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tyler-tullock avatar image
tyler-tullock asked ·

Call Queue: best way for users to add/remove themselves when arriving/leaving from work?

What is the best way for 4 customer service reps to add and remove themselves from queue when arriving and leaving work for the day?

Also we are recording all incoming calls for quality assurance. We only want Admin to be able to listen to these recordings.  Any ideas?

Thanks,

Tyler

call queue
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Morning Tyler, I would just use the DND feature.  When you leave for day put phone on DND then system will  NOT deliver calls.  Same for going to bathroom ETC.

That is the best way

Chuck
Certified Ring Central Installer

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This does not work.  
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mike avatar image
mike answered ·
Hi Tyler,  I agree with Chuck.  DND will be the easiest, unless you want to go into the call handling and forwarding rules and edit hours, add rules etc. but DND will be the easiest. 

Also, regarding the call recordings. Right now the users will have access to listening to the recorded calls.  I can't promise or guarantee any sort of ETA, but there's a chance that this could come in the future at some point. We recently added a "Super Admin" to the account and plan to build other controls and permissions around it in the future. 

Mike 
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tyler-tullock answered ·
Thanks Chuck and Mike.  So I really value the reports. Especially the Avg. calls per hour.  If someone puts their phone in DND will that report take that into account?  Or will that skew the report as if they were answering phones 24 hours a day???  Thanks so much!

Tyler
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Hi Tyler,  I'm doing some research on this one for you. I'm not sure off hand if the DND (unavailable time)  is subtracted from total time or not. I'll update this thread when I hear back. 

Meanwhile, you may want to visit, and post special reporting requests to this thread:  Please provide more advanced reporting options.

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Thanks and will do!
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Matthew McBride avatar image
Matthew McBride answered ·
This reply was created from a merged topic originally titled Call Queue: individual users in/out of queue.

Our company employs outside customer service reps who use a deskphone along with the RingCentral app for windows.  We currently have one group and thus, one queue.  Like your competitor, we would like the ability to allow each user (CSR) to log in and out of the queue without requiring Admin.

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rhonda answered ·
Could you please explain the steps to doing this? Or is there a way as an admin in Ring Central I can make turn off their accept call queue calls for them if they forget? 
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The user would select on their phone number/green dot at the top right corner, then select Accept Call Queues to either ON/OFF. 

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Right, they do this, but for the times they leave and forget to turn it to off what can I do as an admin to get them off the queue besides removing them from all of their queues, not an option, or getting on their computer as them and doing it myself? 
Thanks 
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The most efficient way is setting up their User Hours to reflect their work schedules, so that the system recognizes them as "after hours" and doesn't route the call to them through the Queue.  
The Admin cannot set their DND to ON/OFF. 
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Okay, that helps some. As long as in their time zone when it is 5pm and that is the end of the day for their user hours but it is still only 4pm for any of their other queue groups they belong to it will not ring at their phone. 

But you are saying there nothing we can do if they leave during their user hours or are off for a day but forgot to turn off the "accept call queue calls" there is nothing we can do. 

Also, we did not teach them to use DND, that was not really part of our training we received, is that a smarter easier way for the call queue people? 

Thanks 
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If they are off (vacation/sick) and Advanced Rule can be set for that specific date range. 

If they leave early, they should set Desktop App to OFF for Accept Call Queues (image above).  They just will need to remember to turn it back ON the next morning. 
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kelly-wills answered ·
Would like ability on a user level to set specified date/times to automatically "Accept call queue calls".  Ref Support Ticket #05028459
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creating new Idea topic Please reference the new conversation here: Give users ability to remove themselves from call queues.
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andrew-bockholt avatar image
andrew-bockholt answered ·
When an agent is logged in on DND the calls still hit them for 7 sec . If I have 5 agents on DND and one free one...it may hit all 5 that are on DND and the call gets extended bouncing around the room. When I try to remove the agent logged in overnight I have disabled and removed the day from their hours and on separate occasion I have also deleted them from the Group, but it still takes 10-30 minutes for them to disappear, it is not immediate. According to InContact this is old and antiquated way it should be immediate, of course that may just be a way to get us to purchase their expensive Call Center software. 
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nathan-malone answered ·
Hello Matthew,

If the Users just need to log themselves in and out of the call queue you can set a password for that call queue and give it out to the Users in the queue. They can then log into the call queue can take themselves out of the rotation.

That way they can make changes to the call queue, but will not be able to access any other admin functions.

Nate Malone
Tier 2 Technical Support
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