question

weinberg asked · Nov 20, 2017 at 10:27 PM

Setting Custom Hours for users who is in a call group

Hello,
I cant believe this is actually how Ring Central would work. Poor program if so...

We have a call group set up for 24 hours. We have users in the group who have custom hours. Lets say Joe works 9-5, we set his custom hours on his user to 9-5.

When setting this up, Joe can receive direct calls 9-5 to his exstention, but not call group calls since he is "unavailable".

When I called support, they said that if a user has custom hours, they are unavailable for call groups.

Why? Shouldn't ring central be smart enough to allow calls from the call group during his custom hours? This makes call groups pretty worthless to us as users do not want calls to their extension during off hours.

Anyone know a good work around?

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saadet.swift answered · Nov 20, 2017 at 10:39 PM

Hello WEINBERG,

I want to verify, you're referring to Call Queues, correct?

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weinberg answered · Nov 29, 2017 at 12:30 AM

Yes, that is correct.

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chris-duquette answered · Nov 29, 2017 at 01:25 PM

not sure how it would work since you have the hours set for each user, its made to not send calls through to that extension past those hours, which is what its doing if i read your issue correctly.

So in short hand if your working 9-5 you should be able to get calls either direct or queues. Once you're outside that window i'm not sure how you'd get just 1 set of calls.

Hopefully a tech from RC can chime in with some direction.

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J.B. Ferguson answered · Nov 29, 2017 at 02:16 PM

Weinberg,

It works fine here. To test it I changed our one sales call queue from 8a-5p to 24 hours. I am a member of that queue and I have custom hours. I show as available for the queue and when a call comes in to the queue, both my desk phone and my RIngCentral mobile app ring. It worked even when I changed the call queue back to the 8a-5p custom hours.

If you are talking about accepting queue calls on the RIngCentral mobile app, make certain that Accept Queue Calls is enabled in the settings. Whoever in support advised you of that was incorrect. Have you tried it and it doesn't work or are you just asking a question based on information you've read or been told?

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saadet.swift answered · Nov 29, 2017 at 04:12 PM

Hello WEINBERG,

I just tested this on my Test Account and had no issues. I set my Call Queue to 24 hours and set one of the members to custom hours for MST. The member showed as available during his business hours (based on his extension) and as unavailable when it was outside of his business hours.

If you'd like to share with me the Call Queue Extension number and the extension number of the User, I would be more than happy to take a look and make sure things are set up properly :)

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