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 1 year ago

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J.B. Ferguson, Champion

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The first thing I would do would be to check all the business/work hours for each member of the queue. The system can't tell who is actually sitting at their desk or not and if a queue member shows as "working" during those times, 8am to 5pm for example, it will show they are available and their phones will ring.
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Ben W

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Hi Jan, Thanks for getting back to me. They work different shifts each week. Basically, there are 4 computers and they log on to one of the four PC's when they are on shift. They use the Ring Central Desktop App, so when they aren't on shift, they aren't logged in. So I was thinking it wouldn't try to send a call to an extension that isn't logged in... am I wrong? 
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J.B. Ferguson, Champion

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I'm not sure when it comes down to the Windows Desktop application. When you stated, "...phones are ringing..." I assumed that you were speaking about desk phones. I have never really used the Desktop app as I have a desk phone and then use the iPhone mobile app when away from the office.
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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)
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Ben W

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Hi Stephen, Thanks for this, I hadn't noticed it. So far we've only set up 4 guys. All logged in and all available. The other 12 guys in the group are inactive (in fact some of them haven't completed the registration yet.) It still seems to be hunting through all of the extensions though. The easiest option would be to have all extensions ring simultaneously - (a ring group?),  but I was told there is a limit of 10 extensions in a ring group? If I can do it as a ring group, where all extensions ring, that would be much better for us. There is no license issue as all of the users have their own premium license. What do you think?
(Edited)
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Stephen T, Employee

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For your set up, I would advise using a Call Queue because of the member's irregular shifts. The benefit of having the users in a ring group would be that the system will show their 'devices' as offline when they are logged out and skip them when someone calls the Ring Group. However, each call will show as missed for users that do not answer them and a maximum of 10 devices are supported per Ring Group. You also have the ability to run Call Queue reports for each queue which can be beneficial. Hope this helps!
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Ben W

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Hi Stephen, Thanks again. I've been doing some testing with the Call Queue and reduced the number of user down to 6 and set the call handling to simultaneous. I've then added in the other extensions (totalling 16) and simultaneous ringing is still in place and working a treat. I've also taken your earlier advise with regards the queue call switch, so I think we're good. Thanks for your help. 
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Stephen T, Employee

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Great to hear! My pleasure
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Daniel Carrion

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Can we please request the feature for Ring Central to be a little bit smarter and not route offline phones. This has caught us out quite a number of times.

Also, please allow the ability for admins to toggle users in/out of queue without having to remove them completely so that the user can easily toggle themselves back on when they come online.