail doesn't work as the caller will never leave a vmail in our line of work. Been asking for this for years now with no response. We are unable to use the call queue until this is set up.
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HootSuite App

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Posted 3 years ago

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Joseph

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Agreed! This would be a huge help for us as well!
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Danno, Champion

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We came up with a work around until RC provides your feature.  Hard to provide exact details on this forum; but basically created a non-call group ext, pointed CS# to ext, recording greeting "connecting message", set MOH under "Audio while connecting", under Call handling have it ringing 6 sets for 60 seconds, then on 61st sec call goes to second ext which is unconditionally forwarded to answering service. 
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Joseph

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I was thinking of something exactly like this...good stuff!
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VanDutch

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This is a smart idea, but only works if you don't mind having all your grouped phone ring at the same time or in a fixed order.  Can't do this if calls need to be handled in a rotating order like you can in a call queue.
Ring Central really needs to provide call forwarding for queues after a certain amount of time.
This reply was created from a merged topic originally titled user extension to call queue.

from user extension, please allow any other number. including numbers on the account, to be forwarded too.
(Edited)
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Mugica

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This reply was created from a merged topic originally titled Forward to Extension or External Number from Queue.

The ability to be able to edit the call handling to be able to FORWARD the call from a queue to another location instead of transfer the call to voicemail. 

Currently, the only option is to add an extension to the queue but I require a rotating queue and only be forwarded when the current queue members are not able to answer the phone before the time limit is met. 

Could this be added please? 
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JnPerri

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This is insane, RC is the only business VOIP service where you cant do this.  I have a sales call queue where every lead must be answered and to not wait on hold for hours for a sales rep.  I want to forward to an external extension if no one picks up.  I cant believe how much business RC is losing by not having this feature, its crazy.  Basically RC assumes every one of their clients just want to put their sales leads on hold for hours until a rep is available.  You currently cannot even forward to an answering service when all reps are busy. 
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VanDutch

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You are quite correct.  RC needs to implement this feature ASAP.  It is a basic function that I have seen in many other telephone systems.  We need this RC!
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Willis

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I am having the exact issue now and it still has not been implemented. I cannot understand why RC would skip this.
(Edited)
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Juan F.

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Exactly!!! until now 2 years and counting........RC just implement the that they want not the that the Final Customer need.

I don't understand for what this kind of community, we need more respect like customers.
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Flotech

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Is there any update on this? Is there any chance that this option will be added. I have a call queue setup and I don't want unanswered calls going to v/m. I have a 24/7 answering service in place to handle this but no way to make the overflow calls go to the answering service. Please help.
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Flotech

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I am asking a customer service rep about this call queue overflow  and this is what I was told. So what is the overflow queue for again. Why can't we just have a queue forward to an extention or direct number? How hard can it be to add this? 

Rep - 
ok, unfortunately, the only way to transfer a call from one queue to another is if the call is answered, and then transferred by the user. Once the call enters the queue, if it is not answered, the only option is to cycle it through the queue again, or send it to voicemail, or disconnect
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Mike, Official Rep

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Hi Mike, 

The rep informed you correctly.  I can understand why you and others want this feature.  Everyone please keep commenting and voting if you'd like to see this added to the Advanced Rules capabilities. 

Mike 
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JnPerri

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We need the option as Mike described. There must be a way to forward to an external extension if all call queue users are busy
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Mike, Official Rep

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JnPerri   and everyone else in this thread....

Unfortunately once a call is routed into a Call Queue it can't be forwarded to another extension. 

There is one possible work around that may work for companies that don't have a large number of members in the queue.   Instead of routing the calls into a Queue, you can create a user extension and then using the Call Handling and Forwarding Rules to set up a RingGroup.  This gives you a little more control and additional options for call handling.  

The one drawback is that a RingGroup has allows a maximum of 10 members in the group.  

This article shows how to set it up if you are interested. Customizing the Business Hours Call Handling and Call Forwarding of a User
(Edited)
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Jeffrey Bowles

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From my understanding this also breaks the mobile app. We just tried to set it up and the desktop and desk phone apps ring but not the mobile app. Very frustrating.
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VanDutch

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This is a feature that is greatly needed.  My company needs to be able to forward to an number outside the company if the call sits in the queue for a certain amount of time.  I have programmed a dummy extension with the number to forward to, but since I cannot send a call out of a call queue I can't complete what I need to happen.  Going to voicemail or disconnecting is really limited as well as the advanced call handling rules. 
I think this is a feature that should be implemented as soon as possible.
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JnPerri

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Exactly, where is this feature, RingCentral?  I'm not excited about switching providers because of this feature omission.  
(Edited)
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Willis

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I am not at all interested in moving the entire call center to a new call handler app, but without this feature, which almost everyone else has, I may have to. This is ridiculous.
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Mundy

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There is one workaround that we are using that seems to work.

1) Set up a call queue with all the members that you require
2) Ensure the settings on the members do no forward to any overflow service or to voicemail.
3) Set the member's ring time to between 20-75 *ensure everyone's is the same*
4) Add a final user that we call a ghost user to the group this user set to the same or a tiny bit shorter ring time on the first ring option then add your overflow number to the second ring option. 

It is important that this user is never set to DND or it will just go straight to overflow. 

RingCentral for this one feature alone I am shopping around so please take this a high risk of churn feature request. It is not acceptable that we are using a workaround like this for such as simple feature.
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Nicola Picard

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problem with that solution is when you have 80 phone and 10 queue ,, you have to buy an extra 10 line for this workaround
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GEORGE MKRTCHYAN

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I don't think it matters if it's a Call Queue, Call Group or even a regular extension...you can't have more than 10 "forwarding" phones, period. I just verified this by trying to add more than 10 Users with phones on each type.

Another drawback to using RingCentral. This is getting very frustrating.
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Saadet - Community Support, Official Rep

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Hey George,

Often times support can increase this the limit for Call Queues. Simply open up a case.
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GEORGE MKRTCHYAN

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Actually they can't, I had a 45 minute conversation with a supervisor. The only time that you can is if the extension is a Call Queue and you don't utilize Simultaneous call handling. And this is a "new feature" available to certain accounts that are on the appropriate "update pipeline" (quoted text are the supervisor's words not mine").
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GEORGE MKRTCHYAN

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I've been brainstorming about this, and I haven't had the opportunity to test this as my customer who needs this functionality is in a live environment and does not want to touch the system until absolutely necessary.

Can anyone try to nest phones within a couple extensions and assign those extensions to the call queue and see if that works?

Here's my thought in more detail: Let's say you have 12 phones that you need to put in a call queue and all 12 must ring simultaneously. Create 2 new extensions, assign 6 phones to each extension and set them to ring simultaneously. Now assign those 2 new extensions to the call queue and have them ring simultaneously.

If anyone has the capability to test this, we would all appreciate it if you could share your results with us.