Admin: View if "Accept Call Queue Calls" is toggled On/Off for users

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  • Updated 4 months ago
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We are a US based web hosting company with many remote users who are located in several different countries. We can see when a user has their phone set to available, but cannot see if they have toggled the "Accept call queue calls" switch on/off.  

We need to be able to monitor this to ensure they are not turning this option off and only receiving direct calls. This feature would be used on a daily basis by our support managers to ensure that calls are being routed properly. 

Related case #04944670
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Joseph Roberts

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Posted 2 years ago

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We need this option too.  Seeing who is in the queue is really important not only for call routing, but for work load of our support technicians.

We have a huge problem with technicians that will leave the call queue (and say they are still in the call queue).  The team members that are actually in the queue get overburdened with all the calls.  If I want to know if a team member is in the queue (so that they get call queue calls) I have to physically look at their ring central desktop app with them.  There is no place to check it in the admin portal either.

It's easy enough for support technicians to just switch the button over to being back in the call queue when they see a manager approaching too.  As a manager I need to be able to spot check this to see if people are actually doing their job.

They can also spend several minutes/or hours out of the call queue, and then when you ask them if they are in there, they will put themselves back in.  There is no way for me to check on the accountability of this.

To compound this situation, there is a bug with the Desktop App.  If you 'click and drag' the button over to 'accept call queue calls' it doesn't put you in the call queue (Even though the button moves over).  You have to click (without dragging the mouse) to toggle the button off or on.

This is another way that some of our support technicians take advantage of 'being in the call queue' when they really aren't.  They take advantage of this bug to pretend that they are in the queue.

Any help surrounding all this would be very helpful.

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Omar Ramirez

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I think even a report regarding how much DND time or how much time they spend with the "Accept call queue call" off. It is difficult to keep track of what CSRs are actually on the queue with out looking at their screen.

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Mike, Official Rep

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Hi Omar... depending on the number of reps you have you may want to reach out to your Account Manager and ask them about the ContactCenter package. It has more sophisticated reporting that might work for you.

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Omar Ramirez

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Thank you Mike, I have reached out to our account manager for more information.
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I hope this gets implemented since it's very vital for us to know if our agents are avoiding calls and it would be best to know what their activities are on the app from an admin's eye.
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Will Fink

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This is definitely a critical missing feature.  In addition, it should be possible to disable the ability for some users to leave the call queue.
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Jen, Employee

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As an admin there is a way to see if a person is available in the queue.
You go to the Phone System > Groups and then click on the down arrow on the right hand side of the group. It will expand the group and tell you if a user is Available, Busy, or Unavailable. 

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Christine Massone

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This is not refreshing the data in real time;   We need something that displays the 'accepting queue calls' in real time
Any ETA on that Jennifer?
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Saadet - Community Support, Official Rep

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Sorry, Christine. No ETA on that type of feature
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Ashley Myers

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Though I like the option Jen put forth, it is too static for our users. I need to see something updated in real time. Having to refresh, a page outside of the HUD is not practical. 
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Luis Sanchez

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I agree that this should be viewed in the HUD.  To make matters even worse the custom status message set on the user profiles is also not viewable on the HUD.  You can only see that information in the Favorites List of Contact Details page.
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This method doesn't show who is on DND or actually Available. I think it picks from the fact that they are in their Office Hours AND they are on the Queue. Still not an accurate reflection of it they are actually available to take calls. How can I tell who is on DND and who is actually available?
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Luis Sanchez

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We got around this problem by using the RingCentral API to create our own Web Application that combines everything we want to see on a single page. We branded the application "tyles".  Using tyles we are able to turn accept queue calls on and off and we can see what other people have theirs set to.  We can also see the custom status message for everyone and even change their custom status message for them.  Check out the screenshot. This was all done using the RingCentral API's by our internal development staff. 
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Jan Ferguson, Channel Partner, Champion

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Really nice!
wow.  If RC can't pull it all together, how can I accomplish such a thing?
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Luis Sanchez

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We just used the RingCentral API and wrote an application on IIS that puts it all together according to our specific workflows. And by "we" I mean our RC developer on staff.  ;)
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JC Glancy

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Can you not see missed calls when accept call queue calls is toggled off? I am the only person in the group so it's just me and sometimes if I'm working on other projects I will turn it off, I thought I could see the missed calls after and call them back but that appears to not be the case. Any ideas?
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Saadet - Community Support, Official Rep

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Hi JC Glancy, I've created a separate thread for your question since it is different from the original thread

Please reference the new conversation here: View Missed Calls when Accept Call Queue is Turned Off