TABLE OF CONTENTS

Problem statement

  • There are several ways to receive or stop receiving calls from call queues and the best method will vary depending on the specific scenario.


Upon completion of this article, you should know the following

  • Which method applies best to you
  • How to make sure calls are sent to you at the appropriate times


Information

General Information

  • You can see Queues you are assigned to in the Call Center of the Ringfree User Portal
  • Being assigned to a queue does not mean you will receive calls, just that you have the option to Login or Logout of assigned queues or set yourself as Online or Offline in all queues.
  • If you have no active phones, you will be stuck offline and not have the ability to login to any queues.  (If you normally use the WebPhone and you are seeing this, close and reopen the WebPhone and then refresh this page)
  • Clicking the large red Offline button will set the selected Active Phone as ONLINE in all call queues.  If you only want to be active in some of the call queues, you will need to click the Login button to the right of the queue line instead
  • When you are logged into at least one queue, the large button will show ONLINE and you can see which queues you are active in to the left of the queue line and choose to login or logout of additional queues on the right
    • Green dot = Logged in
    • Red dot = Logged out
    • Grey dot = unavailable due to lack of an active phone
  • IMPORTANT NOTES
    • Call queues are device-specific; if you have more than one device, make sure you have the appropriate Active Phone selected or else you could receive (or not receive) calls when expected
    • If you are on an active phone call then additional calls from queues will not be directed to you, but you could still receive a call from somebody calling your extension directly
    • If you are not on an active phone call but are in more than one queue, you could have calls from multiple queues ringing at the same time
    • Closing or logging out of the User Portal does not impact your status in call queues, you must use the buttons on the Call Center page of the User Portal to change your call queue status
    • When clicking Login or Logout on a single queue all of the queue indicators may blink a different color for a moment and then they should all go to the appropriate status within a couple of seconds
    • Call queue rules/status bypass User Answering Rules
      • For example: Do Not Disturb Mode will prevent calls directly to your extension, but will not prevent calls in a queue from making your phone ring



WebPhone Users

  • If the WebPhone is closed, you will be set as unavailable in any queues you are logged in to (but not actually logged out of them)
  • When the WebPhone is opened, your status in the queue will automatically be applied so if there are calls in the queue, and you were set as ONLINE or Logged In to a queue, your WebPhone should start ringing immediately
  • If you open the WebPhone on multiple computers or even multiple browsers on the same computer then only the last one that was opened will work properly for incoming calls (you can often still make outbound calls from any of them)  
    • You should always limit the WebPhone to a single tab, if you end up with more than one, it is best to close them all and open one new one to ensure everything is synced up properly


Multiple Device Users

  • Always double-check which Active Phone you have selected to ensure you are changing the status of the queues for the appropriate device
  • Logging out of the User Portal and WebPhone will have no impact on a mobile app or desk phone, the queue status for each device needs to be changed in the Call Center
  • Because queues are device-specific, you can potentially be in the same or different queues on different devices