I see the customer perspective on this, I really do. The problem is that they aren’t thinking in a customer focused way.
With a Ring Group, you get a phones that ring. If one’s busy, the others will ring and the one that didn’t cannot join back into the fun until the next call. There are so many race conditions that it’s just a nightmare.
For example. Al, Ben, Chuck, and Donna are all on calls. They all get a notificatoin that they have a call waiting. What happens? One of the finishes and their phone rings. The other three get a missed call. What if one of them isn’t there. Their phone just rings, and rings, and rings, and rings, and rings until someone answers it.
If, on the other hand, you set up a four phone queue. Al, Ben, and Donna come in but Chuck stays home to take care of his sick ferret. A, B, and D log into the queue as agents, and Chuck’s phone doesn’t sit there ringing and ringing while everyone else is talking on the phone. One of them gets off the phone and their phone rings - it’s a customer that’s been waiting in a queue, being told that their average wait time will be 2 minutes that they are next in line. No one gets missed calls, the statistics make sense so you can get the right number of people on the job, and no more missed calls.
Of course, you are always welcome to manage these phones however you’re comfortable. The telephone is the rudest device ever devised by man, but by using all of the tools in your box, you could make it better… or not. It’s all up to you.