Cues/Groups: Ability to turn some on while others are off.

  • 0
  • 3
  • Idea
  • Updated 2 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

Our company utilizes several Call Cues or Groups for a variety of departments.  Some areas of our company are 24 hours (Call Center), while others are only open during normal business hours.  Several staff members are part of multiple Cues/Groups.  Is there or could there be a way for a staff member to be "Unavailable" for one or more Cue/Group while being "Available" for others?  Example:  Jon is part of a Call Center Cue and an HR Department Cue.  He is not assigned to assist with the Call Center but always needs to take calls for the HR Department.  Example #2: Jane works in the Education department during day office hours but assists with the Call Center at night.  She needs to be able to turn off calls for the Education Department at 5:00pm and send to voice mail while taking Call Center calls during evening hours.
Photo of Jennifer Robertson

Jennifer Robertson

  • 100 Points 100 badge 2x thumb

Posted 2 years ago

  • 0
  • 3
Photo of Phil Koorsen

Phil Koorsen, Implementation Advisor

  • 1,396 Points 1k badge 2x thumb
Hello Jennifer,

I am an implementation advisor with RingCentral. Currently, the softphone application only allows you to be 'unavailable' for all call queue calls. However, I do have some ideas but a little more details first. You mentioned groups that have business hours, and I don't want to assume that the hours have been set up for them but if they are, calls should no longer go into them after hours so the need to become unavailable would be moot. HOWEVER, I do have potential workaround that you are welcome to test. Create a virtual user for one of the groups, assign one of your multi-skilled users to the virtual user's call handling, then set custom hours so that calls only go to the staff member when they are working that Call Queue, assign the virtual user to that group and remove the staff member from the group. And if you only need to become unavailable 'on demand', you just log into that virtual user account and set your status to Do Not Accept any calls. I realize that it may end up being a LOT of virtual users but the staff member can log into those user accounts and stay logged in to make changes or log in only when they need to. It could be a viable workaround. Please let me know how that works or ask any questions.
Photo of Jennifer Robertson

Jennifer Robertson

  • 100 Points 100 badge 2x thumb
Thanks for the suggestion and we will give it a try.  Its more of an issue for some of our supervisors.  The Call Center is 24 hours.  Some days due to high volume we need supervisors to help and accept calls from the Call Center Cue.  Other than "reprogramming" the group, is there another way to manage this?
Photo of Phil Koorsen

Phil Koorsen, Implementation Advisor

  • 1,396 Points 1k badge 2x thumb
Ok, if the supervisors are joining to help, the only other option would be to remove them from the goup until needed and then add them back in. The trick to that is remembering to remove them after the need is gone. However, I think that creating the virtual user and leaving it in the queue and logging in and setting the 'Do not accept calls' would be faster as you should be able to log in to more than one virtual account (if needed) and then minimize. Pulling them up only when needed.  Also, go into the admin portal>Tools>Timeout session and set it to 8hrs or longer so that way you don't have to keep logging back in throughout the day.  I hope this helps :) 

This conversation is no longer open for comments or replies.