08/21/18 03:03 AM  

Call Queue - Set up Advanced Call Handling Rules Hours | Admin | RingCentral

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SummaryAccount Administrators can set up a custom or an advanced call handling rule for Call Queue groups using the RingCentral Online account.
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Set up Advanced Call Handling Rules Hours - Administrator

Multi-condition advanced call handling rules offer powerful call management capabilities using conditions based on date and/or time of the day, incoming caller ID, and called number. When a condition is met, the call gets forwarded to a phone number or set of phone numbers, or gets routed to a voicemail.

If you would like to see information about Business Hours and After Hours settings of a Call Queue group, check:  Call Queue - Set Up Call Handling for Business Hours and After Hours | RingCentral.


The diagram below summarizes how advanced call handling works.

Advanced Call Handling Diagram

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

There are stages involved in setting up an advanced call handling rule for a call queue group:

1. Naming the custom rule
2. Setting up a custom condition
3. Defining the call handling action 


Naming the custom rule


1. Log in to your RingCentral Online account.


2. Click Groups, then click the Call Queue group that needs to be configured.

Select Call queue group


3. Click Call Handling & Members, then click Advanced. Click Add Rule.

Call Handling & Members - Advanced - Add rule


4. Enter a name for the rule, then click Next.

Enter rule name

Go to the next section to set up the custom conditions.


Setting up a custom condition

You can select any of the 3 custom conditions.

•  Caller ID
Applies to incoming calls coming from certain phone numbers which are using Caller IDs. You can create a list of phone numbers to be used for this setting. (Numbers selected must be using Caller ID)

•  Called Number
Based on the specific phone number your clients dialed. For example, you may have designated a specific phone number on your account for a customer promotion campaign you are running.

•  Date and/or Time
Applies conditions based on a time of the day and week every week, or on a specific date range before routing the call.


Caller ID 

Type the phone number to use or the contact's name. Click Add, then click Next.

NOTE: You can use a partial number, such as just country code plus area code. Contacts from your address book can also be found by simply starting to type their names or numbers. You can also add multiple numbers or names if needed.

Enter phone number or name of contact to add


Hover on the phone number or contact's name, then click the X to remove it from the list.

Remove Contact or Phone Number

Go to the next section to define the call handling section.


Called Number 


1. Click Select Number.

Click Select Number.


2. Select the number/s from the list, then click Done.

NOTE: The rule is activated when callers dial the selected number, for example, to call in about a promotion. 

Select numbers from the list - Done 


Hover on the phone number, then click the X to remove it from the list.

Remove Phone Number


3. Click Next.

Go to the next section to define the call handling section.


Date and/or Time rule

You can set a weekly schedule or a specified date range.

• Weekly Schedule - Handle calls a certain way on the same days and times each week.

• Specific Date Range - Handle calls differently for holidays, vacation, or other specific dates.

NOTE: Such custom Answering Rules are applied before the Business Hours and After Hours rules.

Date Time - Select when rule should be active


Set up a Weekly Schedule

Click the toggle button to select the days when the rule will be applied. Set the time by clicking the drop-down menus. 

Click Next.

NOTE: Click Copy to Weekdays to apply the schedule for the rest of the week until Friday or for all days. Select 24 hours when necessary.

Copy to Weekdays

Go to the next section to define the call handling section.


Set up a Specific Date Range

Set the starting and end date/time and then, click Add

Specific Date Range - Add Time and Date

Go to the next section to define the call handling section.


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.

You can choose from 5 available call handling actions.

1. Transfer Call to Call Queue Members
2. Take Messages Only
3. Play Announcement Only
4. Unconditional Forwarding
5. Connect to Extension

Call Handling actions


1. 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. You can configure 3 settings for this action.

Greeting & Hold Music
Call Handling & Members
Messages


Greeting & Hold Music

This section lets you modify the following settings.

NOTE: The following are recommended formats when you import audio files:

• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono


Call Queue Greeting

Check Enable if you want callers to hear a recorded greeting before being connected to a group member. Click Edit to set the default greeting or to customize your own greeting. Customizing the greeting lets you record your own greeting by phone or using your computer, or you can upload your own greeting.


Audio While Connecting

Incoming calls will hear the selected music whenever the connection takes more than a moment to complete. Check Enable, then click Edit. You can set the music to ring tones, to any of the pre-selected music or import an audio file.


Hold Music

Click Enable if you want callers to hear music whenever you put a call on hold. Click Edit then set the music to either ring tones, to any of the pre-selected music or import an audio file.


Interrupt Audio

Interrupt audio periodically and play a message.

Greeting & Hold Music

Go to the Call Handling & Members section.


Call Handling & Members

Click the Call Handling & Members tab.

Call Handling & Members tab


This section lets you customize or do the following:

Decide How Calls Get Transferred to Group Members
Add a Call Queue Member
Delete Call Queue Member
Wait Settings


Decide How Calls Get Transferred to Group Members

This setting lets you designate the ringing order of available group members, ring all available members at the same time or ring available members one at a time in the order set. 

Click the drop-down box, then select any of the following settings.

• 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.


Add a Call Queue Member

Click Add Call Queue Member, then select the members to add from the list. Click Done

Add Call Queue Members


Delete a Call Queue Member

Click Delete across the member/s that need to be deleted from the Call Queue group.

Delete Call Queue Member


Wait Settings

This section lets you designate how calls on hold will be handled. It lets you select settings for the following 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.

• 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.

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

• 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

Click Done to save the Wait Settings.


Messages

Click the Messages tab.

Messages


This section lets you configure the following.

Voicemail Greeting
Message Recipient


Voicemail Greeting

This setting lets you use the default voicemail greeting or set a customized one. Click the Edit button to customize the greeting by recording your own greeting via phone or computer, or you can upload your own greeting. Click Done to save the settings.


Message Recipient

Click Select Extension to select the recipient of the voicemail from the list. Click Done to save the settings.

Back to the Custom Answering Rule screen, click Save.

[See other Call Handling Actions]


2. Take Messages Only

This option sends callers to voicemail. It lets you set the following.

Voicemail Greeting
Message Recipient 

Take Messages Only


Voicemail Greeting

This setting lets you use the default voicemail greeting or set a customized one. Click the Edit button to customize the greeting by recording your own greeting via phone or computer, or you can upload your own greeting.


Message Recipient

Click Select Extension to select the recipient of the voicemail from the list. Click Done to save the settings.

Back to the Custom Answering Rule screen, click Save.

[See other Call Handling Actions]


3. Play Announcement Only

This option plays the default announcement greeting or a pre-recorded announcement and ends the call afterward. Click the Edit button to customize the greeting by recording your own greeting via phone or computer, or you can upload your own greeting.

Play Announcement Only

Click Done to save the settings.

Back to the Custom Answering Rule screen, click Save.

[See other Call Handling Actions]


4. Unconditional Forwarding

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

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

Unconditional Formatting

Back to the Custom Answering Rule screen, click Save.

[See other Call Handling Actions]


5. Connect to Extension

This action transfers calls to a particular extension. Click Select Extension.

Connect to Extension

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

Back to the Custom Answering Rule screen, click Save.

[See other Call Handling Actions] 



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