Audible Ringing for Call Waiting Deskphone

[bquandt]

I am a super Admin for the account and we have a sites using Zoom Phone with two Poly Edge e350 desktop phones. The users at the site have reported that when these devices are on an active call, there is no external audible ring to indicate a second incoming call. Other than the beep that is heard in the handset only, which is not sufficient to alert nearby team members.

Our goal is to configure the devices so that a second incoming call triggers an audible ring from the phone’s speaker, ideally at a volume loud enough for another team member to hear and respond by picking up a different phone in the area.

Does anyone know if there’s a configuration or solution that would make this possible? If so, could you please share what steps would be needed to implement it?

Thanks!

[Eliot]

hi @bquandt 

You should consider using call queues. 

Call queues have members (users) of the call queue assigned to the call queues.  You can set up the call queue to ring all members at once, in sequence, longest idle, etc.

Call queues can have overflow to another call queue if all the members of the primary call queue are tied up or not available, i.e. an overflow call queue.

In your setup, the two E350 desk phones could be in a primary call queue.  If both phones are on active calls, the overflow could be routed to an overflow call queue. 

The overflow call queue can have multiple members composed of the other team members.  When overflow calls come into the overflow call queue, members of the overflow call queue will get an audible ring.  You can set up the overflow call queue to ring all members at once, in sequence, longest idle, etc.

Please see

Managing Zoom Phone call queues

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844

Changing call queue settings

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks, eliot

[sparrow · Accepted solution]

Definitely do-able and unfortunately not configurable through the local phone interface nor via the phones web interface. These will need to come from a Zoom phone template. I had it working, but kept tinkering with other settings. Finally got back to where I was in a good working state. Try the first two parameters and if it doesn't work? Add the last two to your template. 

call.callWaiting.ring= "ring"
call.callWaiting.enable=" 1"
voIpProt.SIP.alertInfo.1.class= "custom1"
voIpProt.SIP.alertInfo.1.value= "custom1"

[sparrow]

@bquandt Were you able to try out the parameters?

[bquandt]

Hi @sparrow, thank you so much for your help! The first 2 parameters seemed to be the trick to get the devices to audibly ring when an additional call is received!

A small follow up question - after applying the template, the ring volume for additional incoming calls while on an active call is significantly lower than the standard ring volume when the device is idle. It seems the device’s volume controls don’t adjust the in-call waiting tone. Any advice on how to increase the volume?

[sparrow]

The call waiting ringer volume looks to be managed via the primary volume. If you turn up the ringer while the phone is on-hook and not in an active call. Whatever that level is, is going to be the same level for both the incoming call ringer volume and call waiting volume. 

[sparrow]

That's opposite of my experience. When I was testing, the call waiting alert was obnoxiously loud on my E550. I'll look around, but based on the documentation, I didn't see any mention on volume control.