10/10/17 17:50 PM  

Admin: Setting up the Holiday Hours of a Call Queue group

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SummaryAs an Account Administrator, how do I set up the holiday hours of a call queue group? How do I set a custom rule using a specific date range?
Details

Setting up a custom call handling rule is useful especially during the holidays. 

This article discusses how to set up the holiday hours of a Call Queue group. If you would like to see information about call handling setup for Business Hours and After Hours of a Call Queue group instead, go to Setting Up Call Handling for Business Hours and After Hours of a Call Queue group.

The diagram below summarizes how advanced call handling works.

Advanced Call Handling Diagram

NOTE: Carefully test the call flows based on the rules set to ensure that the calls are being handled as expected.


There are three (3) stages involved in setting up the holiday hours of a call queue group:

i. Naming your custom rule
ii. Setting up a custom condition
iii. Defining the call handling action 

NOTE: Before proceeding to the steps below, make sure that you are already logged in to your RingCentral Online account as an Administrator. See Logging in to your RingCentral Online Account to know more.

Naming your custom rule


Step 1:

Go to Phone System > Groups. On the Call Queue tab, select the group you want to configure. 

call queue

Step 2:

On the Call Handling tab, click Advanced.

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Step 3:

Click Add Rule.

Admin Portal - Phone System - Groups - Customer Service Call Queue - Advanced Call Handling - Click Add Rule

Step 4:

Enter a name for the rule, select Date and/or Time, and then, click Next.

Enter a name for the rule, select Date and/or Time, then click Next.

Setting up a custom condition

Step 1:

Select Specific Date Range and then, click Next.

Admin Portal - Phone System - Groups - Customer Service Call Queue - Advanced Call Handling - Name Rule - Select Date Range

Step 2:

Set the starting (From) and end (To) dates, then click Add.

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Step 3:

Review the date/time range you have set.  Once the date/time range has been finalized, click Next.

NOTE:  If you need to change the range, click the Remove button Admin Portal - Phone System - Groups - Customer Service Call Queue - Advanced Call Handling - Name Rule - Review Date/Time Range - Click Remove. Then follow Step 2 above.

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Step 4:

Review the Conditions Summary.
NOTE:  Click the Gear icon Admin Portal - Phone System - Groups - Customer Service Call Queue - Advanced Call Handling - Name Rule - Review Conditions Summary - Click the Gearif you need to modify the date/time at this point.

Admin Portal - Phone System - Groups - Customer Service Call Queue - Advanced Call Handling - Name Rule - Review Conditions Summary - Click the Gear

Step 5:

Make your changes, then click Done.

Admin Portal - Phone System - Groups - Customer Service Call Queue - Advanced Call Handling - Name Rule - Conditions Summary - Modify Date-Time - Done

Step 6:

Back to Conditions Summary, click Next.

Admin Portal - Phone System - Groups - Customer Service Call Queue - Advanced Call Handling - Name Rule - Review Conditions Summary - Click the Gear

Defining the call handling action

Defining the call handling action sets the next course for incoming calls that match the condition at this point. The calls can be transferred to anyone in the department, or directly to a specified extension. It is also possible to set an announcement to be played then the call ends. You may also set the callers to leave a voicemail then the call ends. Calls can also be set to be sent directly to your voicemail without going through the greeting settings when you don't pick it up.

There are five (5) available actions to choose from:

i. Transfer call to call queue members

This action distributes the call among your call queue members, using the members and rules you've already established for this call queue.
 

ii. Play Announcement Only

This option lets the system play a pre-recorded announcement and end the call afterward.
 

iii. Take Messages Only

Choosing this action sends the callers to your voicemail.
 

iv. Unconditional Forwarding

Select this option if you want to forward the call to a different phone number without having to go through your greeting settings. This is good when you want the call to go directly to your personal voicemail when you don't pick-up.
 

v. Connect to extension specified below

This action transfers calls to a particular extension.
 

Transfer call to call queue members

To disable a setting, you have to click its name and select Off.

If you want to keep the default settings for Greeting, Call Handling, and Messages, click Done. Otherwise, proceed with the steps below.

Greeting

Step 1:

Click Greeting.

Click Greeting.

Step 2:

Click Set Greeting.

Admin Portal - Phone System - Groups - Call Queues - Advanced Call Handling - Transfer Call to Call Queue Members - Click Set Greeting

Step 3:

You will be asked to choose whether to use the default greeting or upload your custom greeting. Click your preference below to learn how to set it up:

Keep and preview default greeting
Upload your own greeting

Keep and preview default greeting    

Step 1:

Leave the greeting set to Default to use the default greeting displayed on the window.

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View In allows you to select your own language to display the default greeting text.

To change the display language:
Click the View In drop-down menu and click your desired language. 

NOTE: Your selection only affects your current view of the greeting text, it will not change the Greetings Language setting.

Step 2:

Click Save.

Click here to go to Call Handling section.

Upload your own greeting

NOTE: Recommended audio file formats are CCITT u-Law (G711a), 8kHz, 8 bit, mono. The allowed .mp3 formats are PCM, 8kHz, 16 bit, mono. It is recommended to use either .wav or .mp3 audio file formats otherwise, it will not work correctly.

Step 1:

Select Custom.

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Record your greeting using your phone or computer microphone, or you upload your own recording.

Click your preferred custom greeting source below:

Record Over the Phone

This option allows you to enter your phone number or any number so the system can call you.
The automated call will provide you instructions to record your greeting over the phone.

Select Record Over the Phone, and then select the phone number you want RingCentral to call. To choose from your pre-saved phone numbers, click the drop-down menu and select a number.

Click Call Now and follow the prompts. Click End Call once you're finished with the recording.

Click Save when done.

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NOTE: If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.

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Go to the Call Handling section.

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

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NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more to end your recording.

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Step 3: 

Click Upload.

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NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Cancel to cancel recording.

Step 4: 

Click Save.

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NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

  Import

     Import lets you upload an audio file stored on your computer.
     Refer to this note for recommended audio formats.

Step 1:

Click Import, and then click Browse.

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Step 2:

Browse your computer for the audio file you want to upload. Select the file, then click Open.

Step 3:

Click Attach.

Admin Portal - Phone System - Groups - Call Queues - Advanced Call Handling - Transfer Call to Call Queue Members - Set Greeting - Custom Greeting - Click Attach

Step 4: 

Click Save.

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NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

Call Handling

Step 1:

Click Call Handling.

Click Call Handling.


The Call Handling section expands to show more options:

• Decide how calls get transferred to group members lets you designate the ringing order of available members, ring all available members at the same time or ring available members one at a time in the order set.

• Audio while connecting sets incoming calls to hear the selected music whenever the connection takes more than a moment to complete.

• Hold Music allows you to set the audio that callers will hear when they are placed on hold.

• Member availability and hold times designates how calls on hold will be handled.
 

Admin Portal - Phone System - Groups - Call Queues - Advanced Call Handling - Transfer Call to Call Queue Members - Call Handling Parts

NOTE: You are not required to configure all the parts in this section. However, you may have to go through each one as required by your holiday rule.
 

 Decide how calls get transferred to group members

Select how calls get transferred to group members.

• 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.
• In fixed order - Ring available members one at a time in the order you set.

Select how calls get transferred to group members.

Audio while connecting

When enabled, Audio while connecting allows you to set incoming calls to hear the selected music whenever the connection takes more than a moment to complete.

Proceed to the next section if you would like to set this to off instead.

Step 1:

Click Set Audio.

Click Set Audio.

Step 2:

Choose from any of the following options, then click Done.

a. Ring Tones
b. Music
c. None
d. Custom

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Step 3:

Click Interrupt Audio.

Click Interrupt Audio.

Step 4:

Select when the audio will be interrupted to play a message, then click Done.

Select when the audio will be interrupted to play a message, then click Done.

Hold Music

Hold Music allows lets you to set incoming calls to hear the selected music whenever the connection takes more than a moment to complete.

Proceed to the next section if you would like to set this to off instead.

Step 1:

Click Set Hold Music.

Click Hold Music.

Step 2:

Choose from any of the following options, then click Done.

a. Ring Tones
b. Music
c. None
d. Custom

Refer to this note for recommended audio formats.

Set Hold Music options

Step 3:

Click Save.

Member availability and hold times

This menu lets you designate how callers on hold will be handled.

Member availability and hold times options

• 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.

• Minimum post-call wrap up time before agent's status is automatically set available
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.

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

• 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.


Step 1:

Click Member availability and hold times.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Transfer call to call queue members - Call Handling - Click Member availability and hold times

Step 2:

Click the drop-down box, then choose how long the call should wait before trying the next member. (2 min in this example.)

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Transfer call to call queue members - Call Handling - Member availability and hold times - Set Maximum time to wait for a call queue member before trying the next member

Step 3:

Click the drop-down box, then choose how long the agent's post-call wrap up time should be before being automatically set as available. (1 min in this example.)

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Transfer call to call queue members - Call Handling - Member availability and hold times - Set Minimum post-call wrap up time before agent's status is automatically set available

Step 4:

Click the drop-down box, then choose how long the call should wait for an available queue member. (5 min in this example.)

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Transfer call to call queue members - Call Handling - Member availability and hold times - Set Maximum hold time to wait for an available call queue member

Step 5:

Click the drop-down box, then select the number of callers. When exceeded, this would either send new callers to your voicemail or advise callers of heavy call volume and disconnect, depending on your choice.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Transfer call to call queue members - Call Handling - Member availability and hold times - Set action for when the number of callers exceed a particular number

Step 6:

Click Save.
Proceed to Messages below.

[Back to Transfer Call Options]

Messages

Step 1:

Click Messages.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Transfer call to call queue members - Messages

Step 2:

Click Voicemail Greeting.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Transfer call to call queue members - Messages - Click Voicemail Greeting

Step 3:

Click your preference below to learn how to set it up:

Keep and preview default Call Queue Voicemail Greeting
Upload your own Call Queue Voicemail Greeting
 

Keep and preview default Call Queue Voicemail Greeting

Step 3a:

Review the default call queue voicemail greeting.
Use the playback controls to listen to the default voicemail greeting.

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Step 3b:

Click Save.

Click here to go to the next step.

Upload your own Call Queue Voicemail Greeting

Refer to this note for recommended audio formats.

Step 3a:

Select Custom.

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You can record your greeting using your phone or computer microphone, or you can upload your own recording.

a. Record Over the Phone

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b. Record Using the Computer Microphone


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c. Import

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Step 3b:

Click Save.

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You may review your uploaded voicemail greeting. Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

Proceed to Step 4 below.

Step 4:

Click Message Recipient.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Transfer call to call queue members - Messages - Message Recipient

Step 5:

Select the radio button next to the extension you want to assign as the voicemail recipient.

Click Save.

Select a user from the list, then click Save.

Step 6:

Click Done.

Click Done.

You have successfully set up your custom rule, using Transfer call to call queue members
Go to the last step.

[Back to Transfer Call Options]
[See other Call Handling Actions]

Play Announcement Only

The next steps will help you review and configure the settings for this action. If you want to keep the default setting instead, click Done.

Step 1:

Click Greeting.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Play Announcement Only - Click Greeting

Step 2:

Click your preference below to learn how to set it up:

Keep and preview default announcement greeting
Upload your own announcement greeting

Keep and preview default announcement greeting

Step 2a:

Leave the announcement greeting set to Default.

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Step 2b:

Click Save.

Go to Step 3.

Upload your own announcement greeting

     Refer to this note for recommended audio formats.

Step 2a:

Select Custom.

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Step 2b:

You can record your greeting using your phone or computer microphone, or you can upload your own recording.

a. Record Over the Phone

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b. Record Using the Computer Microphone

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c. Import

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Step 2c:

Click Save.
 
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 You may review your uploaded voicemail greeting. Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

Step 3:

Click Done.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Play Announcement Only - Custom Greeting - Click Done

You have successfully set up your custom rule, using Play Announcement Only.

Go to the last step.

[See other Call Handling Actions]

Take Messages Only

The next steps will help you review and configure the settings for this action. If you want to keep the default setting, click Done.

Step 1:

Click Voicemail Greeting.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Take Messages - Click Voicemail Greeting

Step 2:

Click your preference below to learn how to set it up:

Keep and preview default Call Queue Voicemail greeting
Upload your own Call Queue Voicemail greeting 

Keep and preview default Call Queue Voicemail greeting

Step 2a:

Leave the Call Queue Voicemail greeting set to Default.

Review the default call queue voicemail greeting.
Use the playback controls to listen to the default voicemail greeting.

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Step 2b:

Click Save.

Go to Step 3.

Upload your own Call Queue Voicemail greeting

Refer to this note for recommended audio formats.

Step 2a:

Select Custom.

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You can record your greeting using your phone or computer microphone, or you can upload your own recording.

a. Record Over the Phone

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b. Record Using the Computer Microphone

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c. Import

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Step 2b:

Click Save.
 
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  You may review your uploaded voicemail greeting. Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

Continue with Step 3 below.

Step 3:

Click Message Recipient.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Take Messages Only - Click Message Recipient

Step 4:

Select the radio button next to the extension you want to assign as the voicemail recipient.

Click Save.

Select a user from the list, then click Save.

Step 5:

Click Done.

You have successfully set up your custom rule, using Take Messages Only

Go to the last step.

Unconditional Forwarding

Step 1:

Enter a different phone number where you want your incoming calls forwarded.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Unconditional Forwarding

Step 2:

Click Done.

You have successfully set up your custom rule, using Unconditional Forwarding

Go to the last step.

[See other Call Handling Actions]

Connect to extension specified below

Step 1:

Select Connect to extension specified below.

Select the extension where the incoming calls will be transferred. Click Done.

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Connect to extension specified below - Select Extension

You have successfully set up your custom rule, using Connect to extension specified below.

Go to the last step.

Last step

You may either add another rule (Click Add Rule) or exit the screen (Click Done).

Admin Portal - Phone System - Groups - Call Queue - Advanced Call Handling - Successful Custom Rule Setup

You have now successfully configured the holiday hours of a call queue group.

 

See Also:

Setting Up a Call Queue group
Setting Up Call Handling for Business Hours and After Hours of a Call Queue group
Setting Up Advanced Call Handling Rules of a Call Queue group
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