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 DND not causing a ring group to run When all members are busy rule

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Jordan Nolan's profile image
Jordan Nolan posted 03-27-2023 13:27

We have a ring group setup with two people who act as the Operator.  There are times when both these people may be at a training or unavailable for a variety of reasons.  We do not want to add another person to the ring group permanently, but we do want to give the regular members the ability to get the calls picked up by another person when they are both unavailable and do this without having to call the IT Department.

I configured the "When all members are busy rule" to Forward to another user when all members are busy with the hopes that both the regulary members could put their phone on DND and this would trigger the rule, but it did not.  When a call came in on the the ring group it forwarded directly to the ring group voicemail box instead of forwarding to the desired user.

Are there any ways we can let the end users update a ring group they are part of so they can forward calls when they are all unavailable?

David Kooistra's profile image
David Kooistra posted 04-04-2023 06:34 Best Answer

Have you looked at using Call Queues vs. Ring Groups for this situation? (yes, you need X2 or higher license for this)   Queues will allow your agents to sign-in/sign-out of the queue.   When your 2 main agents are unavailable the 3rd agent can sign in and receive calls.   If your agents sign out of their queue(s) when not at their desk this will also eliminate annoying ringing in the office area and the calls will go to available agents or be placed in queue (on hold) until an agent is available.

Alison Stewart's profile image
Level 2 Contributor Alison Stewart posted 03-28-2023 04:38

Hi Jordan

You might find this Knowledgebase article useful

 https://support.8x8.com/cloud-phone-service/voice/admin-console/work-group-settings/ring-groups/Fast_Busy_When_Forwarding_Calls_from_AA%2F%2FRing_Group_to_an_External_Number

If this doesn't resolve your issue please contact our Support Team and they will be happy to help.

Jordan Nolan's profile image
Jordan Nolan posted 03-28-2023 04:57

Hi Alison,

Thanks for the article, but it does not appear to pertain to my issue.  Our main number is able to connect to the ring group and the forwarding points to an internal user, not an external number.

Jason Jablonski's profile image
Jason Jablonski posted 04-04-2023 06:07

Are both users setting DND on a physical phone?  If so, you need one user to set DND on the 8x8 work app and leave the phone DND off.