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Configuring call queue management in the RingCentral
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Call Queues are groups of Users or Extensions that receive calls to be answered by the next available member of the group. A Queue overflow can be enabled to extend your call queue. Learn more about the features and limitations of Call Queues.
Aside from managing your call queues via the Groups settings, admins can also easily view and modify call queues via the Call Queue Management settings in the RingCentral mobile app.
Note: Adding a new Call Queue group can only be done by an administrator using the RingCentral admin portal.
Finding your Call Queue Management settings
1. Depending on which device you’re on:
a. For Android devices, tap your profile menu at the top left.
b. For iOS devices, tap your profile photo at the top left.
2. Tap Admin tools.
3. Tap Call queue management to view all your call queue groups.
Managing business and after hours
- 1. Navigate to Admin tools via your profile menu.
- 2. Tap Call queue management.
- 3. Tap on the call queue group you want to manage.
- 4. Tap Manage Hours to modify your call queue’s operating hours.
- 5. Tap Business Hours to select how you want to handle incoming calls. Choose between 24 hours or specified hours.
- 6. Tap After Hours to modify how you want incoming calls to be handled during after hours.
Managing call queue group members
- 1. Navigate to Admin tools via your profile menu.
- 2. Tap Call queue management.
- 3. Tap on the call queue group you want to manage.
- 4. Tap Members Availability to view your members’ availability.
5. Tap Manage Members.
- 6. Tap Edit Primary Members to select the members of the Call Queue.
7. Tap Save on the upper right.
Manage Custom Rule Status
You can only enable or disable existing custom rules in the RingCentral mobile app. To add or modify a custom rule, login to your RingCentral online account.
1. Navigate to Admin tools via your profile menu.
2. Tap Call queue management.
3. Tap on the call queue group you want to manage.
4. Tap Custom Rules.
5. Toggle on or off the custom rule that applies.
Managing Member Status
1. Navigate to Admin tools via your profile menu.
2. Tap Call queue management.
3. Tap on the call queue group you want to manage.
4. Tap Manage Member Status to view and modify your members’ availability.
5. Toggle on or off the Member Status and Queue Status under, depending on the status you want to change.
Status Controls
- Member Status: Controls a member’s availability to answer queue calls.
- Queue Status: Controls a member’s availability to answer calls for the selected queue.
- Ring Member: Indicates if the member is available to answer calls from the selected queue.
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