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Office@Hand: Setting up a Call Queue group
Article #3291

How do I set up a call queue on my Office@Hand account?

Groups allow you to manage incoming calls so that they are catered by a designated group of employees with similar activities.

Create a Call Queue group when you want a specific group of users (such as Sales, Support, or Billing) to share incoming calls. Call Queues are different from extensions. Call queues increase the efficiency of your company by directing the calls to the right employees. Call queues can support up to 25 calls waiting in a call queue.

The following topics are discussed in this article:

Creating a Call Queue group
Call Queue Information
Adding members to an Existing Call Queue group
Removing members from a Call Queue group

Note: You need to be an Account Administrator or the Call Queue group’s Manager to perform this action.

 

Creating a Call Queue group

  1. Log in to your Office@Hand account as an Administrator.
  2. Go to Phone System > Groups. On the Call Queues tab, click the New Call Queue button.

    Go to Phone System > Groups. On the Call Queues tab, click the New Call Queue button.

  3. The next available Extension Number is automatically added to the Extension Number field. You can change it, and then enter the Extension Name, and the Manager Email. The manager email will receive the email notifications for the group that you are creating.

    The next available Extension Number is automatically added to the Extension Number field.

  4. Select the Call Queue members from the list. Click the checkbox on the members you want to add then click Done.

     Select the Call Queue members from the list. Click the checkbox on the members you want to add then click Done.

    Note: The page will return to the Groups list, where you can see the Call Queue group that you created.

Call Queue Information

To configure a Call Queue’s Information, Administrators can go to Admin portal > Phone system > Groups > and then select the Call queue group from the list. Call queue managers can simply click Settings, and then click on the name of the Call queue group.

Call queue managers can simply click Settings, and then click on the name of the Call queue group.

  1. Extension Number – Displays the Extension Number of the Call Queue group.
  2. Group Name – This is the Department or Call Queue group’s
    Name
    Adding members to an Existing Call Queue group
  3. Record Call Queue Name – Use this option to ensure the group name is pronounced correctly by the system operator. You can spell out the name the way it sounds to help the operator, or you can record the name in your own voice and use it for announcements instead.
  4. Company Name – This is the name of the company where the Department or Call Queue group belongs to.
  5. Contact Phone – This contact number will be used to contact you if we need to verify your identity.
  6. Manager Email – All important emails (security notices, and the likes) for the group will be sent to the Manager’s email.
  7. Address – Enter a business contact address exactly the way you would want it to display on a fax cover page sent to customers.
    Leave it blank if you don’t want to display an address at all.
  8. Call Queue Hours – Use this to configure the Call Queue group’s Hours of Operation.
  9. Call Queue Members – Use this section to configure the Call Queue group’s members. For more information, go to:
    Adding members to an Existing Call Queue group
    Removing members from a Call Queue group
  10. Overflow Call Queues – Use this to enable, create and manage overflow Queue. For more information, go to Overflow Call Queues.
  11. Call Queue Password – Use this to manage the Call Queue group’s password.
  12. Regional Settings – Use this to edit the Time Zone of the Call Queue group.
  13. Delete Call Queue – Use this to Delete a Call Queue group.

 

Adding members to an Existing Call Group

  1. Log in to your Office@Hand account as an Administrator.
    Note: You can also log in as the Call Queue Manager.
  2. Under Phone System, click Groups. On the Call Queues tab, select the Call Queue that you want to set up.

    Under Phone System, click Groups. On the Call Queues tab, select the Call Queue that you want to set up.

  3. Click the name of the Call Queue group.

    Click the name of the Call Queue group.

  4. Click Call Queue Members.

    Click Call Queue Members.

  5. Select the Users that you wish to add to the Call Queue group’s member list. Click the checkbox for the members you want to add.

    Select the Users that you wish to add to the Call Queue group's member list.

    To increase the limit of the number of agents that can be added to the call queue group, please Contact Office@Hand Support.

    Note: Limit increase will only work if there are no agents or members in queue with more than 2 enabled phones in their extension’s Call Handling and Forwarding rule. Members with more than 2 enabled phones in their extension’s call handling and forwarding rules can’t be added to a call queue group with more than 10 members.

  6. The page will return to the Call Queue group’s info section. Click Save.
    Note: You can use an existing Call Queue to handle calls when there’s an increase in your Call Queue’s call volume by using the Overflow Call Queue feature. For more information, go to Overflow Call Queues, or continue below.

Overflow Call Queues

This feature enables Call Queue Managers and Administrators to re-use existing call queue groups for extending a call queue while preserving policies of the primary call queue group such as:

  • Call Handling Timers
  • Greetings
  • Voicemail
  • After hours setting

Calls to a Call Queue with overflow are handled as an extended single Call Queue. When enabled, all calls are offered first to any available agent in the primary call queue. When all members of the primary queue are in an active call, incoming calls to the primary queue will spill-over to the overflow queue.

Note: When all members of primary and overflow queue are unavailable, the call will be handled as per policy in call handling of the primary queue. The members in overflow queue will always be called on Rotation sequence.

IMPORTANT: You can only enable Overflow Call Queue if your primary Call Queue is set up with Rotational or Fixed Call Handling policy. To set up a Call Queue group’s Call Handling settings, go to Office@Hand: Setting Up Call Handling for Business Hours and After Hours of a Call Queue group.

To enable and configure a Call Queue group’s queue overflow settings, follow the steps below:

  1. Log in to your Office@Hand account as an Administrator.
    Note: You can also log in as the Call Queue Manager.
  2. Under Phone System, click Groups. On the Call Queues tab, select the Call Queue that you want to set up.

    On the Call Queues tab, select the Call Queue that you want to set up.

  3. Click the name of the Call Queue group.

    Click the name of the Call Queue group.

  4. Click Overflow Call Queues.

    Click Overflow Call Queues

  5. Toggle the switch to enable Send Call to Overflow Queue. When the toggle is Blue, it means its Enabled. When the toggle is Gray, it means its Disabled. Select the queue that you wish to add to the Overflow queue. Use the arrows in the box to move the highlighted information from left to right.
    Note: You can select up to 3 queues maximum.

    Use the arrows in the box to move the highlighted information from left to right.

  6. You can change the Priority clicking on the arrows to change the Order. Click Save.

    You can change the Priority clicking on the arrows to change the Order. Click Save.

    IMPORTANT: The Primary Call Queue trying to enable queue overflow should not have Simultaneous Ringing selected in its Call Handling settings. If Simultaneous Ringing is turned on, you will get a pop-up notification to change your call handling preference to Rotation or Fixed in order to enable the overflow queue.

  7. The page will return to the Call Queue info section. Click Save.

Removing members from a Call Queue group

  1. Log in to your Office@Hand account as an Administrator.
    Note: You can also log in as the Call Queue Manager.
  2. Under Phone System, click Groups. On the Call Queues tab, select the Call Queue that you want to set up.

    On the Call Queues tab, select the Call Queue that you want to set up.

  3. Click the name of the Call Queue group.

    Click the name of the Call Queue group.

  4. Click Call Queue Members.

    Click Call Queue Members.

  5. Select the Users that you wish to remove from the Call Queue group’s member list. Uncheck the checkbox for the members you want to remove and then click Save.

    Select the Users that you wish to remove from the Call Queue group's member list.

  6. The page will return to the Call Queue group’s info section. Click Save.

See Also:
Office@Hand: Groups Overview

Keywords: how to set up a new Department, phone system, extensions, departments, Getting Started