Managing a call queue in the RingCentral Admin Portal and mobile app
Call queue managers can be assigned one of the following permissions:
- Full accessmanagers can edit all settings (administrative & operational).
- Member Managementmanagers can edit group members, change member availability status, listen to voicemails, and view all other settings.
- Messagesmanagers can listen to call queue voicemails and return missed calls.
- Member Management with Call Forwardingmanagers can perform all of the functions of Member Management managers and can forward queue calls to other extensions, numbers, or announcements.
- Messages with Call Forwardingmanagers can perform all of the functions of Messages managers and can forward queue calls to other extensions, numbers, or announcements.
- Call forwardingmanagers can forward queue calls to other extensions, numbers, or announcements.
Admins can assign up to 50 managers per call queue. There must be at least one manager with full access permissions in the queue.
Where do you want to manage a call queue?
How to manage a call queue in the RingCentral Admin Portal
- Sign in to Admin Portal.
- Click on theCall Queue Managementbutton in the top right of the homepage.
- Click the queue you want to edit.
Read Configure a call queue for more information.
Remotely change member availability
When queue members are out of the office or forget to change their availability status, administrators and queue managers can now remotely change member availability, so calls are routed to other (available) members.
- Sign in to the Admin Portal.
- Click theCall Queue Managementbutton in the top right.
- SelectSettings > Call Handling & Members.
- UnderPrimary Members, slide the toggle on or off in theMember StatusandQueue Statuscolumns.
- ClickSave.
Status Controls
- Member Status: Controls a member’s availability to answer all queue calls.
- Queue Status: Controls a member’s availability to answer calls in a specific queue.
- Ring Member: Indicates if the member is available to answer calls from a specific queue.
Allowing members to change queue status
To improve reaction time for peak call hours, allow members to change their queue status in the RingCentral desktop, web, and mobile app.
- Sign in to the Admin Portal.
- Click theCall Queue Managementbutton in the top right.
- SelectSettings > Call Handling & Members.
- Click the dropdown arrow underAllow members to change their queue status.
- ClickAllow.
This allows your members to help answer calls when the queue is busy.
Forward all queue calls
Forward all queue calls lets you forward queue calls during a holiday, closure, or emergency. You can route incoming queue calls to voicemail, an announcement, or another extension or group. You can also create a custom schedule to forward queue calls.
- Sign in to the Admin Portal.
- Click theCall Queue Managementbutton in the top right.
- Click the toggle on next toForward all queue calls.
- UnderWhere would you like to forward your calls?, select an option.
- Announcement: Play an announcement before ending the call.
- Voicemail: Send missed calls directly to voicemail so callers can leave a message.
- External number: Forward the call to another phone number.
- A specific user: Send calls to a selected user.
- Multiple users - call queue: Send calls to users who belong to a group. Callers wait in a queue until answered or the wait time expires.
- IVR menu: Send calls to a customized menu that prompts callers to press keys to connect to extensions, call queues, announcements, the dial-by-name directory, and more.
- Delegated line: Send calls to multiple users who share the same number.
- Shared line: Send calls to multiple phones that share the same number.
- Announcement-only extension: Send calls to an extension that plays a recorded message of your choice.
- Message-only extension: Send calls to a selected voicemail box where callers can leave a message.
- Limited extension: Send calls to a common area phone that's not tied to a specific user. For example, a hot desk phone or a phone in a conference or break room.
- Check the box next toSpecify start and end datesif you want to set a specific timeline for forwarding call queue phone calls.
- ClickSave.
