11/02/17 18:27 PM  

Setting Up a Call Queue group

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SummaryHow do I update the number of group members? How do I add members to an existing call queue group? How do I remove members from a call queue?
Details
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.

The following topics are discussed in this article:

Creating a Call Queue group 
Activate and Setup a Call Queue group
Adding members to an Existing Call Queue group
Removing members from a Call Queue group

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

Creating a Call Queue group

Step 1:

Log in to your RingCentral Online Account as an Administrator.

Step 2:

Go to Phone System > Groups. On the Call Queues tab, click the New Call Queue button.

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Step 3:

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

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Step 4: 

Select the Call Queue members from the list. Tick the checkbox on the members you want to add then click Save.

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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. To set up a password for the Call Queue group, scroll down or go to Activate and Setup a Call Queue group.

Activating a Call Queue group (Express Set-up)

Step 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. 

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

Step 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 upper case letter or special character (!,@,$,#)
• Length 8-32 characters

Step 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

Step 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 Criteria
• 5 or more characters

Step 5: 

You will be logged in automatically to the Call Queue group's online account. To set it up, go to Settings, and then click on the Call Queue group's name. 

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You will be able to configure the following settings: 

User-added image1. Group Name - This is the Department or Call Queue group's Name
2. Record Call Queue Name - Use this option to ensure the group name is pronounced correctly by the system operator. You can spell out the name the way it sounds to help the operator, or you can record the name in your own voice and use it for announcements instead. For more information, go to Recording Custom Greetings for a Call Queue.
3. Company Name - This is the name of the company where the Department or Call Queue group belongs to.
4. Contact Phone - This contact number will be used to contact you if we need to verify your identity.
5. Manager Email - All important emails (security notices, and the likes) for the group will be sent to the Manager's email.
6. Address - Enter a business contact address exactly the way you would want it to display on a fax cover page sent to customers. Leave it blank if you don't want to display an address at all.
7. Call Queue Hours - Use this to configure the Call Queue group's Hours of Operation. For more information, go to Updating the Call Queue Hours and Regional Settings
8. Call Queue Members - Use this section to configure the Call Queue group's members. For more information, go to:
Adding members to an Existing Call Queue group
Removing members from a Call Queue group
9. Overflow Call Queues - Use this to enable, create and manage overflow Queue. For more information, go to Overflow Call Queues.
10. Call Queue Password - Use this to manage the Call Queue group's password.
11. Service Level Settings - Use this to configure the Call Queue group's Service Level Settings. This setting is only available for RingCentral Office Ultimate users
12. Regional Settings - Use this to edit the Time Zone of the Call Queue group. For more information, go to Updating the Call Queue Hours and Regional Settings.
13. Status - Use this to Enable or Disable a Call Queue group. You need to Disable a Call Queue group before you can delete it (if you do not need to use the Call Queue group in the future).  

Service Level Settings

For RingCentral Office Ultimate users, You may configure this setting to set up the Call Queue group's Service Level Settings.

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Service Level Target (%) - The target percentage of calls that must be answered by agents within the service level time threshold.
Service Level Threshold (seconds) - The period of time in seconds that is considered to be an acceptable Service Level. A call within this time period will be marked as "within Service Level", while calls of longer duration will be considered as "outside of Service Level". Doesn't include time in IVR.
Include abandoned calls - Includes abandoned calls into Service Level calculation. Abandoned calls represents calls when callers hanged up prior to being served by an agent.

Abandoned Calls threshold (seconds) - Abandoned calls that are shorter than the defined period of time in seconds will not be included into the calculation of Service Level. Zero value means that abandoned calls of any duration will be included into calculation.

NOTE: To meet your Call Queue Group's Service Level target when there's an increase in call volume, you can configure Overflow Call Queue. For more information, go to Overflow Call Queues.

Resend Welcome Email

If the Call Queue Manager did not receive the Welcome Email from support@ringcentral.com to set up the Call Queue Group that you created, follow the steps below to Resend the Welcome Email

Step 1:

Log in to your RingCentral Online Account as an Administrator.

Step 2:

Under Phone System, click Groups. On the Call Queues tab, select the Call Queue that you want to set up.

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Step 3:

Click the name of the Call Queue group.

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Step 4: 

Click Resend Welcome Email.

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Alternatively, you can click on Resend Invitation on the selected Call Queue that you want to set up.

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

Adding members to an Existing Call Queue group

Step 1:

Log in to your RingCentral Online Account as an Administrator.

NOTE: You can also log in as the Call Queue Manager. 

Step 2:

Steps for a Call Queue Manager

Click Settings, and then click on the name of the Call Queue group. 

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Click here to proceed to next step

Steps for an Administrator

Under Phone System, click Groups. On the Call Queues tab, select the Call Queue that you want to set up.

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Step 3:

Click the name of the Call Queue group.

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Click Call Queue Members.

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Step 5:

Select the Users that you wish to add to the Call Queue group's member list. Tick the checkbox for the members you want to add.

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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 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.

Step 6: 

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

NOTE: 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. For more information, go to Overflow Call Queues, or continue below.

Overflow Call Queues

The Overflow Call Queue feature is available to RingCentral Office Premium and Office Ultimate plan users. This feature enables Call Queue Managers and Administrators to re-use existing call queue groups for extending a call queue while preserving policies of the primary call queue group such as: 

• Call Handling Timers
• Greetings
• Voicemail
• After hours setting

Calls to a Call Queue with overflow are handled as an extended single Call Queue. When enabled, all calls are offered first to any available agent in the primary call queue. When all members of the primary queue are in an active call, incoming calls to the primary queue will spill-over to the overflow queue.

NOTE: When all members of primary and overflow queue are unavailable, the call will be handled as per policy in call handling of the primary queue. The members in overflow queue will always be called on Rotation sequence. 

IMPORTANT: You can only enable Overflow Call Queue if your primary Call Queue is set up with Rotational or Fixed Call Handling policy. To set up a Call Queue group's Call Handling settings, go to Setting Up Call Handling for Business Hours and After Hours of a Call Queue group

To enable and configure a Call Queue group's queue overflow settings, follow the steps below: 

Step 1:

Log in to your RingCentral Online Account as an Administrator.

NOTE: You can also log in as the Call Queue Manager. 

Step 2:

Steps for a Call Queue Manager

Click Settings, and then click on the name of the Call Queue group. 

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Click here to proceed to next step

Steps for an Administrator

 Under Phone System, click Groups. On the Call Queues tab, select the Call Queue that you want to set up.

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Step 3:

Click the name of the Call Queue group.

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Step 4:

Click Overflow Call Queues.

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Step 5: 

Toggle the switch to enable Send Call to Overflow Queue. When the toggle is Blue, it means its Enabled. When the toggle is Gray, it means its Disabled. Select the queue that you wish to add to the Overflow queue. Use the arrows in the box to move the highlighted information from left to right.

NOTE: You can select up to 3 queues maximum.

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Step 6: 

You can change the Priority clicking on the arrows to change the Order. Click Save.

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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.

Step 7: 

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

Removing members from a Call Queue group

Step 1:

Log in to your RingCentral Online Account as an Administrator.

NOTE: You can also log in as the Call Queue Manager. 

Step 2:

Steps for a Call Queue Manager

Click Settings, and then click on the name of the Call Queue group. 

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Click here to proceed to next step

 

Steps for an Administrator

Under Phone System, click Groups. On the Call Queues tab, select the Call Queue that you want to set up.

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Step 3:

Click the name of the Call Queue group.

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Step 4:

Click Call Queue Members.

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Step 5:

Select the Users that you wish to remove from the Call Queue group's member list. Uncheck the checkbox for the members you want to remove and then click Save.

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Step 6: 

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

 

See Also:

Groups Overview
Setting Up Call Handling for Business Hours and After Hours of a Call Queue group 
 

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