04/10/19 20:46 PM  

Call Queue - User Availability and Call Handling | RingCentral

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SummaryThis article describes the Call Queue's Call Delivery based on the User availability and the Call Handling Configuration.


Call Queue - User Availability and Call Handling

Call Queues are used when you want a specific group of users (such as Sales, Support, or Billing) to share incoming calls. This article describes how the call delivery is affected by the User Availability status and the Call Handling configuration for the Call Queue.

On this Article:
User Availability Status
Call Handling

Related articles:
Call Queue - Create Call Queue Group | RingCentral
Call Queue - Set a User's Do-Not-Disturb and Availability | RingCentral
Call Queue - Overflow Call Queue Overview | RingCentral

User Availability Status

Available, Busy, and Unavailable indicate the call queue member‘s status for taking calls. Busy means they are on a phone call. Available means they are ready to take a call.

Check the Availability status by:

1. Under the Phone System tab, click Groups / Others.

2. Click Call Queues tab. Click the drop-down arrow on the right of the Call Queue you want to check.

User-added image

3. The list of members will be displayed with their status on the right.

member availability

 • Available - means the user's phone is available and awaiting a call.  

NOTE: In Rotating setup, the call will go to the user who has been in this status the longest. 

• Busy - Busy means the user is either on a call (inbound or outbound), or has set their line to Busy.  Call queue users will not get calls from call queue while in this status. 

• Unavailable - Unavailable means that a call queue member is currently outside their business hours, or has marked themselves as unavailable. If the user's status is set to DND, Do not accept queue calls, or if the phone is offline, it will also show as Unavailable. Call queue users will not get calls while in this status. 

Call Handling

Decide How Calls Get Transferred to Group Members

Check the Call Handling Configuration of the Call Queue:

1. Under the Phone System tab, click Groups / Others.

2. Click Call Queues tab and select the Call Queue group you want to check.

3. Click the Call Handling & Members tab.

call delivery configuration

• Rotating - Regularly change the order that you ring available members to evenly distribute calls.

• Simultaneous​ - Ring all available members at the same time. You can do this for up to 10 extensions.

NOTE: When using Simultaneous, expect small delays in ringing each User's phone. The delay would likely cause issues such as continuous ringing for some users even after the call is answered.

• Sequential ​- Ring available members one at a time in the order you set. You can configure the order and the group of numbers to ring in order. For more information on, go to Call Handling and Forwarding - Rearrange Forwarding Numbers and Create Ring Groups | RingCentral

NOTE: If you need a more advanced Call Queue administration (such as more control over users in the call queue) suited for contact center operations, go to Difference between RingCentral Contact Center and RingCentral Office for more information.

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