Call Queue: Ability for Admin/Queue manager to log user in/out of queue

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It would be helpful to allow an Admin to log an absent user out from a queue if they forgot to log out.
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Catrin

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Posted 4 years ago

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This reply was created from a merged topic originally titled Ability to change users call queue status as a manager.

Ability to change users call queue status as a manager
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Payden Pringle

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This feature, along with the ability to override a user setting themselves to simply not accept queue calls, is very important for our daily usage of RingCentral.
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Jerad VanDerBeek

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We'd also like to see the ability for admins to change the user's presence as well as their availability to the queue. Thanks!
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Dan Lonero

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This needs to be accepted and implemented ASAP.  4 freakin years?!?!?!!
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Daniel Carrion

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Still waiting for this....
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Joshua Darrin

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I am shocked that this does not exist. This is call queue management 101. Here is my example provided to support: If one of our agents falls down the stairs, we'll be sure to ask them to change their status before the ambulance arrives.

The only work around is credential sharing - which, of course, means we cannot attain the security compliance we seek - which is one of the reasons we chose RC. Amazingly disappointed.
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Nick Mawji

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It’s been 4 years and ticking. How long does it take to implement this? Glip doesn’t show presence. HUD is not available in RingCentral Phone. All partial implementations.
For once I want RingCentral to implement a functionality that covers everything from A to Z.
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Joshua Darrin

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For those searching for a more reasonable work around. Having the manager delete someone from the queue and then add them back in is a better work around than credential sharing. That one was just given to me. Still ridiculous - but better than sharing creds by far.
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JR

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But this would become a person's full-time job with large teams. It would be so easy to pre-establish an agent's schedule so that his/her presence on the queue is in direct connection with that. Imagine having to manually remove people when they go on lunch or their breaks and be on alert mode to put them back.
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Joshua Darrin

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Certainly not going to argue that - I did say it's ridiculous :-)

But if you're looking for an alternative to credential sharing, it is an option.

Let's be real - they're all bad options - like picking your poison.
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Lee L

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We've been using this in my office https://www.ringcentral.com/apps/bridge-operator-console click around and you can see how you can take people on and off queue and see if they are on or off.  It has a free trial but after that it is pay per manager using it.  We are still in the trial and only use it for the call queue monitoring features.
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Joshua Darrin

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Hmmm - Not wanting to spend more $$, but it does solve the problem and adds some stuff I know our queue manager would love
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Nick Mawji

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Doesn't work for me
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Joshua Darrin

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FYI - Cost is steep - $99/user per month - That's close to non-starter for our org

Took me a minute to find it - I am in as a super admin - Have not tested other roles - Here are my steps

- Groups (right top)
- Call Queue
- Select Call Queue 
- Click the People Icon in the screen that pops out from the left
- Click the person 
- Under Admin Tools | Stop Taking Queue Calls

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Nick Mawji

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$99 on top of paying the monthly subscription to RC. That's steep. This is a must have and it has been on their radar since 2014. Why not get it done?
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Dean Rogers

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This should be very basic by now. I should be able to click on a group and suspend a member who is away.
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JR

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You can, by removing the member/agent from the queue (permanently or temporarily). It's the other way around the issue, that the agent has the ability to decide whether to be or not on the queue, without the manager knowing.
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Nick Mawji

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Why remove and add? Why can the Admin just do this from the backend? It's a lot of hassle.
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JR

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It's either that or rely on the actual agent getting him/herself out of the queue (and then back in). At the end of the day, it should be a simple action only doable by either the group's manager and/or the super admin.
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S. Maharaj

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This is a something that all super admins should have the ability to do via the softphone app. 
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Devane

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On this same topic we should be able to doubleclick an agent and change their status to any away status "lunch", "meeting" or log them out of a queue. 
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Dan Lonero

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Since RingCentral won't implement this, would be nice if someone could just make this for us and add it to the app gallery.  The developer guide looks super simple for call queues:  https://developers.ringcentral.com/guide/call-management/manual/call-queues
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Elyse

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agreed that it would be super helpful to manage agent status from the admin/super admin role in the "office" product. 


accept queue calls setting: often the answer to "why isn't my phone ringing?" is that the agent has turned off their queue calls in the service web portal (with or without intention...who knows!!) but i can't see this myself and need to rely on the user or the support team to check in and change the setting. 

ability to see who is logged in/out: this would be great in general, i'd like to see a live/current list of logged in users somewhere in the admin panel. we'd also like to be able to report on the agent log ins and log outs.