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Status Implemented
Categories RingCentral Phone
Created by Guest
Created on Jul 29, 2020

Admin: change users (DND, available, offline) in call queue

As an admin, I should have the ability to change any extensions DND status. If an agent leaves their desk and forgets to remove their phone from the queue, I have to log into their extension and change it for them.

Product Line RingCentral Phone
  • David Marchat
    Jul 13, 2022

    As a support tech, when a user is locked out of their computer and had their phone set to DND, it is difficult to establish voice communication. Other VOIP providers like 3CX, allow admins to to turn DND off for the user. Would like to see that functionality here.

  • Admin
    Jessica Hernandez
    Feb 11, 2022

    Hey Kenny (and everyone)

    We've un-merged this idea: https://ideas.ringcentral.com/ideas/DPW-I-3 to be a place for all of the votes on setting user status outside of call queues. Product is asking for specific use cases in this situation that would impact your daily work routines.

    Thanks all!

  • Kenny Hall
    Feb 10, 2022

    @Becky Hensley A couple of the ideas that have been merged to this one state the need for the ability to change the status, DND or otherwise, for any user without mention of queues. Those ideas are marked as Implemented, so can you unmerge them from this one and merge them together as an idea that has not been implemented?

  • Admin
    Becky Hensley
    Feb 10, 2022

    Team, Thanks for your feedback on this. The original idea states, " If an agent leaves their desk and forgets to remove their phone from the queue, I have to log into their extension and change it for them." The information Jessica provided is accurate for this idea.

    If your use case is not in regards to call queues, we'd like to either create a new idea to address that need or unmerge an idea that reflects your use case explicitly.

    Our team is going to review the merged ideas to make sure they weren't merged incorrectly.

    Please shoot us an email at Ideas@RingCentral.com and we'll be glad to coordinate the appropriate idea with your use case.

  • Blake Bokowski
    Feb 10, 2022

    We have standard and if you mean OUR "account manager" is able to change this, then that's not true either! We still can't do what was told. Even though it's been mentioned already that we want access for admins to change the USER's STATUS... not the user's status within a specific queue.

  • Kenny Hall
    Feb 10, 2022

    This idea has been marked as "Implemented", but that is not true. The idea clearly states "ability to change any extension's DND status" and the instructions that have been posted are for queues only.

  • Anthony Cherry
    Feb 10, 2022

    This apparently only applies to customers who use Call Queue. This "idea" was clearly asking to have this ability for individual extensions. This should be declared "Imoplemented". Perhaps one of the idea's you merged into this one, but certainly not this Idea.

  • Mike Burnett
    Feb 10, 2022

    Agreed. If a person leaves for lunch and forgets to change their status to DoNotDisturb, meanwhile gets hit by a truck and has no way to get back to work to change their own status, we need a way to change it for them.

  • Sasha Madfes
    Feb 10, 2022

    The instructions provided are only for call-queues. We need this for physical deskphones, softphones, etc as well.

  • Jessica Hernandez
    Feb 10, 2022

    Hello everyone this is available natively for Premium/Ultimate packages. It can be enabled my account manager for Essentials/Standard package accounts.

    Learn more about remote member management here:
    https://support.ringcentral.com/article/Remote-Member-Management-for-Call-Queues.html

  • Erin McCaffrey
    Jan 14, 2022

    2022 and still not yet?!?

  • Joe Cache - 1601
    Dec 29, 2021

    Year and a half later... come on - it's not that hard to program in. ;)


  • Jay Aldridge
    Nov 20, 2021

    Admin should also be able to add users to queue calls..

  • Sergio Herrera
    Oct 21, 2021

    Back in Cisco CM, it was the easiest thing. Has this been made possible yet for RC? Please tell me that it's a yes.

  • Josh Berman
    Sep 27, 2021

    YES YES YES PLEASE MAKE THIS A REALITY!


  • Daniel Svoboda
    Jun 28, 2021

    Just had a call and after switching from a low brow system to ring central I get asked by our management daily about why I am not helping handle making these changes and after several calls it is obviously something I feel needs to be added as would save both support and myself time in making these changes that we have happen throughout every day.

  • Jennifer McCarthy
    Jun 28, 2021

    One of the singularly most frustrating thing about this system - how was this not a function from day one?

  • Guest
    Jun 7, 2021

    Also if it would show on the Desk Phone with a light or the red circle next to the users that have made themselves DND that would be amazing!

  • Mike Burnett
    May 20, 2021

    It is now almost a year later that this excellent suggestion was made and still not available. Come on RC. This needs to be a function for admins at a minimum.

  • John Oliphant
    May 20, 2021

    This was a common Admin function when we ran a Cisco system, and I was very surprised that I couldn't do it in RC.

  • Load older comments
  • +373
1 MERGED

ability to toggle off member status for one call queue and wont affect the other call queues on the account

Merged
when turning off the member status on a specific call queue it wont affect the other call queues the member is part of
Guest about 1 year ago in RingCentral Admin Portal 0 Implemented
7 MERGED

Allow Queue Manager to make member "Unavailable" or "Available"

Merged
Sometimes members of a call queue will forget to "toggle" the "Accept queue calls" button to OFF when logging out. At this point they still look "Available" to the queue. It would be nice as a manager to be able to mark that member as "Unavailable...
Guest over 1 year ago in RingCentral Admin Portal 0 Implemented
8 MERGED

Admin can Change User's Status via Ringcentral App

Merged
Admin wants to be able to change other user's status so that they can't change it to invisible or unavailable during business hours
Guest over 1 year ago in RingCentral Web/Desktop App 0 Implemented
8 MERGED

Admin toggle availability status

Merged
For an admin to be able to toggle the activity of a user in a queue.
Guest almost 2 years ago in RingCentral Admin Portal 0 Implemented
9 MERGED

Admin Control of Log in/Log out in Call Queue

Merged
Have admin be able to force staff to "Log in/Log out" in a call queue. Would like the user to remain in the queue but only have them answer calls when really needed.
Jacquelyn Krouse almost 2 years ago in RingCentral Phone 0 Implemented