08/14/18 17:57 PM  

Call Queue - Set Up Call Handling | Business Hours | Member Availability and Hold Times | RingCentral

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SummaryThis article provides information about how callers on hold will be handled. You also have the option to use an existing Call Queue to handle calls when there's an increase in your Call Queue's call volume by using the Overflow Call Queue feature.
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Set Up Call Handling | Business Hours | Member Availability and Hold Times


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

First, access the Call Handling & Members section of a Call Queue group to see Wait Settings menu. This menu lets you designate how callers on hold will be handled.

• Maximum time to wait for a call queue member before trying the next member​
If a member does not answer within this time period, the queue will move onto the next available member.

• Maximum hold time for an available member before going to voicemail​
If a member does not answer within this time period, the caller will be forwarded to voicemail.

• After last call is ended, agent will be available for the next call within
This option specifies how long the system will wait after an agent completes a call before automatically setting their status to "Available" for a call. This gives the member time to make notes or otherwise follow up on a call.

• If number of callers waiting exceeds the set number of callers
This setting sends new callers to your voicemail or advises callers of heavy call volume and disconnect when the number of callers waiting exceeds the number of callers you set.

wait settings

NOTE: You also have the option to use an existing Call Queue to handle calls when there's an increase in your Call Queue's call volume by using the Overflow Call Queue feature. For more information, go to Setting Up a Call Queue group.


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