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Call Queue: best way for users to add/remove themselves when arriving/leaving from work?
Tags: call queue
May 6, 2015 at 7:13pm   •   8 replies  •  0 likes
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?



8 Answers
answered on Jan 16, 2019 at 4:47am  
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 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. 

answered on Sep 26, 2016 at 12:18pm  
Would like ability on a user level to set specified date/times to automatically "Accept call queue calls".  Ref Support Ticket #05028459

answered on Aug 8, 2016 at 1:05pm  
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? 

answered on Mar 31, 2016 at 2:56pm  
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.

answered on Jul 29, 2020 at 7:23pm  
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

answered on May 7, 2015 at 1:00pm  
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!


answered on May 7, 2015 at 7:38am  
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

Certified Ring Central Installer

answered on May 7, 2015 at 7:51am  
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. 



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