Idea

joseph-roberts2973 suggested Aug 29, '16 leanne-k commented Jun 18, '20

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

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gary-manske12971 commented Jul 17, '19

A suggestion is to check out the Bridge Operator Console for RC. It's HUD on steroids and overcomes many of the limitations of the HUD. Check it out in the app gallery: https://www.ringcentral.com/apps/bridge-operator-console

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laura-beecham commented · Aug 21, 2019 at 03:26 AM

Thanks for highlighting this new option!

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gary-manske12971 commented Jul 25, '19

Hi all, I wanted to provide some more context on the Bridge Operator Console and how it can help in these situations. Let me walk thru some specific examples.

Queue Activity - The Bridge Operator Console shows queue activity (bottom right panel), and when you click on a queue, who is assigned to that queue along with their status (Company Directory Pane). Note the queue name, as defined in RC is displayed as well.

Status: There are three status settings related to this thread:
A. Available - Show available for queue calls and internal calls.
B. "Do Not Disturb - Department" - When a user toggles out of queue calls, they have removed themselves from taking queue calls. In this case, their status changes to "Do Not Disturb - Department".
C. "Do Not Disturb" - This status puts the individual in DND for all calls and shows "Do Not Disturb". Note there is an absence of "- Department" in the activity field for this status.

This functionality allows users to manage who is/isn't available in call queues. In our experience, being able to see these status items gives the manager/supervisor the visibility needed to manage their teams. Giving users to change a team mate's status can be dangerous for many reasons.

At best you may lose calls when someone is set to available but is indeed not.
At worst, it can be malicious behavior from one rep to another. This is just as inappropriate as taking oneself out of the queue when you are expected to be available in the queue.

The below screenshot will give you a little view into this. If you would like to discuss further or see value in a demo, I would be happy to speak with you.

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wes-turner3688 commented · Jul 25, 2019 at 07:05 PM

It should also be disclosed that the Bridge Operator Console comes at an added cost of $99 / month on top of the rate the user is paying for their RingCentral subscription (if I am reading correctly). I am hoping that RingCentral instead fixes this painful oversight so that remote workers are not enabled to cheat the system by using the 'off the shelf' functionality baked into the current RingCentral platform.

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hemingson14843 commented · Jul 25, 2019 at 07:11 PM

I agree. What we're asking for is a basic feature that should be included. I'm sure the Bridge Operator Console is an impressive add-on but I don't feel it is the right solution.

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leanne-k commented · Jun 18, 2020 at 07:42 PM

The add on doesn't update correctly, for example... I am currently Available, but the Bridge indicates that I am Busy. That really doesn't help.

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doug-routledge15999 commented · Jun 18, 2020 at 07:56 PM

Our application shows if a user is not taking queue calls regardless of their presence status. Click that white toggle on the blue bar above your name, and watch what your status shows in the company directory to the right.

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leanne-k commented · Jun 18, 2020 at 08:01 PM

Sorry, I may be missing something. Shouldn't it show both?

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paul-pecullan commented Aug 8, '19

I too would like to see this feature

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logan-hall commented Jan 23, '20

We just moved to RingCentral a couple of months ago, but quickly noticed the need for this functionality as well. I see years worth of asking for this as a feature, which shouldn't be hard to implement. We are small but growing rapidly, and we desperately need this feature!

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leanne-k commented · Jun 18, 2020 at 07:45 PM

We have found that without the ability to see if a user is taking queue calls, makes the team very ineffective. Simple fix - Busy = Off of queue calls, but can take internal calls. The functionality is there, they just need to use it appropriately.

Removing the accept call queues option should be easy to update.

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jeffrey-miranda commented Jun 4, '20

We badly needed this feature too!

If it's not possible to monitor it in the HUD, can we just remove or disable this button?

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luis-sanchez10504 commented · Jun 04, 2020 at 05:19 PM

Hey Jeff- I know your struggle. If you add someone to a Call Queue then the Accept Queue Calls button becomes activated. Otherwise I don't believe it is visible. I don't think there is a way to disable it.

The only way to see the status of everyone's Accept Call Queue toggle is to use the RingCentral API I believe. At least that is how we do it. We had to write a custom application to make this happen.

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jeffrey-miranda commented · Jun 04, 2020 at 10:59 PM

Hi Luis, thank you for your response. No one from us can write applications. It would be great if RingCentral can make this status visible to the HUD, then this concern was addressed

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

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