Call Queue ringing extensions that arent logged in

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Hi, 

We have set up a call queue with 16 extensions (each has a Premium license) and we are in the UK (if that makes a difference).  

Of the 16 users, only 4 or 5 are on shift at any one time. So, there are only ever 4 or 5 of the extensions in the queue active at any one time. If we dial in on the IVR, and select the technical support option (1) it rings the call queue, but it is ringing all 16 extensions, including those of users who are here (and therefore aren't logged in.) 
This means that there are long periods where none of the logged in phones are ringing, even though there are 4 users sitting at their desks and available, because the inbound call is ringing on the extension for someone who is not here. 
So my question is a simple one. Who should I set up Ring central so that calls passed from the inbound IVR only ring extensions in the Technical Support Group who are actually logged in? Is a call queue the right way to do this, or is there another / better way. Any help would be greatly appreciated.

Thanks.
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Ben W

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Posted 6 months ago

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Stephen T, Employee

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Official Response
Hi Ben! If users are logging in through the RingCentral Desktop application, they will have the option to turn off 'Accept call queue calls' through the application. This can be done before they log off through the status bubble in the top left of the application. Under Member Availability for that call queue in the Admin Portal, that user will show as 'Unavailable'

(Edited)