question

Hi Kevin,   I can't really say that there is a solution or different work-around. Since this type of use of virtual extensions provides most of the same functionality as a full DL  this is the reason our management team made the decision for the change.   You may want to discuss this in more detail with your account manager instead of a support agent. 

Mike

Why is it that I can receive all calls to main number (as administrator) on my smartphone app but another user can't (which I made them a Super Admin after you guys implemented roles)? Should I point the main number to their extension as opposed to the virtual extension or would that start a whole new set of problems? I keep thinking there's got to be a better way to do this. It seems ridiculous to pay for another digital line when it's only used by a licensed user (from another extension) to receive calls on their smartphone. I completely understand RingCentral's rationale for charging unlicensed users but I need a method for answering main line calls via the Smartphone app.

Hello Kevin, could you provide me an example of what needs to happen so I can assist you with suggesting the best set up for your calls? Thanks! :)

Hi Saadet, we would like to have the ability for all office extensions to answer the main line (with the ability to place the call on hold and another extension pick up the call), and we would like to be able to answer main line calls from the smartphone app. As it stands, I'm the only one who can receive inbound calls by logging into my extension. I currently have all main line calls forwarded to a virtual extension and I have another user login to that extension from their smartphone app so they can receive calls on that main line. Effective this month I'm being charged for that virtual extension as if it's another user. Is there a better way? Long ago I was told that the smartphone app can't receive calls unless they are direct to that extension that they are logging into.

Hello Kevin,

Based on what you said I would suggest using a Call Queue.  What you can do is either point your main number to the queue via an Advanced Rule under auto-receptionist OR you can attach that number to the call queue as a Direct Number. 

Once your queue is set up and the number is pointed there, each member of the call queue will receive calls to their extension - that includes any device attached to it, desktop app, and the mobile app (as long as they are signed in). 

I'm not sure if things have changed but if you use a Call Queue can you still place a call on hold and another extension pickup the call if needed, or the same extension that put it on hold can they answer another call?

So Presence doesn't work if the call originates in a Call Queue because on the back end the system will not know where to truly send that call. Now, your agents can still transfer calls to other extensions if need be, that's not a problem.

Currently Call Queue members cannot receive more than one phone call at a time. So for your example they would not be able to take a call, put it on hold, and then pick up another call. Though there are some limitations to the Call Queue, I think it will satisfy most of your needs :) Especially since a Call Queue will allow the call to reach multiple users at the same time and their mobile apps.

I think that's a major problem not being able to grab a 2nd call while on the first call. Why is it one user (myself) can get inbound calls on the smartphone app but no one else can? My extension has a number separate from the main number so I would think that another user could do the same given the same permissions. Also, I'm paying for 4 lines + 1 mobile user (since change of policy) but I only have 3 real users, surely I should be able to swing having one user login to a virtual extension for the sake of receiving calls on the smartphone app. There's got to be a way of working this without paying for another line AND maintain the ability to answer multiple calls at one desk.