Is there a way to log in and out of the phones at one desk with multiple extensions to track results by user?

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I'm just starting to use RingCentral for a small 20 person call center. In the office, space is limited so we have a lot of movement between seats. I am curious if there is a way to log in and out of the phones at one desk with multiple extensions so we can track results by person. Also, is it possible to set up an ACD queue?
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Eric Crimmins

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Posted 6 years ago

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Hi Eric, from the admin login you could change the extension that is assigned to a phone and track calls that way but it is not able to be changed from the phone. Not sure if that works for you if this is happening constantly.

The second question is Yes ACD Queues are included with your account.

Ring Central Calls them Departments. Lots of configuration options available.

Are you looking to set this up your self or looking for assistance?

Larger accounts like yours have a benefit in working with a reseller that could understand your specific needs and program the system accordingly.

I could assist you if needed.

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
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Eric Crimmins

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Thanks Chuck... Appreciate the support.

Based on this I'm going to start changing the users ext. in the software based on where they are sitting.

The other question is after I assign a user to a phone is there a way to make them not available for customers other than manuallly removing them in the departments? We are currently having a problem in that even if a user is not at their desk and have chosen do not disturb they are showing available in the department field. This is not ideal since it is not realistic to build in every break, etc. that a person may take.

Finally, in ACD Queueing or departments, is there a way to view the number of customers that are on hold waiting for representative?

Thanks - Eric
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Hi Eric, you are welcome... Are you saying that when a person puts their phone on DND (Do Not disturb) that they are still getting calls from the queue? Should not be that way. do these users have the softphone installed? (Call controller) I know that there is a DND on that also, Not sure if it is different in regards to departments. I would have to test.

I am unaware of any department reporting available. I think it would be great to get some real-time stats on the departments. That should be put in as a feature request.

I will do that.

Chuck
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Eric Crimmins

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Hi Chuck... So essentially when someone selects Do Not Disturb on their desk phone - Polycom IP650 - they are still showing available in the department. Even through the calls are not 'ringing' at their desks I have found that there is ~45 seconds of hold time until the call routes to another agent. If all agents are available and accounted for (truly available) the call routes immediately.

Eric
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Hi Eric, I think you should check out this Article number

Article Number : 000003954

You may want to use the call controller in your scenario as it has options on the dnd for the department as well as someone dialing the extension directly.

Let me know if this helps solve your issue

Thanks

Chuck
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Sandra

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i think the logging in and oout pf phones function would be really useful. I want to use it to make sure the team are at their desks and ready to take calls at the start of shifts/after breaks etc. I can see this topic was started a couple of years ago do you know if there is any update on it?

Sandra
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Hi Sandra, are you using actual desk phones, or the RC Desktop application? If your users are all using the desktop application of course they can log in and out from any computer. Unfortunately that's not possible with the deskphones.  
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Sandra

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We are using the desk phones. Do you know if this is something that is n=being looked into as I have used systems before where this was possible and find it really useful for monitoring?
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No, I don't recall anyone asking for this, but you are welcome to submit this as a new idea/feature request. 

How do I submit a request for a new Idea or Feature?

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