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

Admin: View if "Accept Call Queue Calls" is toggled On/Off for users

We are a US based web hosting company with many remote users who are located in several different countries. We can see when a user has their phone set to available, but cannot see if they have toggled the "Accept call queue calls" switch on/off.

We need to be able to monitor this to ensure they are not turning this option off and only receiving direct calls. This feature would be used on a daily basis by our support managers to ensure that calls are being routed properly.

Related case #04944670

Product Line RingCentral Phone
  • Morgan Ford
    Apr 21, 2022

    Agreed - The system has the ability to give "Full access Manager" rights but these rights don't allow you to fully manage the call queue when they have to ask a phone system admin to see who is available in the queue or not.


    Incredibly frustrating.


    Full access managers need to be able to:

    • Manager the Settings of the call queue (can Do)

    • Run Reports on the call Queue (Can do with Phone system settings of Manage role)

    • Modify Membership of the call queue (Can do)

    • See who is logged into the call queue to accept calls (Can NOT DO! Why???)

    • Manage (Change) the availability of members of the call queue (Can NOT DO! Why???)

  • Admin
    Jessica Hernandez
    Apr 19, 2022

    Hello,

    For premium and ultimate call packages checkout Call Queue Management: https://support.ringcentral.com/article/Remote-Member-Management-for-Call-Queues.html

  • Aaron Oldroyd
    Feb 24, 2022

    We need one view that shows all of the queues and their status in a single glance. Not having to go into each individual queue then hunt around settings.

  • Jennifer Del Rosario
    May 20, 2021

    Here's the screenshot below.


  • Jennifer Del Rosario
    May 20, 2021

    Hello All,


    This feature is now available.

    You need to go to Call Queue > Call Handling and Members > Business Hours > Primary Members > Toggle Member Status.


    Thank you!


  • Alex Carlston
    Mar 11, 2021

    Managers should also be able to turn that toggle for them to get them back in queues or in emergencies when they set themselves off.

  • +92
2 MERGED

Provide an Alert on Portal for Super Administrator for any user that has set "Do Not Accept Any Calls"

Merged
Users sometime inadvertently set "Do Not Accept Any Calls" on and then don't know why calls are going straight to VM. Super Admin. cannot see that this is on and it delays troubleshooting resolution.
Guest over 1 year ago in RingCentral Admin Portal 1 Implemented
9 MERGED

call queue visibility

Merged
I need to know how many callers (and how long) are waiting in the queue in a given time.
Guest almost 2 years ago in RingCentral Phone 1 Implemented
1 MERGED

Queue Logon from Queue admin portal

Merged
When in the Call Queue maintenance, your user options to not carry into that page, so you can't easily log yourself in and out or put yourself in DND unless you go back to the extension settings. Why not make that upper right hand portion of the s...
Richard Valenta 7 months ago in RingCentral Admin Portal 0 Implemented
2 MERGED

Allow Managers to see who is accepting Queue Calls

Merged
Presently people can jump in and out of the call queue. Sometimes some users forget to turn it back on. We need a way for managers to be able to monitor who is in and out of the call queue to ensure that everyone is able to process incoming calls.
Guest over 1 year ago in RingCentral Web/Desktop App 0 Implemented