Is there any changes that are coming down the line where i can have my Call group set to Simultaneous ring and also have the Call Overflow on?
Is there any changes that are coming down the line where i can have my Call group set to Simultaneous ring and also have the Call Overflow on?
Saying call groups, do you mean the call queue? And can you explain the call overflow scenario?
Yeah Call Queue!
Take one group for example, I have 7 agents/reps/L1 in that Que but i want it to ring Simultaneous. Then if no one answers in the time frame given it over flows to our Level 2 group. Right now the system does not work this way so i had to use a different way to get it done, but it messes up the live reporting.
Hi Rob,
Thanks for the explanation!
1. For ringing simultaneously, have you tried to set the call queue's call handing to "Simultaneous"? If not, try it and let me know. Unfortunately, this needs to be done via the service web dashboard only (not via API call)
2. This is a bit tricky because by the system only lets you transfer unanswered calls from a call queue to a voicemail. I am thinking of a workaround solution (I have not tried this myself though) so you can try as follows:
This way, the extra agent would acts as a call queue manager whose task is just to forward the call to the level 2 group.
If you have problem with trying this workaround solution, please let me know.
Hope this helps!
I tried that and still will not enable the call overflow option.
I got what you want to achieve now. Not my workaround solution but follow the system's settings. So let me check and get back to you soon.
Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.
Download RingCentral Phone for Desktop:
Tip: switch to the "sandbox mode" before logging in the app:
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