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Status Implemented
Categories RingCentral Phone
Created by Guest
Created on Nov 16, 2020

Allow users the ability to be available/unavailable in multiple call queues.

My team supports a variety of consumer calls for different sides of our business. This means calls come in on multiple call queues. Currently, a user can only either be available or unavailable to accept calls. I'd prefer they have the opportunity to only accept calls from a specific call queue at one time vs. being available on both call queues.

Product Line RingCentral Phone
  • Admin
    Jessica Hernandez
    Apr 19, 2022

    Hi everyone, this is a premium and ultimate feature: https://support.ringcentral.com/article/Remote-Member-Management-for-Call-Queues.html.

    Manager can set agent's queue status differently available/unavailable in multiple call queues. Manager can also allow agent to set their own queue status differently in multiple call queues.

  • Joe Cache - 1601
    Dec 24, 2020

    Hi - like Becky posted - that's already in the app. On the admin side, under Call Queue - Call Handling; the option to allow/not allow the users to change their status. (We just found this last night - we're still programming our account.)

    It's the 'Allow users to change their queue status' - if set to allow, then on the phone app, under their presence setting you'll see a 'Manage Queues' - if the queue is set to allow for each queue that can have it - then on the app the multiple queues will show.

    Hope that helps.

  • Admin
    Becky Hensley
    Dec 8, 2020

    Hey, thanks for sharing this idea and your votes! This is a feature that we offer in Contact Center.
    You can learn more here:
    https://ringcentr.al/33T90yT

  • Alicia Gates
    Nov 24, 2020

    Yes, this would be so helpful. Right now it requires a manager to remove someone from a call queue if they need to 'log out of one' but stay logged into another. It would makes sense to give the user the ability to choose which queues to accept calls from on the front end.