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Mitch Milleville avatar image
Mitch Milleville asked ·

How to Create a True Call Queue?

How can I create a true call queue where the user is placed on hold until an agent is off the phone? For example, it seems the only thing I can find right now is it will ring a list of phones, but if someone is on the phone, but busy with another customer, it will ring through to the next person until it runs out. Then it sends the user to voicemail.

How can I make it call everyone, but if someone is on hold, wait until that person is off the phone to connect the call, not immediately send the call to voicemail.

This seems to be how most fortune 500 companies run their customer support departments.
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Have you created a call queue?  They exist with all Ring Central office tiers.

It is under groups and not Users

Let us know

Thanks

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com


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Steven Lemon avatar image
Steven Lemon answered ·
If an answer comes for this one, help ME understand why this is a problem. What it the purpose of having all those phones in a group if the caller has to wait when the first one is busy? I have enough trouble just getting the calls to advance if the first person is busy, on hold or in the toilet.
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mike avatar image
mike answered ·
Here's a Call Queue Overview video. 
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john1234567 avatar image
john1234567 answered ·
Yes. I don't understand why there is the option of fixed order, simulatenous rings, or rotation if the calls is suppose to go to the next available person?
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Hi John, There are a variety of reasons that someone may want to forward the calls in different ways. It could be that the admin may want calls forwarded to certain people based on a skill set, management level, etc. If you are unsure what the best method is, you are welcome to explain your situation in more detail here and we'll do our best to assist, and of course you are always welcome to contact your account manager and discuss over the phone as well. 

Mike 
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Mitch Milleville avatar image
Mitch Milleville answered ·
In my original message, I was more considering the situation where say you have 3 agents and all 3 of them are currently on the phone. If someone calls in, it will not wait for one of the agents to complete their current call, but send the caller to voicemail.
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