http://m.getsatisfaction.com/topics/7333712 Allow for simultaneous ringing in Queue Overflow 2018-09-17T15:23:49Z 2016-10-14T13:37:22Z 7333712 http://m.getsatisfaction.com/topics/7333712 7333712 Allow for simultaneous ringing in Queue Overflow 2018-09-17T15:23:49Z 2016-10-14T13:37:22Z Brian Sherman http://m.getsatisfaction.com/people/7643081 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10869919/BrianShermanRCCABHeadshot_medium.jpg basherman Currently call queue members in an overflow queue can only have calls delivered on a rotating or fixed order. &nbsp;Please enhance this feature to allow for simultaneous call delivery for the overflow queue. idea 27 29 71 comment http://m.getsatisfaction.com/topics/7333712/replies/17921033 http://m.getsatisfaction.com/topics/7333712 17921033 Brian Sherman responded to "Allow for simultaneous ringing in Queue Overflow" 2016-10-14T13:40:57Z 2016-10-14T13:40:57Z Brian Sherman http://m.getsatisfaction.com/people/7643081 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10869919/BrianShermanRCCABHeadshot_medium.jpg basherman I may have misworded this -&nbsp;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. &nbsp;Please enhance this feature to allow for simultaneous call delivery for the source and overflow queue. 3 http://m.getsatisfaction.com/topics/7333712/replies/18055653 http://m.getsatisfaction.com/topics/7333712/replies/17921033 18055653 Claudio (Customer) responded to "Allow for simultaneous ringing in Queue Overflow" 2016-12-06T06:27:41Z 2016-12-06T06:27:41Z Claudio (Customer) http://m.getsatisfaction.com/people/7330790 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10625834/pajarracoanimado_medium.gif claudio_villagra Hello, Im looking for an overflow queue, how you created that overflow ? 0 http://m.getsatisfaction.com/topics/7333712/replies/18299187 http://m.getsatisfaction.com/topics/7333712 18299187 Voice PAD responded to "Allow for simultaneous ringing in Queue Overflow" 2017-01-13T03:43:06Z 2017-01-13T03:43:06Z Voice PAD http://m.getsatisfaction.com/people/8890416 https://www.gravatar.com/avatar/9fea541a37e6c9f6ac15dc91f02b994b?d=identicon&s=55&r=PG voice_pad <em>This reply was created from a merged topic originally titled <a class="notranslate" href="https://community.ringcentral.com/ringcentral/topics/can-you-please-turn-on-the-ability-to-use-simultaneous-call-handling-for-the-overflow-call-queues" rel="nofollow" target="_blank">Can you please turn on the ability to use "simultaneous" call handling for the "O...</a>.</em><br /><br /> 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. 2 http://m.getsatisfaction.com/topics/7333712/replies/18479571 http://m.getsatisfaction.com/topics/7333712 18479571 DYE responded to "Allow for simultaneous ringing in Queue Overflow" 2017-03-07T21:58:17Z 2017-03-07T21:58:17Z DYE http://m.getsatisfaction.com/people/8854705 https://www.gravatar.com/avatar/d5be4a6527281c8be31531448d59757e?d=identicon&s=55&r=PG dye_hnsi94itkudam Please, we need this feature! &nbsp;This is a major problem for us with RingCentral. &nbsp;It was a basic function of our prior phone carrier. 4 http://m.getsatisfaction.com/topics/7333712/replies/18897893 http://m.getsatisfaction.com/topics/7333712 18897893 Marci Struble responded to "Allow for simultaneous ringing in Queue Overflow" 2017-08-23T20:03:59Z 2017-08-23T20:03:59Z Marci Struble http://m.getsatisfaction.com/people/9253857 https://www.gravatar.com/avatar/e48ae028e2fe7c87841347a759207037?d=identicon&s=55&r=PG marci_struble 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 2 http://m.getsatisfaction.com/topics/7333712/replies/19080348 http://m.getsatisfaction.com/topics/7333712 19080348 Marciano Garza responded to "Allow for simultaneous ringing in Queue Overflow" 2017-11-07T17:45:50Z 2017-11-07T17:45:50Z Marciano Garza http://m.getsatisfaction.com/people/9355499 https://www.gravatar.com/avatar/5151ce9c1ccee4c513d1c2213283711c?d=identicon&s=55&r=PG marciano_garza Agreed this is a major detraction to how calls are handled. 2 http://m.getsatisfaction.com/topics/7333712/replies/19080603 http://m.getsatisfaction.com/topics/7333712 19080603 Alberto Rodrigues responded to "Allow for simultaneous ringing in Queue Overflow" 2017-11-07T19:22:48Z 2017-11-07T19:22:48Z Alberto Rodrigues http://m.getsatisfaction.com/people/7267606 https://www.gravatar.com/avatar/9ca3a87ae4e25a099c46265a48a9ede9?d=identicon&s=55&r=PG alberto_rodrigues Hi all,<br />I have got round this by doing the following:<br />I created a group (ext 1) with ALL the users in the call queue members<br />Then, I created a Paid user with the main number (and another for our Service desk number)<br />In Call Handling, I forwarded calls to individual extensions for 20 Seconds<br />In Messages and notifications, Connect directly to Group, then used the Group that I created (Ext 1)<br /><br />This will now overflow to the group members if no-one answers after 20 seconds. (You can make this less)<br /><br />Hope this helps, I have battled for a long time to get it right. 0 http://m.getsatisfaction.com/topics/7333712/replies/19080623 http://m.getsatisfaction.com/topics/7333712/replies/19080603 19080623 Michael Harrison responded to "Allow for simultaneous ringing in Queue Overflow" 2017-11-07T19:31:56Z 2017-11-07T19:31:56Z Michael Harrison http://m.getsatisfaction.com/people/7866789 https://www.gravatar.com/avatar/994c67f54f3ecca3da31c665ec8f060c?d=identicon&s=55&r=PG michael_harrison_7560190 Alberto,<br /><br />Thanks for the tip!<br /><br />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.<br /><br />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? 0 http://m.getsatisfaction.com/topics/7333712/replies/19080640 http://m.getsatisfaction.com/topics/7333712/replies/19080603 19080640 Alberto Rodrigues responded to "Allow for simultaneous ringing in Queue Overflow" 2017-11-07T19:36:59Z 2017-11-07T19:36:59Z Alberto Rodrigues http://m.getsatisfaction.com/people/7267606 https://www.gravatar.com/avatar/9ca3a87ae4e25a099c46265a48a9ede9?d=identicon&s=55&r=PG alberto_rodrigues HI Michael,<br />I have not come across that (I will ask some staff members in the morning)<br />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.<br /><br />Cheers, 0 http://m.getsatisfaction.com/topics/7333712/replies/19080659 http://m.getsatisfaction.com/topics/7333712/replies/19080603 19080659 Michael Harrison responded to "Allow for simultaneous ringing in Queue Overflow" 2017-11-07T19:44:14Z 2017-11-07T19:44:14Z Michael Harrison http://m.getsatisfaction.com/people/7866789 https://www.gravatar.com/avatar/994c67f54f3ecca3da31c665ec8f060c?d=identicon&s=55&r=PG michael_harrison_7560190 Alberto,<br /><br />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.<br /><br />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. 0 http://m.getsatisfaction.com/topics/7333712/replies/19269210 http://m.getsatisfaction.com/topics/7333712/replies/17921033 19269210 Willis responded to "Allow for simultaneous ringing in Queue Overflow" 2018-01-25T14:15:38Z 2018-01-25T14:15:38Z Willis http://m.getsatisfaction.com/people/9502469 https://www.gravatar.com/avatar/97341c9b0d5e405f70ae979c4a795c03?d=identicon&s=55&r=PG willis_qo34pnudez65 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. 1 http://m.getsatisfaction.com/topics/7333712/replies/19269255 http://m.getsatisfaction.com/topics/7333712/replies/17921033 19269255 Saadet - Community Support responded to "Allow for simultaneous ringing in Queue Overflow" 2018-01-25T14:30:37Z 2018-01-25T14:30:37Z Saadet - Community Support http://m.getsatisfaction.com/people/8940459 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11077132/Picture_medium.png saadet_swift Sorry, Willis. I haven't heard anything from our Product Team on this feature. 0 http://m.getsatisfaction.com/topics/7333712/replies/19269322 http://m.getsatisfaction.com/topics/7333712/replies/17921033 19269322 RC-Installer responded to "Allow for simultaneous ringing in Queue Overflow" 2018-01-25T14:53:13Z 2018-01-25T14:53:13Z RC-Installer http://m.getsatisfaction.com/people/6139187 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10442542/IMG_20140804_101542_513_medium.jpg chuck_fuscone Hi Willis, Not sure why so many customers use simultaneous ring.&nbsp; there are limitations as you could see and if you adjusted your call flow a bit to rotating or fixed order, then you could leverage the overflow call queue.<br /><br />If I am understanding right, you want the answering service to get the call if all of your people are busy.&nbsp; Simple to do with fixed order put the answering service extension at the end of the list and it will work.<br /><br />I just think there could be a better way.<br /><br />Let us know how Rotating would not work compared to simultaneous ring?&nbsp; 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.&nbsp; The same way that person would not answer the phone.<br /><br />You could leverage DND also and your phone will only ring when you want it to.<br /><br />Chuck<br />Certified Ring Central Consultant<br /><a href="mailto:Chuck@yoritguy.com" rel="nofollow">Chuck@yoritguy.com</a> 0 http://m.getsatisfaction.com/topics/7333712/replies/19270464 http://m.getsatisfaction.com/topics/7333712/replies/17921033 19270464 Willis responded to "Allow for simultaneous ringing in Queue Overflow" 2018-01-25T20:45:17Z 2018-01-25T20:45:17Z Willis http://m.getsatisfaction.com/people/9502469 https://www.gravatar.com/avatar/97341c9b0d5e405f70ae979c4a795c03?d=identicon&s=55&r=PG willis_qo34pnudez65 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. 1 http://m.getsatisfaction.com/topics/7333712/replies/19327974 http://m.getsatisfaction.com/topics/7333712 19327974 Matt Fleming responded to "Allow for simultaneous ringing in Queue Overflow" 2018-02-16T16:25:50Z 2018-02-16T16:25:50Z Matt Fleming http://m.getsatisfaction.com/people/9540357 https://www.gravatar.com/avatar/1017699cf16ceb26877709532baf89a1?d=identicon&s=55&r=PG matt_fleming_27c4k124en4ib 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.&nbsp;<br /><br />Please address this as its been sitting for <b>nearly a year and a half</b> now without your product teams handling it.<br /><br />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. 1 http://m.getsatisfaction.com/topics/7333712/replies/19328018 http://m.getsatisfaction.com/topics/7333712 19328018 Matt Fleming responded to "Allow for simultaneous ringing in Queue Overflow" 2018-02-16T16:37:33Z 2018-02-16T16:37:33Z Matt Fleming http://m.getsatisfaction.com/people/9540357 https://www.gravatar.com/avatar/1017699cf16ceb26877709532baf89a1?d=identicon&s=55&r=PG matt_fleming_27c4k124en4ib 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&nbsp;there are some limitations and quirks to using Ring Groups instead of call queues:&nbsp;<br /><blockquote><br />You could use a Ring Group inside of an extension, but this functions a little&nbsp;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&nbsp;ear letting them know there is another incoming call. You cannot play interrupting audio during the hold time.<br />You will have to create some advanced rules to get this to work in a Ring Group</blockquote><a href="https://community.ringcentral.com/ringcentral/topics/simultaneous-ringing-for-call-queue-overflow" rel="nofollow" target="_blank" title="Link https//communityringcentralcom/ringcentral/topics/simultaneous-ringing-for-call-queue-overflow"><i>https://community.ringcentral.com/ringcentral/topics/simultaneous-ringing-for-call-queue-overflow</i></a> 0 http://m.getsatisfaction.com/topics/7333712/replies/19329316 http://m.getsatisfaction.com/topics/7333712 19329316 amer responded to "Allow for simultaneous ringing in Queue Overflow" 2018-02-16T23:22:08Z 2018-02-16T23:22:08Z amer http://m.getsatisfaction.com/people/9541013 https://www.gravatar.com/avatar/273be783e58036d83cb069921c6fe322?d=identicon&s=55&r=PG amer_amerudin <p>We have 2 call groups for each state (e.g., CA1 and CA2).&nbsp; 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).&nbsp;</p> <p>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).&nbsp; 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 agent’s mobile app when a desk phone is not available.&nbsp;&nbsp;</p> <p>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 <b>the much needed feature to simultaneously ring all members in the queue with overflow is not present</b>. We would like to request that this feature be considered and prioritized for development as soon as possible.</p> 1 http://m.getsatisfaction.com/topics/7333712/replies/19329332 http://m.getsatisfaction.com/topics/7333712 19329332 Matt Fleming responded to "Allow for simultaneous ringing in Queue Overflow" 2018-02-16T23:31:17Z 2018-02-16T23:31:17Z Matt Fleming http://m.getsatisfaction.com/people/9540357 https://www.gravatar.com/avatar/1017699cf16ceb26877709532baf89a1?d=identicon&s=55&r=PG matt_fleming_27c4k124en4ib 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. 0 http://m.getsatisfaction.com/topics/7333712/replies/19329337 http://m.getsatisfaction.com/topics/7333712/replies/19329316 19329337 Matt Fleming responded to "Allow for simultaneous ringing in Queue Overflow" 2018-02-16T23:36:10Z 2018-02-16T23:36:10Z Matt Fleming http://m.getsatisfaction.com/people/9540357 https://www.gravatar.com/avatar/1017699cf16ceb26877709532baf89a1?d=identicon&s=55&r=PG matt_fleming_27c4k124en4ib 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."<br /><br />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.<br /><br />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. 0 http://m.getsatisfaction.com/topics/7333712/replies/19757548 http://m.getsatisfaction.com/topics/7333712 19757548 berkcap 1 responded to "Allow for simultaneous ringing in Queue Overflow" 2018-09-14T20:27:11Z 2018-09-14T20:27:11Z berkcap 1 http://m.getsatisfaction.com/people/9410227 https://www.gravatar.com/avatar/2df6ca87575db78d7257c9a02143f822?d=identicon&s=55&r=PG berkcap_1 any updates if this feature is in the pipeline for future releases? 0 http://m.getsatisfaction.com/topics/7333712/replies/19757561 http://m.getsatisfaction.com/topics/7333712/replies/19757548 19757561 Saadet - Community Support responded to "Allow for simultaneous ringing in Queue Overflow" 2018-09-14T20:34:04Z 2018-09-14T20:34:04Z Saadet - Community Support http://m.getsatisfaction.com/people/8940459 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11077132/Picture_medium.png saadet_swift Hi berkcap 1, I have not received an ETA of if/when this feature will be available 0 http://m.getsatisfaction.com/topics/7333712/replies/19757596 http://m.getsatisfaction.com/topics/7333712/replies/19757548 19757596 Dan - 55 responded to "Allow for simultaneous ringing in Queue Overflow" 2018-09-14T20:54:58Z 2018-09-14T20:54:58Z Dan - 55 http://m.getsatisfaction.com/people/9131490 https://www.gravatar.com/avatar/db4e56a867a2078544d690b70db318f5?d=identicon&s=55&r=PG dan_55 Don’t hold your breath for this as we have been waiting over two years!! We have had to do work around for this which doesn’t work how we want it. But on the plus side we only have 4 months left on contract and then we’re off. <br /> Not only due to this but also no way of passing transferred caller id’s to user which if you are looking to integrate with CRM systems you are best to look elsewhere. 0 http://m.getsatisfaction.com/topics/7333712/replies/19757640 http://m.getsatisfaction.com/topics/7333712/replies/19757548 19757640 Matt Fleming responded to "Allow for simultaneous ringing in Queue Overflow" 2018-09-14T21:21:46Z 2018-09-14T21:21:46Z Matt Fleming http://m.getsatisfaction.com/people/9540357 https://www.gravatar.com/avatar/1017699cf16ceb26877709532baf89a1?d=identicon&s=55&r=PG matt_fleming_27c4k124en4ib Dan, have you played around with transfer types (warm vs. blind)? We were able to get the caller ID to pass to the transferred user by setting it to a blind transfer (if I'm understanding what you're needing). 0 http://m.getsatisfaction.com/topics/7333712/replies/19757873 http://m.getsatisfaction.com/topics/7333712/replies/19757548 19757873 Dan - 55 responded to "Allow for simultaneous ringing in Queue Overflow" 2018-09-15T00:22:38Z 2018-09-15T00:22:38Z Dan - 55 http://m.getsatisfaction.com/people/9131490 https://www.gravatar.com/avatar/db4e56a867a2078544d690b70db318f5?d=identicon&s=55&r=PG dan_55 All transfers we do are warm (as we don't sit right next to each other, and don't want to do the work around of picking up a call, transferring to another user to say who it is , then hang up and do a blind transfer. That's just bonkers!) and it still doesn't support this basic feature which pretty much ever phone system I have ever used supports. A major failing of the system and something everyone who using Ring Central has been asking to be supported for many years (just check the forums).<br />Sorry to moan but these two functions which everyone assumes are a standard feature of any system are not on yours, and it's a major weakness which has never been addressed. 0 http://m.getsatisfaction.com/topics/7333712/replies/19761216 http://m.getsatisfaction.com/topics/7333712/replies/19757548 19761216 Matt Fleming responded to "Allow for simultaneous ringing in Queue Overflow" 2018-09-17T15:23:49Z 2018-09-17T15:23:49Z Matt Fleming http://m.getsatisfaction.com/people/9540357 https://www.gravatar.com/avatar/1017699cf16ceb26877709532baf89a1?d=identicon&s=55&r=PG matt_fleming_27c4k124en4ib Yeah RC definitely has its quirks... but I'll still take it over the old CISCO system we were using. Best of luck! Hopefully RC builds out some settings to address how caller ID is passed but w/o more votes, don't hold your breath. 0