03/22/19 20:03 PM  

Call Queue - Overflow Call Queue Overview | RingCentral

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SummaryThe Overflow Call Queue feature allows calls to be directed to additional queues when all lines are busy in the primary queue. Administrators and Call Queue Managers can take advantage of this feature to re-use existing call queue groups while preserving policies of the primary call queue group such as:

• Call Handling Timers
• Greetings
• Voicemail
• After hours setting


Call Queue - Overflow Call Queue Overview 

In a call queue with an overflow set up, the calls will go to the overflow queue when all agents are busy and unavailable. When there are available agents but are not answering, the calls will go to voicemail.​

This feature follows the call queue policy and supports the Rotating and In fixed order sequence protocols. Calls to a Call Queue with overflow are handled as an extended single Call Queue when this feature is enabled. All incoming calls are first offered to any available agent in the primary Call Queue and will be spilled-over to the overflow queue when all the members of the primary queue have active calls. The members in the overflow queue will always be called on Rotation sequence.

IMPORTANT: The Simultaneous protocol is not supported in the meantime. Small delays in ringing each User's phone would likely cause issues such as continuous ringing for some users after the call is answered.



This feature is available to RingCentral Office Premium and Office Ultimate plan users.


Comparison with Call Forwarding

The table below summarizes the difference between Overflow Call Queue and Call Forwarding.


Overflow Call Queue

Call Forwarding

Use to forward calls to another group of people when the primary call queue members are on active calls.

Use to route calls from an extension to another phone or mobile number or to a different extension. 

Calls are handled as they come.

Calls are handled during business hours, after hours or multiple condition rules.

Supports Rotating and In fixed order protocols

Supports Sequential and Simultaneous ringing.

Supports up to 25 calls waiting in the queue.

Lets you add up to 10 forwarding numbers for each extension assigned to you. 


1. Primary call queue that has been set to either fixed or rotating function.

2. Overflow call queue that has been created and enabled.

You need to log in to the RingCentral Online Account as an Account Administrator or a Call Queue Manager to access and configure the steps in setting and configuring Overflow Call Queue. Click  Phone System > Groups. From the Call Queues tab, click the queue where the Overflow Call Queue/s will be added to.

NOTE: Administrators, such as Super Admins, User Admins, and any other User with Phone System permission can access and modify Call Queue group settings. Check User Roles and Permissions for more information.

From the Call Queues tab, select the Call Queue where the overflow queue will be added to.

Refer to the following links to learn how to configure Call Queue settings:

Call Queue Details
Setting Up a Call Queue group

Direct Numbers
Adding Phone Numbers to Your RingCentral Account

NOTE: Only Administrators can add Direct Numbers. Call Queue Managers will only be able to view Direct Numbers.

Greeting & Hold Music
Call Queue - Admin: Uploading Custom Greetings | RingCentral

Call Handling & Members
Call Queue - Assigning Overflow Call Queues | RingCentral
Call Queue - Enabling or Disabling Overflow Call Queues | RIngCentral
Call Queue - Set Up Call Handling for Business Hours and After Hours | RingCentral
Setting Up Advanced Call Handling Rules of a Call Queue group 
Setting up the Holiday Hours of a Call Queue group
Call Queue - Setting Maximum Hold Time | RingCentral

Messages & Notifications
Call Queue - Updating the Messages and Notification Settings | RingCentral

See Also:

Groups Overview

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