RingCentral Account Management - Call Queue Managers and Individuals

Part of a winning strategy is managing your RingCentral call queue and personal account settings for maximum functionality. There are a few ideas to consider to enhance the system experience for everyone. 

Queue Managers can control almost all aspects of a queue, including ring times, business hours, wait times, voicemail greetings during and after hours, as well as the audio callers hear while holding or connecting. There are two articles in the TWU Knowledge Base with overview as well as step-by-step instructions for queue managers to make the most of this awesome tool!

RingGroups & Call Queues in RingCentral - Overview and general information  

RingCentral Call Queues 101 - Step-by-Step instructions for queue managers to 

  • Add and remove people in the queue
  • Wait times
  • Answering calls on PC or mobile app
  • Viewing queue activity
  • Modify settings of business hours or voicemail -both during and after hours
  • Modify settings of greeting and hold music
  • Modify the audio callers hear on hold and while connecting

The best knowledge about a call queue is to experience the call queue from the user’s perspective. Call the number from a cell phone. What do you hear? What do you experience? This perspective provides valuable information about what settings could be adjusted for a better experience. 

As always, after modifying the settings, call again to verify the call queue is functioning as expected. RingCentral allows call queue managers and individuals to manage their own account settings for maximum benefit. 

See Recording custom greetings in the RingCentral online account

For additional support, contact the Technology Service Desk at 940-898-3971, servicedesk@twu.edu,techchat.twu.edu, or submit a request through the Technology Service Catalog.

Print Article

Details

Article ID: 145838
Created
Tue 8/16/22 10:58 AM
Modified
Wed 8/17/22 4:36 PM

Related Articles (7)

RingCentral allows call queue managers as well as individuals to modify account settings for maximum functionality.
RingCentral provides options to determine where calls are routed. RingCentral allows separate voicemail greetings for during and after hours, if business hours are set.
Presence enables you to detect the phone status of your colleagues and display on your desk phones or RingCentral App. You can set user presence in RingCentral App (HUD) or RingCentral online.
RingCentral app statuses allow you to communicate your activities to your co-workers and are completely customizable and specific about your activities.
RingCentral features voicemail. Messages can be checked from the desktop, mobile, or web app.
RingCentral users have the option to monitor phone calls for colleagues. HEADS UP: When someone changes their extension, Presence will need to be updated.
RingCentral offers two options for groups of individuals to assist with answer a "mainline" for a department: RingGroups and Call Queues.