The issue was resolved yesterday by Martin of Tier 1. I'm going to coach the representatives you spoke with earlier on this subject. With this scenario, a lot of confusion could occur. A few minutes later, a call comes into Call Queue 2 (which Sally is a part of) - the call rings Sally's phone even though she just got off with a customer on Call Queue 1. Sally talks to that person for a minute and then ends the call. This could be causing some confusion among your staff since let's say someone calls Call Queue 1 and gets Sally. Now, when I look at your account I see that all of your call queues have the same people in them. Calls were not always sent to the person with the lowest extension number, nor were they always sent to the first person listed in the queue. Calls were completely random whether all were available or others were on calls. Calls were randomly sent to different users, both when all users where available and when some were on the phone. We replicated the settings on our accounts and tested. I then had my training team spend the day going through different scenarios with the Rotating feature and this is what they found (keep in mind they used different accounts to test this): That call will go to 102 first and will not go to 101 until 102 and 103 both do not answer. Now 101 gets off the call and a few minutes pass and another call comes in. For example if you have 101, 102 and 103 in a queue with rotating and a call comes in it will go to 101. When selecting Rotating it will make a list that looks similar to a fixed order but it still rotates the calls after someone has answered unlike fixed order. I spoke with my Engineering Team and they said the following: I've been conducting research on this issue since the answer you received didn't sound correct. Does this mean that 90% of your clients are those with 1-3 employees that don't need call rotating? Why is this feature even on the website settings?Ĭheck out the settings of our Group 1. It's surprising given the size of Ringcentral as a company. Plus, it'll cause tension between call center agents when some people are answering the phones more than others. We might as well put a permanent siren in our office because all the phones will ring all day. The solution provided by Ringcentral Tier 1 and Tier 2 support is to switch to simultaneously ring? So you guys want our entire office to ring simultaneously whenever there's an incoming call. How can you run any kind of call center, big or small, with this inefficient programming? In the meantime, the first person would get burn-out.

The 10th person will just be twiddling his thumbs and slurping his smoothies because 9 other people would have to not answer the rotating call before a call actually gets to his phone. He left and came back and said the engineers confirmed that this call 'rotating' feature is nothing more than a fixed order feature that routes calls from the lowest extension number to the highest extension number.Ĭan you imagine the ramifications of this? Only one person - the person with the lowest number extension - will get the bulk of incoming leads.

I ask Cal of Tier 2 to please verify and re-verify with the ringcentral engineers if this is true. Until finally Tier 2 disclosed that the rotating feature doesn't work. Trust me, we've had Ringcentral's Tier 1 (Martin) and Tier 2 (Cal) support scrutinize and pick apart the settings for several weeks.

Rotating call queue ringcentral