Using Presence to answer another RingCentral phone?

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kamille asked May 19, '15 chris-duquette4018 answered Jul 21, '17

Using Presence to answer another RingCentral phone?

I am a receptionist and I need to answer all calls, so when I am either at lunch, out of the office, or just in another office, i need to be able to have either someone else answer the phone or be able to answer a phone in case I don't get back to my desk in time. So Is there a way to answer a ringing phone from another ring central phone in the office?

presence

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Answer 1 · 2015-05-19T22:43:26Z

mike answered May 19, '15

Hi Kamille,

There are a number of ways you might handle this.
Some other related options:

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Answer 2 · 2015-05-20T14:22:58Z

Travis Ransom answered May 20, '15 Chuck Fuscone commented Jul 20, '17

RC service does not have a formal Call pickup option. We have struggled with this as well. The option that Mike has offered seems to be the best workaround. We have utilized this technique as well. It is a workaround, however, to not having a Call Pickup option.

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Chuck Fuscone commented · May 20, 2015 at 02:51 PM

Travis, Ring Central DOES have a call pickup but you need to have a supported phone.

If you have a Polycom IP335 you will not have that feature, but any of the VVX series, or the Cisco SPA series will provide this feature

Thank you

Chuck
Certified Ring Central Installer
chuckfuscone@gmail.com

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aobrien commented · Feb 06, 2016 at 06:07 PM

We have VVX310 phones. What is the code to dial so we can pick up a call ringing at another desk? Or how can we do this?

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kevin-barela1101 commented · Feb 09, 2016 at 04:10 PM

I dont know if this will work for you as well but...
The way i figured out how to do it is from the Admin (i'm not sure if this can be done through non-admin) Click the user, then Presence (if it is available) then there, click Permissions, and choose what lines can answer your phone. You would have to do this to each line. Once this is done, to pick up the ringing phone, press the line that is ringing and that will answer it.
Good Luck!!

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Chuck Fuscone commented · Jul 20, 2017 at 06:22 PM

Hi Sandi,

Must be a call flow setup that is not correct.

Sometimes calls come to a virtual extension and then it is hard to get to light up on the phone.

So has anyone worked on reviewing your call flow to trouble shoot the problem?

Let me know

Chuck Fuscone
Certified RC Installer
chuck@yoritguy.com

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aobrien commented · Feb 09, 2016 at 05:00 PM

This worked!! This is exactly what I was asking to do! We had a RingCentral support call and were told there wasn't a way to do this. Thank you so much!!!! This post needs to be pinned.

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Answer 3 · 2015-05-20T15:49:41Z

kamille answered May 20, '15 Chuck Fuscone commented Feb 28, '17

Thank You all for your responses! I do have a Polycom so I cant have the call pick up feature, but I will try Mikes suggestion to see how that works.
Thank You!

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Chuck Fuscone commented · May 20, 2015 at 03:53 PM

You could change out your phones and get the functionality you want.

Not sure how many phones but it is an option

Chuck
Certified Ring Central Installer

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Answer 4 · 2015-05-20T15:57:35Z

mike answered May 20, '15

Kamille, I believe Chuck is referring to the "Presence" feature which is only available on certain phones. This may also work for you. Click the link below to view the details.

Presence Frequently Asked Questions

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Answer 5 · 2016-03-02T19:43:34Z

b-mckool329 answered Mar 2, '16

We have the Presence feature on the Polycom VVX600 phones and once you select, and move over, the phone extensions you want to be able to answer in the "Presence" settings, under Permissions, it works great!

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Answer 6 · 2016-03-11T13:35:34Z

asad-siddiqui745 answered Mar 11, '16 kim commented Sep 14, '16

We have enabled presence and also have phones that support presence, so when a user can't answer a phone, somebody else can answer for them. Is it possible though that when a user is on an existing call already and somebody else dials their phone, that another user can answer that call?

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kim commented · Mar 11, 2016 at 02:11 PM

Asad - Yes, if permissions is setup for that user, then their 2nd line can be picked up by the person monitoring their presence. Permissions can be setup under Phones & Numbers > Presence > Permissions. Let me know if you have any questions setting this up.

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Answer 7 · 2016-03-18T06:54:38Z

jim-fulford answered Mar 18, '16 jim-fulford commented Jul 18, '17

I'm very frustrated. I've been on support tonight. I have two Polycom Phones a VVX-400 and a VVX-500. What I want to do is simple, I want to be able to pick up my wife's line, if she's not at her desk. I don't want her phone to RING on my phone, I just want to answer it.

Reading the above it looks to me like I can just setup Presence (which I have) and I could just click the soft button on my Polycom when it starts flashing. When I try to click the soft button, it flashes a green screen but does not let me pick up the phone.

We both have the option to "Enable me to pick up a monitored line on hold" and we both have Permissions set to "Users permitted to answer my calls". I cannot pick up her phone.

As a test, I also set the "Ring my phone when any user I'm monitoring gets a call" and it Rings my phone but I still can't pick it up.

Ring Central customer service said I'm not supposed to be able to pick it up unless they put it on hold. (which works) But it only notifies me that its ringing . What good is this?

Can someone please validate the following.
1. You can pickup another extension when it's ringing that's not ringing on your phone.

2, Is there anything I need to do besides setup presence?

Thanks for any help. This should be so simple

Jim Fulford

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kim commented · Mar 28, 2016 at 06:35 PM

Just to update this thread - Jim & I changed his phones bandwidth from Low to High and after a reboot, the issue was immediately solved.

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jim-fulford commented · Mar 29, 2016 at 01:34 AM

Kim, thanks for the help today. You were awesome. I did some testing tongiht and I can pick up my wife's line, but she cannot answer mine. So we're halfway home. Please reach out to me again when you get chance. Thanks again for the excellent support.

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Answer 8 · 2016-03-18T20:52:37Z

phil-koorsen162 answered Mar 18, '16

Hello Jim,

First; do all the phones have this problem or just yours (and/or Peggy's)? If it's everyone's click on this link to review the network requirements
https://community.ringcentral.com/ringcentral/topics/how-do-i-troubleshooting-call-quality-issues-qos .

If just yours (and/or Peggy's), remove the presence from both phones and save. Then set presence up and test. Remember to save the settings AFTER removing the presence (do all buttons using it).

If that doesn't work click on this Link to review the network options required for all the ports.

Phil

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Answer 9 · 2016-03-18T21:03:00Z

nathan-malone1532 answered Mar 18, '16 jim-fulford commented Apr 7, '16

Another thought is regarding the model of the phone. Do you have a VVX-400 or a VVX-410 phone? The VVX-400 is not a fully supported model that will need to be added to the system as an "Other Phone" and the presence feature will not be fully supported.

If the phone is a VVX-400 that is most likely what is causing the issue if it is isolated to instances when you try and answer a call through presence on the VVX-400 or from the VVX-400.

Nate Malone, Tier 2 Technical Support

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jim-fulford commented · Mar 26, 2016 at 04:57 AM

Nate, can you call me when you get chance, I just bought a VVX-500 and having the same issue, and when I call Support at Ring Central they keep telling me that I can only pick up after the call is placed on hold. Which does me no good at all.

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Answer 10 · 2016-03-19T17:22:19Z

jim-fulford answered Mar 19, '16

I do have a VVX-400, but its new so I can switch it out. I'm going to try to delete and re-add presence as suggested in another thread, and if that does not wok, I will buy a VVX 410 or VVX 500 to see if that fixes the issue. Thanks for the update and help

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