Idea

chris1234567891011121314151617181920 suggested Apr 9, '20 mary-rose commented Apr 10, '20

Call Queues NEED the ability to forward to an external number!

We NEED the ability to have our call queues forward to an external number. When an agent can't answer we need the call forwarded to an answering service. Most callers won't leave a VM so we are loosing business every time this happens. Every other VOIP service offers this feature, even the cheap guys with old software.

Hello Ring Central...Do you actually care about your customers? People have been asking for this feature for YEARS now.

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jd4004 commented Apr 9, '20

Make a new queue. Set it's hours to like 1:15AM to 1:30AM on Sunday. Set it's Afterhours rule to unconditionally forward and put in that external number. Then set your overflow queue to that new queue. Sometimes with RC you just have to think a bit outside the box.

Now what they really need is time-based overflow, instead of relying on all queue members to be busy before overflowing.

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chris1234567891011121314151617181920 commented Apr 9, '20

The call Queue overflow setting doesn't appear in the "call handling & member" section like the instructions say it should.

Also when no agents are able to pick up the phone because they are busy doing something else this overflow workaround wouldn't trigger. This is my most common need.

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Chuck Fuscone commented Apr 9, '20

In the senario you just described, make sure that when an agent cant pick up the phone because they are busy to set the DND (Do Not Disturb) That may help with the call flow.

check out this link on the Overflow to ensure it is enabled

https://support.ringcentral.com/s/article/10521-Call-Queues-Enabling-or-Disabling-Overflow-Call-Queues-RIngCentral?language=en_US

Chuck
Certified Ring central consultant
Chuck@Yoritguy.com

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chris1234567891011121314151617181920 commented Apr 10, '20

I followed those instructions but as I mentioned the overflow setting doesn't appear in the "call handling & member" section. There is no "more/ three dot" button to click on.

Can't we just have a call forwarding feature like EVERY other service provides? Why is this even an issue?

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mary-rose commented · Apr 10, 2020 at 03:03 PM

Hi Chris!

Can you please take a screenshot of your Call Handling & Members Settings?

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chris1234567891011121314151617181920 commented · Apr 10, 2020 at 03:06 PM

Write a comment

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mary-rose commented · Apr 10, 2020 at 03:14 PM

Thanks for showing this, Chris.

Please coordinate this issue with our Technical Support Team so that they can check why your online account doesn't have the Overflow Settings. You may open a ticket using the button below;

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