User Settings: Disable call waiting while on a call.

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Use a "Currently on another Call" greeting message while on another call or have the capability to disable Call waiting. An options that say, while i'm on another call us this greeting, or while i'm on a call go straight to voicemail.
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Wes

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Posted 6 years ago

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Ernest

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Do we have any options yet for this?
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Giovanni Rivera

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This is needed in our environment as well. I was just told by an agent that when a Call Queue is called, if one of the phones in that Call Queue is on the line with someone, it will not ring and give the employee an option to put their current call on hold and answer the incoming second call. Basically, there is no call waiting feature in Call Queues. Please enable this feature.
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Chris Zimmerman

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any update on this feature?  we too need call waiting for call queues. 
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Jacquelyn Nosan

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This reply was created from a merged topic originally titled send calls to Voicemail when I'm on the other line..

When I am on the phone I still get calls to come through and ring my phone. Can these inbound calls go directly to voicemail?
(Edited)
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Macktez Support

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[Note: there are two very different features being requested in this thread. One is to be able to turn call waiting OFF for individual users. The other is to turn call waiting ON for call queues.]

I'm a new RingCentral user, and am very surprised that there is no option to turn off call waiting in user settings. Furthermore, I have worked with provisioning twice now to turn off call waiting on my Cisco ATA device, only to have default settings reappear within 48 hours.

RingCentral does have an option for call queues to send new callers to voicemail if number of callers waiting exceeds (x). This tells me that the ability to turn off call waiting for individual users -- that is, send new callers to voicemail if number of callers waiting exceeds zero -- should be possible within RingCentral's programming.

For individuals who spend a good deal of time on the phone, call waiting can be very disruptive. Please give us this option.
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Kim, Alum

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If you want call waiting to be added to call queues, please LIKE this thread: 

Call Queue: requesting Call Waiting for queue members
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DYE

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We need this feature as well.  Call waiting is very disruptive when my employees are already on a call.  Disabling this feature was a basic function of our last phone carrier.
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Caroline

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While my boss is mid sentence on a call is not the time for another caller that she maybe doesn't want to talk to to mute her line. This is ridiculously annoying.
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Caroline

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My boss will be mid sentence and her phone is being muted by someone calling that she doesn't want to talk to. Not having control over this feature is really silly.
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Jeff Stucki

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Please enable the ability to disable call waiting. The call waiting beep mutes current conversation.
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Paul Lomax

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Any news on this?
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Saadet, Employee

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Hello Paul,

Currently we do not have an ETA on if/when this feature may be available.
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Caroline

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The only feedback that I got to disable call waiting on the cell phone. Not a useful answer because she's not going to do that. So, in answer to your question no I did not get a response.
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Pradeep Kumar

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This reply was created from a merged topic originally titled Can you route the busy calls directly to voice mail. It is irritating the phone k....

Can you route the busy calls directly to voice mail. It is irritating the phone keeps on ringing which we are talking to other. Also if you can mute the incoming call ringtone. We should have an option to choose "NONE" in ringtones.
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GEBRESELASSIE

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This reply was created from a merged topic originally titled How to disable call waiting feature.

Hello, So it is my understanding that one line can receive two calls simultaneously. However, I want the option to have only one line working at a time. So basically I want to disable the call waiting feature. So I'm just wondering if anyone could help with this. I was on a lengthy call with a customer support, they were able to redirect the second call to a voice mail, but the call still rings on my soft phone app while my line is busy with the first client. Instead I just want them to hear the busy signal and get disconnected.
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Jux, Employee

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This reply was created from a merged topic originally titled Internal caller gets busy tone if the line is already engaged.

Account type: RingCentral UK

Description : When an internal caller calls a user that is already engaged on a call, caller will get busy tone or directed to voicemail instantly.

Scenario : User 1 calling User 3 to ask about some inputs on the business. User 1 will no longer wait for User 3 to hang up on the current call as they will know that the user is already engaged on a call.

Benefit : Saves time as they would no longer wait for the current call to end.

Related case: 07707154
# of users : 42
# of Digital Lines : 40

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Matthew

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This reply was created from a merged topic originally titled Issue: Incoming calls still received when already on a call.

  1. Account type- UK - Premium Edition
  2. A brief description of the business- IT & Finance support for global security firm 
  3. A high level description of the product or feature being requested-
    We are seeing issues with RC users where they are getting calls still coming through to them when they are already on a call.

    The hunt / ring groups setup appear to work as expected as the notification of a new call and ringing doesn't occur with another hunt group call, but it does when they are direct dialed either by another RingCentral user internally or from an external caller.

    Issue appears to be similar to this- https://community.ringcentral.com/ringcentral/topics/call-hunt-group-users-should-be-automatically-m... 
  4. We would request for a user to be marked as busy if they are on a call regardless of where the new incoming call is being routed from.  The new call should then be auto-forwarded to voicemail or as per the auto-forwarding rules setup on the user's line, e.g. to another user or phone. This would allow people calling an RC user directly to be routed to the wider team to speak to someone where a forwarding to a ring-group was in place.
  5. People calling an RC users extension direct would get a response if the user is already on a call, rather than it ringing out on them or having to wait for the call to ring before routing to leave a message. More calls could be taken and shared across a team rather than voicemails being left on specific RC user's extensions.  
  6. Number of Users and/or Digital Lines - Mulitple contracts with combined 300-350 users total.


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Patricia Exley

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This reply was created from a merged topic originally titled Disable Call Waiting for specific users.

We need the ability to disable call waiting entirely for certain extensions.  Please provide this facility.
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Justin Vandeurzen

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This reply was created from a merged topic originally titled Incoming call when already on a call.

  1. Account type  U.S
  2. A brief description of the business - Software development company
  3. A high level description of the product or feature being requested - When a user in a group is currently on a call or in dnd and a second call rings into them, they get a pop notification and the phone rings into the headset. Can we get a feature to have the call skip that user if they are currently unavailable. Right now the only option we see is to disable the ringer all together.
  4. A typical use case scenario explaining how your business would use the feature - If a user is currently on the line with a customer we would like them to be able to focus on the customer they are working with. The notification is distracting and the ringing plays over the caller so our user has to ask the customer repeat themselves which looks unprofessional.
  5. Benefit of such feature - A better user experience for both the caller and the agent
  6. Number of Users and/or Digital Lines 50-100

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Russell Tudor

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We installed RingCentral a few weeks ago and also find the call waiting very disruptive. We are currently writing our own desktop app using the RingCentral API to overcome this issue with a few additional layers of sophistication.

We plan to route the second caller to a call group if it's an external number, however if the second call is an internal number then it will be routed to a "busy extension". If the user is on an internal call and an external number is received, it will give the user the option to handle the call using the call waiting feature or send it to a predefined call group for someone else to handle using one simple button.

We are not keen on voicemail in our office so we have not looked at forwarding to it, but I think it's likely to be straightforward as it's already built into the the RingCentral Phone app.

We've only just started playing with the API this week but it's looking promising, maybe we should sell it to RingCentral to adopt!
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Holly Burress

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How is this 'feature' not an option already? This thread is 6 years old and obviously an issue for quite a few users. We can't have a conversation on our softphone headset with the call-waiting beep constantly going off and muting our conversation when other calls come in. I know some people have used the call queue as a work-around, but we need calls to go to our voicemail if we are on another call, not to someone else in the office. 
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Holly Burress

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This reply was created from a merged topic originally titled Disable Call Waiting - direct to voicemail.

We absolutely need a feature to disable call waiting- so calls will go directly to voicemail while the user is on the other line. Currently while on a call, if a second call comes in, the phone will beep and mute our conversation so our customer on the phone is having to repeat themselves. It is extremely frustrating and distracting. This feature is a no-brainer. At the very least, we should be able to mute the call waiting so it only pops up on our computer instead of beeping in our ear while we are trying to hold a conversation. 

We use the plantronics headset with the softphone app on our computers and we don't use a call queue since everyone in our office has very distinct roles. We don't want to route the call anyone else, but rather, it should just go directly to the user's voicemail while they are on a call. 
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Russell Tudor

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For info we have built our app and it's currently going through final testing, it would be very simple to change it to route to voicemail rather than another call group.
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Jennie Stites

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This reply was created from a merged topic originally titled Silencing or putting an incoming call to voicemail that comes in while currently ....

When on a call, we need a way to silence another incoming call rather than just having it ring while we are busy with the current call. It is inconvenient and needs to be addressed as soon as possible. It makes it difficult to concentrate fully on what's currently being done, when you have another constant call that you cannot currently attend do bothering you.
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Matt Gregory

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BUMP
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Jake Castle

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This reply was created from a merged topic originally titled Send new callers to voicemail while Im on the phone.

There is no way to disable the "Beep" when a new call is coming in while Im on the phone. Its extremely distracting to the point where I have to ask my customer to stop talking until the other call goes to voicemail. This is unacceptable. One of two features needs to be implemented. Either there needs to be an option to send all new callers immediately to voicemail when extensions are busy, or there needs to be a way to disable the auditory notification that a new call is coming in. This question has been asked for THREE YEARS NOW and a change has not been implemented. Im not holding my breath.
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Therese Wade

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I spoke with one of your representatives who told me that it is impossible to disable the beep sound or the call waiting option on my phone.  I use the RingCentral service for scheduled calls with my hypnotherapy clients.  These calls often last over one hour and they involve me guiding my clients through hypnotherapy exercises.  They cannot be interrupted by loud call waiting beeps because this is jarring to my clients and brings them out of the hypnotic state.  To stop call waiting is such a simple request, yet I am told that your engineering department has been considering solving this problem (apparently for 3 years).  This is unacceptable as it is seriously interfering with my work and business.  Please solve this issue immediately!

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Russell Tudor

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Hi Therese, you could create a call group with only your phone in the group and move your phone number to this group (ie not associated with your actual extension). If you are called while on the phone you will not be disturbed and the call can be routed elsewhere or to voicemail.
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Therese Wade

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Hi Russell,  Do I need RingCentral support to create the call group or is this something my Cisco phone includes in the operating instructions?  Thank you!
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Russell Tudor

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Maybe we different account types, we have a RingCentral Office Premium Edition with about 60 users. Call groups can be created when you log into the admin portal, if you don't have this access try contact ringCentral for assistance.

For info I tried this idea on our system yesterday and it seemed to work, however you also need to create an additional call group to route the "overflow" calls elsewhere.
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Russell Tudor

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For info, we use the Yealink T46S desk phones, there is an option on the phone whereby you can switch off call waiting or just switch off the call waiting tone. I've tested and works fine if you only have one phone associated with the extension (ie no softphones), if you are logged into a softphone the second call will ring on that device. If the Yealink phone can do this I would have thought the Cisco would as well.