Second Incoming Call Ringing Out Loud on the Desk phone

  • 1
  • 8
  • Idea
  • Updated 3 weeks ago
  • Implemented
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+
Photo of Josh Youngblood

Josh Youngblood

  • 638 Points 500 badge 2x thumb

Posted 3 years ago

  • 1
  • 8
Photo of Pamela Squires

Pamela Squires

  • 852 Points 500 badge 2x thumb
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.
Photo of Josh Youngblood

Josh Youngblood

  • 608 Points 500 badge 2x thumb
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.
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,376 Points 10k badge 2x thumb
being able to do it per user would be cool.
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,376 Points 10k badge 2x thumb
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???   
Photo of Josh Youngblood

Josh Youngblood

  • 638 Points 500 badge 2x thumb
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.
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,376 Points 10k badge 2x thumb
Sounds like it should work then, other than just having to be within a earshot of the ringing phone.
Photo of Len Rosen

Len Rosen

  • 368 Points 250 badge 2x thumb
You can use a custom config on an individual basis with polycom phones. Either ring or beep
Photo of Jasmine M

Jasmine M, Employee

  • 1,792 Points 1k badge 2x thumb
  1. Account type : Office Premium 2 - 99 lines 
  2. A brief description of the business: wealth management
  3. A high level description of the product or feature being requested: for an audible ring to occur when additional call comes into a phone already in use
  4. A typical use case scenario explaining how your business would use the feature: customer would be on the ip phone talking to someone. 2nd call comes in, phone rings again with the ringtone, as if it was the initial call coming in. 
  5. Benefit of such feature: ease of use as customer isn't always looking at their phones/screens when a call comes in. 
  6. Number of Users and/or Digital Lines: 13 extensions/6 digital lines
  7. case number: 08332963

Photo of Office Line

Office Line

  • 74 Points
This feature is needed asap please.
Photo of Ray Gustin

Ray Gustin

  • 174 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Feature Request - Allow second line appearance to ring even when on a call.

I have 2 lines on my phone.  When I am on a call on line 1, I would like my phone to actually ring if a second call hit my other line.  Currently all I hear is 1 beep in the handset/earpiece.  We current use the Polycom VVX 4/5 series phones. 
I would like this feature as well.
FYI. I was able to get this working, where the 2nd incoming call will ring on the physical phone, if anyone is interested. We're using Polycom VVX 411 and 450.
Photo of Len Rosen

Len Rosen

  • 368 Points 250 badge 2x thumb
If you use any phone model above 411 you will get horrible static when 2nd call rings in . Both polycom and RC are aware and have no fix
Photo of Albert Morel

Albert Morel

  • 92 Points 75 badge 2x thumb
How did you get this to work? We’re working with 601’s
You will need to contact support for the admin password to your phone (which voids the warranty). Enter the Web Config by entering the phone's IP address, export the config, enter the following tag in the config. Then import the config back in.

call.callWaiting.ring="ring"

I only know that this works on the units that I have VVX411 and VVX450.
Photo of Len Rosen

Len Rosen

  • 368 Points 250 badge 2x thumb
Ringcentral support needs to add a patch to your system . You need to get in contact with a higher level of support to get this done. Will work in all models of polycom only