News & Announcements User Community Developer Community

Welcome to the RingCentral Community

Please note the community is currently under maintenance and is read-only.

Search
Make sure to review our Terms of Use and Community Guidelines.
  Please note the community is currently under maintenance and is read-only.
Home » Users
Add extension to call queue after hours only
Tags: call queues, extension
Jan 22, 2019 at 5:48am   •   1 replies  •  0 likes
dena-campasano

Hello,


I am trying to do something a bit unconventional and I cannot locate any documents on how to achieve this.


We have a group queue for our IT Service Desk that contains 3 members during the day. If a user leaves a voicemail, it goes into our Service Desk ticketing queue.


After hours, we have an on call rotation that is not always one of those 3 people. We switch out 1 person every week, and we don't want that person to receive calls from the Service Desk queue during the day.


Is there a way to achieve adding one person to the call queue but only after hours?


We do not want conditional forwarding or connect to extension because we still need voicemails to go into our Service Desk ticketing queue and not directly to the on call person's voicemail.


Right now I am adding this person to the queue every day at 5pm and then removing them at 7am. Hoping there is a better way that I'm not aware of.


Thanks!

1 Answer
answered on Jan 22, 2019 at 7:18am  
Maybe setup an 'after-hours' second call queue with the extra person in it - then you can just add/change the person once a week in that queue.

Use advanced rules to have your calls go to the 'after-hours' call queue.

In the 'after-hours' call queue notifications settings, you can set that all notifications (voice messages) get sent to the main call queue extension.

 1



A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

PRODUCTS
RingEX
Message
Video
Phone
OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility
QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales
© 1999-2024 RingCentral, Inc. All rights reserved. Legal Privacy Notice Site Map Contact Us