Idea

brian-sherman28 suggested Oct 14, '16 it-admin10282 commented Jun 22, '20

Allow for simultaneous ringing in Queue Overflow

Currently call queue members in an overflow queue can only have calls delivered on a rotating or fixed order. Please enhance this feature to allow for simultaneous call delivery for the overflow queue.

topic-default

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brian-sherman28 commented Oct 14, '16

I may have misworded this - Currently call queue members in a source queue must have calls delivered on a rotating or fixed order for calls to be delivered to an overflow queue. Please enhance this feature to allow for simultaneous call delivery for the source and overflow queue.

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willis commented · Jan 25, 2018 at 02:15 PM

Has there been any traction on this? I have a small call center and when they are all occupied, I need to send calls to our answering service. Seems like this would be a feature already in place. I wonder why its not implemented yet.

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willis commented · Jan 25, 2018 at 08:45 PM

This sounds simple, but I run 24 hours with 3 shifts. Only 2 people are in the queue at any time. The fixed option might work, and Ill try, but as I have it now. phones for all users in the office are ringing at the same time. I also need to make sure that missed calls get forwarded as well.

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cheryl-hicks commented · Aug 30, 2019 at 12:31 AM

Sad to see this has been requested so long ago and still not resolved. Our company has 3 offices with 3 main phone numbers. The calls come in and ring simultaneously for whichever office the customer is trying to reach allowing anyone in that office to answer the phone. If no one is available the calls roll to the 2 other offices to have a live person answer and handle the call. The simultaneous rings let anyone available grab the call. We are doing so much more than just answering calls so this works for us. With the Queue only allowing rotating or sequential handling to roll to the overflow queues (2 other offices) it doesn't work. We are using ring groups now set up on additional extensions to handle the flow this way (basically hunt groups) and it works but you cannot see who picks up an inbound call thru presence on the physical phone or RingCentral phone app. This is because the extension that is set up with the ring groups is the one that picks up the inbound call. You can see that extension picks it up but not the actual user. If the option for simultaneous rings is added as an option to the Queue set up when you have overflow queues set up it would resolve the issue. I know our company's set up is not unique. Basically, I need the ability to have a customer ring into one of our main numbers and ring to all phones in that office simultaneously, fail over to both of the other locations if no one is available and still see the ACTUAL user who picks up the call on the HUD.

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john-patterson commented · Jul 16, 2020 at 01:59 PM

To answer RC-Installer's question--

Let us know how Rotating would not work compared to simultaneous ring? The rotating will distribute the calls evenly and if someone does not want to pick it up just hit ignore and it goes to the next caller. The same way that person would not answer the phone.

Simultaneous ring works better than rotating for several reasons, like if a person has to step away from their phone to deal with an in-person customer, the caller doesn't have to sit through the ring-through period for each extension that doesn't have someone babysitting it. This is how phones used to work before the VoIP revolution, you might recall.

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it-admin10282 commented · Jul 16, 2020 at 02:06 PM

^ this! Sim ring was huge loss for us..but we found a fix.... moving vendors.

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voice-pad4130 commented Jan 13, '17

This reply was created from a merged topic originally titled Can you please turn on the ability to use "simultaneous" call handling for the "O.... U.S. for a Real Estate Team: Simple fix - Turn on the ability to use "Simultaneous" Call Handling for the "Overflow" Queues if it is easy. That way if all users are unavailable I can call another group simultaneously to make sure it is quickly handled.

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dye4627 commented Mar 7, '17

Please, we need this feature! This is a major problem for us with RingCentral. It was a basic function of our prior phone carrier.

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marci-struble6821 commented Aug 23, '17

I have the same issues. What we were trying to create was the IVR being set to a call center, and if those 2 people could not pick up, then by ring 3 it would go to the next group of customer service. However, if you work around with the "overflow" it follows the rules of the IVR created for the call center group which forces you to do rotating or call order, not simultaneously. This really needs to be addressed so companies can give great customer service. the goal of our call center is to NOT have a phone ring at our front desk, so that those people would be able to assist patients in front of them so they could give one on one service w.out the phones ringing all the time. PLEASE HELP

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marciano-garza7558 commented Nov 7, '17

Agreed this is a major detraction to how calls are handled.

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alberto-rodrigues commented Nov 7, '17

Hi all,
I have got round this by doing the following:
I created a group (ext 1) with ALL the users in the call queue members
Then, I created a Paid user with the main number (and another for our Service desk number)
In Call Handling, I forwarded calls to individual extensions for 20 Seconds
In Messages and notifications, Connect directly to Group, then used the Group that I created (Ext 1)

This will now overflow to the group members if no-one answers after 20 seconds. (You can make this less)

Hope this helps, I have battled for a long time to get it right.

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michael-harrison304 commented · Nov 07, 2017 at 07:31 PM

Alberto,

Thanks for the tip!

Curious though.. We tried something similar but found that when the phone switched from Group 1 to Group 2 there was a slight gap (1 to 2 seconds) when the phones would disconnect and ring again. If you happened to pick up during the gap you'd get dial tone. If you had any mobile users their phones would ring twice.

Not that big a deal 3 out of 4 times but ended up having to abandon this solutions as it would cause confusion with users picking up during that gap. Have you seen anything similar or has this gotten better?

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alberto-rodrigues commented · Nov 07, 2017 at 07:36 PM

HI Michael,
I have not come across that (I will ask some staff members in the morning)
We tend not to use the mobile app, as is makes too much noise in the office when mobiles start ringing too. I will run some tests and see about that gap that you are mentioning. The users were much happier when I changed to this solution though.

Cheers,

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michael-harrison304 commented · Nov 07, 2017 at 07:44 PM

Alberto,

If they fixed that issue then I've got some changes to make to our phone system and multiple clients. Agreed about the preference to overflow ringing. It's way better with something like you've set up.

We currently have something similar set up with Call Queues and Overflow which is more seamless but less useful since if you're on the phone you don't get new calls. Not ideal for someone that's supposed to answer incoming calls.

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matt-fleming8929 commented Feb 16, '18

I need calls answered as quickly as possible for this specific queue. Time literally is money for this queue and we are missing out on A LOT OF MONEY because calls aren't being answered quickly enough. Simultaneous ring would help solve this very simply but because I also need an overflow to ensure calls are not missed, I am unable to set to simultaneous.

Please address this as its been sitting for nearly a year and a half now without your product teams handling it.

This may not be simple to configure because of how you've setup the logic, but its basic functionality for any AVAYA or Cisco system. If your logic for routing calls doesn't facilitate that, frankly, that shouldn't be our problem. Fix it. We've waited long enough.

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matt-fleming8929 commented Feb 16, '18

For the benefit of other RC admins in the same boat, here's a post about using a ring group. It's right up the same ally as Alberto Rodriguez (above) from another thread but as has been pointed out both above and in the accompanying excerpt there are some limitations and quirks to using Ring Groups instead of call queues:

You could use a Ring Group inside of an extension, but this functions a little differently. In a Ring Group, you cannot have the customer hold for more than 75 seconds before rolling to the next group and then again for another 75 before going to voicemail. Every time one of the users is on a call and another call comes into the group, the user will hear a call waiting for tone beep in their ear letting them know there is another incoming call. You cannot play interrupting audio during the hold time.
You will have to create some advanced rules to get this to work in a Ring Group

https://community.ringcentral.com/ringcentral/topics/simultaneous-ringing-for-call-queue-overflow

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super-admin12345678910111213141516 commented · Mar 10, 2020 at 02:48 PM

An issue with this resolution is twofold. This will throw off reporting for individual users within the "queue", really user group, and additionally will break the functionality of any BusyLight systems employed.

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amer8939 commented Feb 16, '18

We have 2 call groups for each state (e.g., CA1 and CA2). In each group, we have added the required agents DID number as well as their mobile number (since the available RingCentral functionality will not ring desk handsets and mobile app based on the ringing strategy we have).

When a sales call is transferred to the first group (e.g. CA1), the ring strategy will simultaneously ring all agents in the first group (desk handsets and mobile phones). After 6 rings, if no agent is available in the first group, the call is transferred to the second group (e.g. CA2) and simultaneously ring all agents in that group (desk handsets and mobile phones). Unfortunately this method does not ring the agents mobile app when a desk phone is not available.

We were advised by Ring Central team to use call queues instead of call groups so that the agents can receive calls from the queue on their mobile app, but unfortunately the much needed feature to simultaneously ring all members in the queue with overflow is not present. We would like to request that this feature be considered and prioritized for development as soon as possible.

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matt-fleming8929 commented · Feb 16, 2018 at 11:36 PM

Even if simultaneous ringing were to be possible, Ring Central also doesn't have a way to direct calls to an overflow queue based on the number of rings. If you have two agents in a group who are away from their desk and don't turn off "Accept queue calls" in their softphone (or app), calls that hit that queue will just bounce back and forth and will never reach the overflow queue because as far as RC knows, those agents are still "available."

That obviously deserves its own thread as its a different feature. If you find one that has gotten traction, let me know. I haven't had a chance to find one yet.

It's just frustrating that these basic call handling features are not present in Ring Central's system when they are a part of any basic Cisco or Avaya phone system.

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matt-fleming8929 commented Feb 16, '18

Don't forget to vote for this topic in the top right-hand corner (the orange button with the heart). That's the biggest indicator to product managers that this needs to be addressed.