08/14/18 17:52 PM  

Call Queue - Set Up Call Handling | Business Hours | How calls get transferred to group members | RingCentral

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SummaryThis article provides information on how to decide how calls get transferred to group members of the call queue. Choose how you would like each call queue to handle incoming calls in the RingCentral online account.
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Set Up Call Handling | Business Hours | How calls get transferred to group members
 

NOTE: Only Account Administrators or a Call Queue Manager can set up and configure call queues.

First, access the Call Handling & Members section. Under Business Hours, select any of the three options below. Your choice determines how calls get transferred to group members.

determine how calls are transferred

 
 

Rotating

Selecting this option regularly changes the order that you ring available members to evenly distribute the calls. There are no limits to the number of agents that can be added to group with this call handling rule.
 

Simultaneous

Simultaneous ringing routes an incoming call to all available members at the same time. You can only add up to 10 extensions. To increase the limit of the number of agents that can be added to the call queue group, please Contact Support.


NOTE: Limit increase will only work if there are no agents in queue with more than 2 enabled phones in their extension's Call Handling and Forwarding rule. Agents with more than 2 enabled phones in their extension's call handling and forwarding rules can't be added to a call queue group with more than 10 members.

Check Adding Members from a Call Queue to learn how to add members to the call queue. 
 

Sequential

Ring available members one at a time in the order you set. There are no limits to the number of agents that can be added to the group with this call handling rule.

 

1. Select Sequential.

select sequential
 
2. To rearrange the names on the list, click and hold the button beside the order number of the name you want to move. Drag and drop it to your target row. Click Save.

drag and drop to change order

 

 

See Also:

Ranking
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