Second Incoming Call Ringing Out Loud on the Desk phone

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  • Idea
  • Updated 1 year ago
Account Type:  US
Business:  Finance/Lending

Description:  When the user is on a phone call on the desk phone, there should be an option to allow a 2nd incoming phone call to either beep in the users ear (which it does today) or ring audibly out loud on the desk phone.  

Use Case:  Customer service is top priority at the business and the CEO requires that all phone calls get answered within a couple of rings.  If someone is on a phone call and they get a 2nd incoming call, they must waive/flag someone else down to pick up their second line via presence.  This is not good because it is distracting to the user on the phone.  Ideally the 2nd incoming call would ring audibly on the desk phone, the person sitting next to them would hear the phone ringing, then could look at their presence on their desk phone and pick up the phone for the person it is ringing for.

In other phone systems, this is possible and the business relied on the audible ring to answer the phone.

Benefit:  MAJOR.  see above.

Users:  30+
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Josh Youngblood

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Posted 1 year ago

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Pamela Squires

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Have you considered using a call queue?  Phones of only the available reps would ring, not at all disturbing the reps already on a call.
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Josh Youngblood

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Yes we have call queues implemented when it makes sense, i.e. the call needs to route to various people in a department based on a selection from the auto-receptionist main menu (press 6 for accounting).

This feature request is needed when a call comes into someones extension or DID.  This could be an internal call or external call.  If those calls could ring audibly when the person is on the phone with another caller, then someone else in the office can be alerted to pick up their line.
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Chris Duquette, Champion

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being able to do it per user would be cool.
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Chris Duquette, Champion

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Does presence work that way? I'm not sure you can pick up a users secondary call but I could be wrong on that. I thought it would only show you if the user was already on the phone or not. So if the person is already on a call your screen should show "on the phone" or a lit light or some indicator, now what happens if you try to grab a second call to them, I'm not sure. My point being you wouldn't be able to distinguish which call you'd want to get, so someone who's got a test account can hopefully shed a little light on this. Where's Danno???   
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Josh Youngblood

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We tested this and it does work.  On a Polycom VVX411 the light for someone turns red when they are on the phone.  When a 2nd call comes in, the light changes to a green flashing light (same effect as if they were getting the 1st incoming call).  When the light is flashing green, you can pick up that person's call if you have the presence permission set for that user.  If the user presses the presence button when the light is flashing green when the 2nd incoming call comes in, then they pickup up the 2nd incoming call and the 1st call is still with the original user.
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Chris Duquette, Champion

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Sounds like it should work then, other than just having to be within a earshot of the ringing phone.