Do not take calls Make status available to Admins

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  • Updated 9 months ago

This conversation has been merged. Please reference the main conversation: Admin: change users (DND, available, offline)

Posting on behalf of a customer. Several (50 +) US sites, : Using call queues. Would like a status/view of users that have put them selves into "do not take calls" or "do not take queue calls" in Service Web. Being able to change this status would be helpful as well.

Users are not tech savvy and either place themselves in a mode inadvertently,  or just forget. Admins need to start an online meeting to show users how to put themselves back into a state able to take calls.
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Posted 10 months ago

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Gary Manske

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Hi George! You may want to check out the Bridge Operator Console for RingCentral. It has features to monitor queues and member status, as one set of features. You can use as a free trial for 30 days to try it out. It can be launched/found in the app gallery here:  No set up or config needed.
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Nicole Orlanzo

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Hi George,

While it's not super obvious, on the service website (admin view), go to the groups section. You can open up each call queue and see all of the members and their availability. If you cross reference their "Unavailable" status on the web with their status in the HUD, you can figure out if they have "Accept Call Queue Calls" disabled.

(e.g. the website shows a user is "unavailable", however they're showing "available" in the HUD - then they have call queue calls turned off). You can then remind them that they need to turn it on.

That only (kind of) solves the first part of your idea - being able to identify users that have disabled queue calls.

But I wholeheartedly agree that there needs to be a more obvious solution/option for admins as far as viewing (in detail) and overriding users' settings.

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Mike Gustavson

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This has been one of top requests for 4+ years:

There are lots of similar ones, some with dozens of votes. I'd go and add your voice to those rather than making new ones - although at this point, it seems useless as RC clearly isn't addressing it.

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