Can you clarify in more detail how to reconfigure the call queue’s extension to a current users extension when the application doesn’t allow you to create a call queue under an extension that’s already in use? In addition, what you’re referring to as the “call queue’s phone number” as our call queues are set up as part of the IVR menu and don’t have a direct phone number linked to them...
@KatieTC Perhaps I wasn’t clear. It is not about reconfiguring the extension per-se. It is about re-assigning phone numbers.
When editing a call queue, one has the option to assign a phone number to that queue under “Direct Numbers.” This does exactly what you might think - when the call is received at that number, the caller is immediately added to the call queue.
But assigning a phone number to a call queue, you prohibit that phone number from being assigned to an actual user, and thus, no way to send SMS from that number.
Therefore, you assign the phone number to a user, then setup call handling rules for that user so that incoming calls to their phone number are forwarded to the desired call queue.
But re-reading your comment, I realize that this may not entirely apply to you. So help me understand the desired behavior. It sounds like the call queue doesn’t have a direct number, so from what phone number do you want SMS sent? Do you mean the phone number for the IVR menu?
@ByrneReese thank you for the reply. We currently have our IVR menu direct our sales calls to a call queue, this call queue has the direct lines of two users associated with it, i.e. a caller presses ‘1’ and it rings to our sales queue, will ring to one user first and if she is unavailable will ring to the second user. What we are trying to do is send a “missed call” SMS from the first user’s phone line if the sales call is left unanswered via that queue. Currently though, it seems the automator doesn’t recognize that as a missed call unless the line is dialed directly.
@KatieTC That is partially correct. Call queues cannot “miss a call.” The workaround rests in understanding what happens to the call if no one on the queue picks it up. If the call gets routed to a voicemail, then place an automation on the voicemail extension triggered by when it receives a call.
But help me out: what happens when no one answers a call on this queue?
@ByrneReese if no one answers a call from this queue, the caller is then routed to a specific user’s voicemail.
@KatieTC So then the act of a voicemail extension receiving a call may be interpreted as a call being missed, yes? If there is more than one way to be directed to that voicemail inbox, then you cannot always conclude that the call queue missed the call. BUT, if you created a separate voicemail extension that was dedicated to receive calls that were not answered from a call queue, then you could safely make that conclusion. Does that make sense?
@ByrneReese Understood - and from what you’re saying it sounds like how we have it set up should work. However, I have a user extension (1101) set up to send an SMS when a call is missed. This particular user is also part of a call queue. Said call queue is arranged so that if no one can answer then the caller is routed to that ext 1101 user’s voicemail. However, when someone calls the call queue and is then routed to said user’s voicemail, the automator doesn’t send the sms message as it doesn’t recognize this as a missed call. Why, if the caller was ultimately routed to a user extension would the automator not recognize this as a missed call & send the sms?
For your alternative solution where any incoming calls going directly to that number get forwarded to the call queue, can the user be just a “Mobile User” with limited phone or does it need to be a RingEX User with full phone capabilities?
For your alternative solution where any incoming calls going directly to that number get forwarded to the call queue, can the user be just a “Mobile User” with limited phone or does it need to be a RingEX User with full phone capabilities?
Great question. TBH - I am not 100% sure. I am not the most expert on licensing and what not. But I think so?
Sending an SMS on behalf of a call queue is not currently supported by Workflow Builder. If you need to send SMS messages from a call queue's direct number (or "DL"), you must create the call queue without having a call queue manager. The call queue must be set with unique email address and password and to send SMS from that call queue number, the app must be authenticated using the call queue's login credentials.
Alternative solution
The challenge in sending SMS from a call queue's phone number rests in the fact that you cannot send SMS from an extension that is not of type "User." In other words, only human beings can send SMS from phone numbers that are assigned to them. Knowing this, the solution should become relatively intuitive.
- First, you will need to reconfigure the call queue extension and re-assign the phone number to a User extension.
- Next, login to the RingCentral App as the user who you assigned the phone number to. Navigate to Settings > Phone > Call rules and voicemail.
- Click "Add Rule" then "Create Custom Rule." Give the rule a name.
- Under "Calling me at" select the call queue's phone number. Click Next.
- Click "Choose routing option" and select "Forward the call." Then forward the call to the call queue.
Once you have configured your call queue to receive calls in this way, then people who call the designated phone numbers will be routed to the queue. But now, any SMS sent to that phone number can be setup in Workflow Builder to both send and receive SMS.
When I try to forward the number to the call que I get an alert that says “You can’t forward calls to a number assigned to your account. To forward calls to another extension please select the extension directly.” I was able to find and select the extension.
