This page displays the full configuration of a single RingCentral Call Queue, including its routing behaviour, audio prompts, error handling rules, and assigned members.
Routing Settings
- Routing Method: Indicates how incoming calls are distributed among queue members.
- Simultaneous – Rings all available members at the same time. The first to answer gets the call.
- Rotating – Distributes calls in a rotating order, starting with the member following the one who last answered.
- Fixed Order – Always starts ringing from the first member in the list, going down until someone answers.
- Alert Timer: Specifies how many seconds a member rings before the call moves on to the next available member.
- Agents Can Opt Out: Indicates whether queue members are permitted to remove themselves from the queue.
Greeting & Hold Music
- Intro Greeting: The audio file played to callers when they first enter the queue. Use the download icon to save the file.
- Hold Music: The audio file played while callers are waiting in the queue. Use the download icon to save the file.
Error Handling
Defines how the Call Queue handles calls that cannot be answered. Three conditions are configured:
- Max Callers in Queue: The action taken when the queue has reached its maximum caller capacity.
- Max Wait Time: The action taken when a caller has been waiting longer than the configured limit.
- No Agents Available: The action taken when no queue members are available to answer.
Each condition specifies an action (e.g., Play Message & Disconnect, Transfer to) and, where applicable, a destination.
Members
The Members table lists all agents assigned to the Call Queue:
- Name: The full name of the queue member.
- Extension: The internal number assigned to the member.
- Phone Number(s): The external phone number(s) associated with the member.
- Selection Order: The member’s position in the ring order. Only displayed when the routing method is Fixed Order.