RingCentral Call Queues 101

Call Queues are groups of Users or Extensions which receive queue calls to be answered by the next available member of the group. Calls are distributed one at a time to the people in the queue.

Answering Queue Calls

Use your settings to manage your availability to accept queue calls. Queue calls will be sent to your RingCentral phone like any other call.

On the Desktop App

1.  Open the RingCentral Desktop App
2. Click your icon/photo in the upper-right
3. Be sure the slider next to Accept Queue Calls is blue (active)
4. To deactivate queue calls, move the slider to gray

On the Mobile App

1. Tap on your profile picture/avatar (for iOS) or the Menu icon (for Android)
2. Ensure that your status is set to Available which is denoted with a green circle on your avatar. If needed, tap on the pencil icon to change your status.
3. Tap on the Accept queue calls toggle switch to enable it.
4. If applicable, select the call queue(s) where you want to receive calls from

In the Online Account (for Desk Phone Users)

1. Navigate to service.ringcentral.com
2. Click your Name at the top
   • To accept queue calls, select Take all calls
   • To not accept queue calls, select Do not accept queue calls
   • To block all calls, select Do not accept any calls

View Queue Activity in Real-Time

Live Reports

1. In the RingCentral Desktop app, click the Analytics icon on the left or navigate directly to analytics.ringcentral.com. Note: you will need to have a specific role in RingCentral to access analytics. IVR and queue managers with high volume queues (> 20 calls per day) will have this access by default.
2. Click Live Reports on the left.
3. View available dashboards or
4. Create a new dashboard:
   1. Click the + sign to create a new dashboard.
   2. Name the dashboard and choose if the new board will be Private or Public.
   3. Click the + sign in the circle to add a widget. About widgets.
   4. A recommended setup would be Agent Details (queue member statuses and daily activity info) and Queue Monitor (calls waiting, active, and incoming).
   5. Select the widget and give it a name, then choose the specific queue and other details.
   6. Click Save to continue. Add another widget if you like.

View the dashboard in real-time by navigating to https://analytics.ringcentral.com/full/live-reports/ and selecting the Dashboard. Texas Woman's has a limited number of dashboard licenses and these will only be made available to IVR and queue managers with high volume queues.

View Queue Member Availability with RingCentral Phone HUD

Because our dashboard licenses are limited, we encourage queue managers and queue members to download and use the RingCentral Phone app for desktop, rather than the RingCentral Desktop app recommended for general use.

• Download RingCentral Phone for PC
• Download RingCentral Phone for Mac

Key Benefits & Features of HUD

• Single interface to manage incoming calls and presence from RingCentral Phone.
• View up to 100 user extensions' real-time presence status.
• Visibility of the currently active calls
• Ability to pickup incoming calls on behalf of other extensions.
• Quick transfer and conferencing.
• Easy list management: add, delete and re-arrange extensions (drag and drop) in the HUD list.
• Automatically synced across RingCentral Phone and desk phones.
• Search contacts within HUD.

With the RingCentral Phone HUD, you can monitor your colleagues' calls with additional functionalities such as whisper, barge, takeover. Set up your account's presence, and call monitor permissions to utilize Call Monitoring for the RingCentral Phone HUD. For more information go to Call Monitoring - Head-up Display (HUD) - Monitor a Call

After installing and logging on (using Single Sign-on), follow these instructions to set up your Heads Up Display (HUD).

Manage a RingCentral Call Queue

For anyone managing multiple call queues, select a specific call queue to manage. Each call queue must be managed individually. 

Access the Queue Settings

1. Navigate to service.ringcentral.com
2. In the upper right, select Call Queue Management
3. Select Settings

Repeat these steps for each item below, if needed.

Setting Business Hours

1. In the queue settings, select Call Queue Details
2. Select the Settings option at the top
3. Click Edit under Business Hours
4. Make edits
5. Click Save

Queue Voicemail Settings

1. In the queue settings, select Messages & Notifications
2. Select Settings
3. Click Edit under Notifications to review/change the email address that will receive voicemail messages
4. Click Save if changes are made
5. In the queue settings, select Call Handling & Members
6. Select After Hours at the top
7. Under How to handle calls during after hours, choose Send Callers to Queue Voicemail (this is the queue manager's choice; voicemail doesn't have to be selected)
8. In the queue settings, Select Messages & Notifications
9. In the Business Hours tab, Edit the Voicemail greeting
10. If you accept voicemail after hours, use the After Hours tab to edit that message
11. Use Settings to turn on transcription for voicemail messages

Setting Up Queue Members

1. In the queue settings, select Call Handling & Members
2. Choose how to Route calls to members
   • Rotating: Ring available members one at a time based on who has been idle the longest.
   • Simultaneous: Ring all available members at the same time. Maximum: 10 members.
   • Sequential: Ring available members one at a time in the configured order.
3. Choose the Number of rings before trying next member
4. Choose After call wrap-up time (Time delay between calls, before another call will be offered to member. Recommended for service center call queues only.)
5. Under Primary Members, you may reorder members, delete members or click +Add Member to add a member to the queue (search, select, and click Done)

Setting Holiday Hours, Weather Closings, or other 

1. In the queue settings, select Call Handling & Members
2. Select Custom Rules at the top
3. Click +Add Rule
4. Give the rule a name (e.g. Labor Day 2021)
5. Click Next
6. Select Date and/or Time
7. Choose the start and end dates and times using the calendar and arrows
8. Click Next
9. Select action to take when incoming calls match this rule, which likely either be
   • Take Messages only (send callers to voicemail)
   • Play Announcement only (Play a pre-recorded announcement and end the call afterwards)
10. Either way, choose the greeting that will play
11. Click Save
12. Verify that the rule is Active

Optional: Greeting & Hold Music

1. In the queue settings, select Greeting & Hold Music
2. Choose to enable/disable a greeting or music
3. Click Edit to choose from provided options or Custom and upload/record a greeting
4. After Hours will select a greeting to play outside of business hours

Learn more in this RC recorded webinar.

Analytics

RingCentral provides access to Performance Reports. The Performance Report does not provide data on ring groups or virtual extensions.

Access the Performance Reports: Log in to your RingCentral Online account. Navigate to Admin Portal > Analytics > Performance Reports.

Learn more about RingCentral Performance Reports.

Note: Analytics portal stores data for only 6 months. This includes Performance reports and KPI metrics.