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Have the availability to disable the "Accept Queue Calls" feature in settings

RingCentral does not have the feature to stop reps from turning off the "Accept Queue Calls" button in their settings. When this gets toggled off in their settings their member status in the queue is then turned off. We would like to stop the reps from being able to do this and always have their member status turned on. This way the manger is the only one that can go in and turn them off from getting calls from certain call queues.

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Peter shared this idea  ·   ·  Report…  ·  Admin →
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  • FLORIAN commented  ·   ·  Report

    You can do it since few months. It's manageable via the role, under "User settings" part you will have an option called "Accept Queue Calls Control". If it's ticked the user will be able to accept or not to be in the call queue. If unticked the user will not be able to change it. On the mobile app the option will be grey out.

  • Carol commented  ·   ·  Report

    Under Phone System>Groups> Call Queues, navigate to the queue in question and go to the 'Call Handling & Members' section. There is an option for 'Allow Members to change their queue status' and you can set it to 'Allow' or 'Not allowed'. Setting it to 'Not allowed' will eliminate the 'Accept Queue Calls' toggle on the user end.

  • 25 commented  ·   ·  Report

    I am leaving ring central because of this, alot of my team member working from home and they simply turn off the call queue and in their HUD page shows available green.

  • John commented  ·   ·  Report

    Thank you Luke for your comment.
    Somehow, even with this turned off, we're still seeing users set to "Unavailable" on the call queue status and calls not being routed to them even simultaneously with other users.

  • Melissa commented  ·   ·  Report

    We need this functionality as well. It makes sense that if you recognize the need for admins and managers to control a user's ability to toggle their status for a specific queue, they should also have the ability to control a user's access to toggle themselves off from all queues.