08/14/18 23:56 PM  

Call Queue - Setting Up a Call Queue group | RingCentral

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SummaryCall Queue groups can be created by Account Administrators. Once created, the Call Queue group Manager needs to activate the group by clicking the link on the email invitation. Both the Call Queue group Manager and Administrator can add or remove members from the Call Queue group via the RingCentral Online account.
Details


Setting Up a Call Queue group

Groups allow you to manage incoming calls so that they are catered by a designated group of employees with similar activities.

Create a Call Queue group when you want a specific group of users (such as Sales, Support, or Billing) to share incoming calls. Call Queues are different from extensions. Call queues increase the efficiency of your company by directing the calls to the right employees. Call queues can support up to 25 calls waiting in a call queue.


Click on links below to learn more.

NOTE: You need to be an Account Administrator or the Call Queue group's Manager to perform these actions.

Create a Call Queue group 
Activate and Setup a Call Queue group  
Resend Welcome Email 
Add Members to an Existing Call Queue group
Remove Members from a Call Queue group


Create a Call Queue group


1. Log in to the RingCentral Online account.


2. Click Groups under Phone System.

phone system - groups


3. Click the New Call Queue button.  

Click New Call Queue


4. The next available Extension Number is automatically added to the Extension Number field. You can change it, and then enter the Extension Name, and the Manager Email.

The manager will receive the email notifications for the group that you are creating. 

Click Next.

Add Call Queue - Group Details


5. Select the queue member/s on the list, then click Done.

Select queue members

NOTE: The page will return to the Groups list, where you can see the Call Queue group that you created. You will notice that the new Call Queue group has a gray status light next to it. A gray status light means that the Group does not have a password yet. The Call Queue Manager needs the password to access the messages for a particular group. Go to the Activate and Setup a Call Queue group section to learn how to set up a password for the Call Queue group.

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Activate and Setup a Call Queue group (Express Set-up)


1. After creating a Call Queue Group, you will receive an email from support@ringcentral.com. The email should contain the link where you can set up your call queue and add call queue members. 

User-added image

NOTE: If the Call Queue Manager did not receive the Welcome Email from support@ringcentral.com, go to the Resend Welcome Email section. 


2. Create a Password for the Call Queue group, and then click Continue. The Password is used to login to the Call Queue group's online account. 

Password Criteria

• At least one letter (Latin character)
• At least one number (0-9)
• Non-sequential, Non-repeating
• No account information
• One uppercase letter or special character (!,@,$,#)
• Length 8-32 characters


3. Create a PIN for the Call Queue group, and then click Continue. The PIN is used to check your voicemail messages over the phone

Pin Criteria

• Only digits
• Non-repeating
• Non-sequential
• Length 6-10 digits


4. Select the Security Question and Answer for the Call Queue group, and then click Continue. The Security Question and Answer is used to identify your account when contacting customer service.

Answer Criterion

• 5 or more characters


5. You will be logged in automatically to the Call Queue group's Online account.

Click the Settings tab.

Click Settings tab

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Resend Welcome Email

If the Call Queue Manager was unable to receive the Welcome Email from support@ringcentral.com in order to set up the Call Queue group that was created, Administrators can resend the email.


1. Log in to the RingCentral Online account.


2. Go to Phone System > Groups > Call Queues.


3. Click Resend Invitation across the Call Queue group that needs to be activated.

Resend Invitation


4. Click OK.

Confirm - OK


TIP: You can also resend the welcome email from the Call Queue group's Call Queue Details tab. Click Resend Invite below Status.

Call Queue Details - Status - Resend Invite

NOTE: To continue with the set up, go to Activate and Setup a Call Queue Group.

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Add Members to an Existing Call Queue group

If you need 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 or members in the queue with more than 2 enabled phones in their extension's Call Handling and Forwarding rule. Members 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.

You can 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. See Call Queue - Overflow Call Queue Overview | RingCentral for more information.


Click on links below to learn how to add members to a Call Queue group.

Steps for a Call Queue Manager
Steps for the Administrator


Steps for a Call Queue Manager


1. Log in to the RingCentral Online account.


2. Go to Settings > Call Handling & Members

Settings - Call Handling & Members


3. Click Add Call Queue Member.

Call Queue Manager - Add Call Queue Member


4. Select the members that need to be in the Call Queue group, then click Done.

Add Call Queue Member - Done


5. Click Save.

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Steps for the Administrator


1. Log in to the RingCentral Online account.


2. Go to Phone System > Groups > Call Queues.


3. Click the name of the Call Queue group where the members need to be added.

Admin - Select Call Queue group


4. Click Call Handling & Members, then click Add Call Queue Member.

Admin - Add Call Queue Member


5. Select the members that need to be in the Call Queue group, then click Done.

Add Call Queue Member - Done


6. Click Save.

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Remove Members from a Call Queue group

Steps for a Call Queue Manager
Steps for the Administrator


Steps for a Call Queue Manager


1. Log in to the RingCentral Online account.


2. Go to Settings > Call Handling & Members

Settings - Call Handling & Members


3. Click Delete across the member/s that need/s to be deleted. Click Save.

Delete Members - Save


Steps for the Administrator


1. Log in to the RingCentral Online account


2. Go to Phone System > Groups > Call Queues.


3. Click the name of the Call Queue group where the members need to be deleted.

Admin - Select Call Queue group


4. Click Delete across the member/s that need/s to be deleted. Click Save.

Delete Members - Save



See Also

Groups Overview
Call Queue - Set Up Call Handling for Business Hours and After Hours | RingCentral 
Call Queue - Overflow Call Queue Overview | RingCentral  

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