question

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kobie-williams4026 asked anton-nikitin answered

Is there a way to monitor an incoming call that are routed thru a call queue rather than the direct line?

Is there a way to monitor incoming calls that are routed thru a call queue to a particular extension rather than the direct line or is there a way to see if a extension is accepting calls via. the call queue or not?

call queues
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1 Answer

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anton-nikitin answered
As about accepting calls, you can check dndStatus in Presence API (this flag is set to "DoNotAcceptDepartmentCalls" if an extension don't accept call queue calls).

As about monitoring, the only way today is to match phone number from call notification. If it is a queue number, than the call came through Call Queue. But you will need to monitor individual queue agents anyway,
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Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

  • On MacOS: press "fn + command + f2" keys
  • On Windows: press "Ctrl + F2" keys