11/02/17 17:59 PM  

Overflow Call Queue Overview

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SummaryWhat is an Overflow Call Queue? How do I enable the Overflow Call Queue?
Details

The 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

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.
 
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.

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.​

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.


Availability 

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 QueueCall 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 protocolsSupports 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. 


Requirements

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

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

 

QUICK TIP: Check Setting Up a Call Queue group for more information on how you can create, activate, set up, add or remove members from a Call Queue group.
 
Follow the steps below to know how to assign, enable or disable Overflow Call Queues.
 
You need to log in to the RingCentral Online Account as an Account Administrator or a Call Queue Manager to configure the steps. Click  Phone System > Groups. From the Call Queues tab, click the queue where the Overflow Call Queue/s will be added to.
 
From the Call Queues tab, select the Call Queue where the overflow queue will be added to.


Assigning Overflow Call Queues

You need to assign the Overflow Call Queue/s to the primary call queue after the call queues have been set up. Follow the steps below to assign Overflow queue/s to your primary queue.
 

Step 1:

On the Call Queue Group Info, click Overflow Call Queues.
 
Click Overflow Call Queues.


Step 2:

Toggle the switch to enable Send Calls to Overflow Queue. A blue toggle button indicates that it has been enabled. A gray toggle button means it is disabled.

Select your Overflow Queue/s from the list. Members of the selected call queue/s will receive overflow calls coming from the primary call queue.
 
Use the arrow buttons to move the queue/s to the Selected Queues list. 

NOTE: A maximum of three (3) queues can be selected.
 
Select your Overflow Queue/s from the list. Use the arrow buttons to move the queue/s to the Selected Queues list.


Step 3:

Change the order by clicking on the arrows to change the Order.

Click Save.

IMPORTANT: The Primary Call Queue trying to enable queue overflow should not have Simultaneous Ringing selected in its Call Handling settings. If Simultaneous Ringing is turned on, you will get a pop-up notification to change your call handling preference to Rotation or Fixed in order to enable the overflow queue.

User-added image


Step 4:

The page will return to the Call Queue info section. Click Save.
 

Enabling or Disabling Overflow Call Queues

Administrators and Call Queue Managers can easily enable or disable Overflow Call Queues by following the steps below:
 

Enable a Call Queue
Disable a Call Queue 

IMPORTANT: Overflow Call Queues can only be enabled if your primary call queue is set to Rotational or Fixed Call Handling policy. Check Setting Up Call Handling for Business Hours and After Hours of a Call Queue group for more information.


Enable a Call Queue

On the Call Queues tab, click Enable on the the Call Queue group that you want to enable.
 

Click Enable across the Call Queue's name.


Disable a Call Queue 

On the Call Queues tab, click Disable on the the Call Queue group that you want to disable.


Click Disable across the Call Queue's name.
 
Click the Disable button on the confirmation window.

NOTE: The Call Queue will not receive calls when it is disabled.

Click the Disable button on the confirmation window.

QUICK TIP: You can also enable/disable a Call Queue from the Call Queue group's Information screen. Click Enable or Disable, then click Save.

Click Enable or Disable, then click Save.

 

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

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

Uploading Custom Greetings for a Call Queue
Call Handling

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 

Setting up the Holiday Hours of a Call Queue group
Messages & Notifications

Updating the Messages and Notification Settings of a Call Queue Group


See Also:

Groups Overview
 
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