Skip to content

Call Queuing and Round Robin for RingByName

RingByName now offers call queuing for your business allowing you to run a true hybrid contact center solution for your business. 



  • What is call queuing? Why do I need it?
  • How do I add call queuing to my account?
  • How do I add colleagues to a call queue?
  • What is round robin?
  • How do I enable round robin?
  • What is wrap-up time?
  • What is the cost of call queuing service?
  • Do I have to pay extra for call queuing if I am using a Toll-free number?
  • Can I enable call queuing on my direct numbers?
  • How can I tell how many people are waiting to speak to a representative?
  • Can I see how many calls have been answered in the call queue?
  • Can I see how many callers have hung up before speaking to a representative?
  • How can I see the average wait time?
  • How can I see how many representatives are available to take phone calls?
  • Can I monitor a single call departmental call queue?
  • How do I know who my representatives are talking to?
  • Can a representative place themselves on hold to stop receiving calls?
  •  

    What is call queuing? Why do I need it?

    Call queuing is often used in inbound call centers, where calls are placed in line until the next available agent or employee can answer the call. In essence, the call queue behaves as a "waiting room" for your callers while they wait for a representative to become available. Agents on queue calls will not ring until they finish their current queue call. Calls in your waiting room never go to voicemail and will hold until an agent is able to attend the call. 

    In many cases, this requires additional licensing costs, or even a separate system, called an Automatic Call Distributor (ACD). RingByName eliminates the need for additional software, equipment and software licenses. Call queuing is available to all RingByName customers and can be enabled in minutes. It forwards calls exclusively to desk phones and softphones. Currently it is not supported by cell numbers or landlines. Additionally remote pickup ignores some queue rules. 

    Back to top


    How is this different from department round robin?

    Round robin departments don't ring indefinitely in a queue. They stop ringing when the ring counter reaches 0 for all users. Since there's no queue there's no custom ringing music, but this feature can be particularly useful when you combine our Rollover feature with extra phone numbers to create Priority Lists, where calls reach multiple agent groups (high priority, medium, low, emergency contacts). Due to the nature of round robin, both options only work directly with Softphones and desk phones (keep reading below for methods to include landlines and cell phones). Despite these major differences, they're actually very similar in function. The system still digitally builds a list of all users in a department, and begins ringing User A for 3 rings, before ringing User B for 3 rings, and so on. Once all users are called, it can rollover to the next priority list (if rollovers to other company DIDs are in place) or go to voicemail.


    My business REALLY needs cell phones and landlines included in round robin. Is it possible with Ringbyname?  



    Of course! Round robin is not technically limited by device type on our platform. While both Round Robin systems don't directly allow cell/landlines to ring within them, the Round Robin Department System can rollover to a secondary company DID using a standard department to ring any remaining cell phones and landlines. Where each cell/landline phone can ring in a particular order, without robin, but still ring for the same call group.

    To break this down into an example:
    Call goes to company DID 3051234567, set to ring a round robin department: User A deskphone, User B softphone, User C softphone all ring, and don't answer.
    Next, rollover triggers, sending the call to company DID 3052222222.
    DID 3052222222, set to ring a normal department type rings User Cell D, User landline E, then User cell F.
    The novelty of this build, is that both groups can have their own set number of rings. If you decide to use this build, be sure all the users use the keypress protection to ensure they all ring successfully. 



    How do I add call queuing to my RingByName account?

    To enable call queuing on your RingByName system, begin by logging into the web administration panel. In the web application, click on your name in the top-right corner and click on the "Go to System Administration" link.


    Next, from the Navigation bar at the top of the screen, select "RingByName Setup".


    Then click on the "Departments" link on the left side of the screen. 


    You will see the listing of departments in your RingByName system. Any departments that have call queuing service already enabled will show a check mark in the Queue column. To enable or disable call queuing for any department, click on its name.


    In the configuration area, scroll down and click on the checkbox for "Call Queuing" to enable the service.


    If you are enabling call queuing, a pop-up window will appear. Before it can be enabled, you must acknowledge the additional costs that are associated with call queuing. Calls that are routed to a department that has queuing enabled are charged a rate of $0.02 per minute for the duration of the call. If the call is routed via a Toll -free number on your account, no additional charges will be applied to the call. 

    Keep in mind that in order for calls to be connected properly, your account must have sufficient prepaid call credit. We recommend a minimum prepaid calling balance of $39.95 on your account with automatic recharge enabled when your credit balance reaches $5.00. You can purchase prepaid call credit or set your auto-recharge preferences in the administration panel. For information, click here.


    Where it reads, "I would like to add a webpage launch to this queue" whatever URL or form link you add will become a clickable 'queue monitor' for your end users. While in the queue monitor, any inbound calls they take will have a clickable link to whatever website you'd like them to have quick access to. Most clients will use a form where client data is added or a readable script for how to address this particular customer. 


    Next, select the music your customers should hear while they are waiting in the queue. Callers can listen to the General Hold Music included on your account, one of the MP3 files you have already uploaded to the account, or you can upload a new MP3 file specifically for the queue. Many customers choose to upload MP3 files with a mixture of music and marketing messages. Under Agent Wrap-up Time, you can set how many seconds after taking a queue call an agent will go without ringing for the next queue call.


    Next, choose how to send calls to the members of the departmental queue. You may select one of the available methods below:


    • Ring all members at the same time - sends the calls to all members of the departmental queue at the same time. This is ideal for a sales team or other busy environment where calls do not have to be sent in a specific fashion. 
    • First available - this sends calls in the queue to the representative that has been idle and has not received calls in the longest amount of time. This is the preferred call distribution method for customer service and technical support teams.
    • Round robin - this builds a list of all members in the department queue and cycles through the list until someone answers. The next call starts with the next agent in the list. This is the preferred call distribution method for teams looking to equally divide up calls while ensuring no one user is overwhelmed. 

    In the next step, you may choose when to send calls to this department/queue. If you select "Send calls to the department 24 hours per day" calls will be queued 24 hours per day, regardless if there are staff available to answer your call. You may wish to specify business hours for your departmental queue, as well as a destination for the call when the departmental queue is closed. 


    Outside of business hours, calls may be routed to voicemail, other departments, or to specific users.

    Lastly, scroll to the very bottom of the page and click the  button to apply your changes.

    Back to top




    How do I add colleagues to a call queue?


    To add more agents to a departmental call queue, click on the "Departments" link on the left side of the screen.

    Then select the department you would like to edit from the listing of departments.

     

    In the configuration area, scroll to the section titled "Who should receive calls for this department?". Click next to a person's name in order to add or remove them from the departmental queue.


      Lastly, scroll to the very bottom of the page and click the  button to apply your changes.  

    Back to top



    What is round robin?

    Round robin is one of the most popular ways to route inbound department calls evenly among your teams. It is a feature within the Call Queuing settings. Unlike normal call queues, round robin digitally builds a list of all users in a department, and begins ringing User A for 3 rings, before ringing User B for 3 rings, and so on, cycling back to ringing User A if no one has answered yet. If User B answers, the next call with starting ringing at User C and continue down the list. If any user is already on the phone, they are skipped in this list. This ensures a balance of calls between all agents and that only available agents see new inbound queue calls. 

    After a user hangs up a call, they won't ring for a queue call until the amount of set wrap-up time has run out. Round robin is considered call queuing and requires call credit to avoid service disruption. 

    Back to top




    How do I enable round robin?

    To enable round robin, click on the "Departments" link on the left side of the screen.

    Then select the department you would like to edit from the listing of departments.

     
    In the configuration area on the right, scroll to the section titled "Call Queuing" and be sure its checked and enabled.


    Next, in the configuration area on the right, scroll to the section titled "How should we distribute calls for this department?". Click on the 'Round Robin' option.


      Lastly, scroll to the very bottom of the page and click the  button to apply your changes. 
     

    Back to top






    What is wrap-up time?

    Wrap-up time is the amount of seconds an agent goes without a new queue call ringing for them after ending their last queue call. Wrap up time varies with the nature of documentation within a business. It averages between 30 seconds and 10 minutes. 
     

    Back to top




    What is the cost of the call queuing service?

    Calls that are routed to a department that has queuing enabled are charged a rate of $0.02 per minute for the duration of the call. If the call is routed via a Toll -free number on your account, no additional charges will be applied to the call.

    Keep in mind that in order for calls to be connected properly and avoid service disrutption, your account must have sufficient prepaid call credit. We recommend a minimum prepaid calling balance of $39.95 on your account with automatic recharge enabled when your credit balance reaches $5.00. You can purchase prepaid call credit or set your auto-recharge preferences in the administration panel. For information, click here.

    Back to top




    Do I have to pay extra for call queuing if I am using a Toll-free number?


    No, calls that are routed to a call queue via one of the toll-free numbers on your account will not be billed any additional surcharges. However, keep in mind that your account must maintain sufficient call credit in order to connect calls properly and avoid any service disruptions. We recommend a minimum prepaid calling balance of $39.95 on your account with automatic recharge enabled when your credit balance reaches $5.00. You can purchase prepaid call credit or set your auto-recharge preferences in the administration panel. For information, click here.  

    Back to top 



    Can I enable call queuing on my direct numbers?


    No, Call queuing can only be enabled on company numbers. However, you can create a departmental call queue which contains only one person. You will need to route one of the existing company numbers on your account to this new department. You can purchase additional company numbers for a minimal fee, and we can even swap the numbers to accomplishing the desired routing. For more information, please contact our Customer Service Center at 855-345-7464 or email us at service@ringbyname.com.

    Back to top



    How can I tell how many people are waiting to speak to a representative?


    All active calls are displayed in the call presence tiles that appear in the main view of the RingByName application. 



    If you are an administrator or department manager, you can also access the Departmental and Call Queue Monitors from the system administration area. 
    For more information about Call Monitoring and Permission Controls, click here.



    Back to top



    Can I see how many calls have been answered in the call queue?


    All active calls are displayed in the call presence tiles that appear in the main view of the RingByName application.


    If you are an administrator or department manager, you can also access the Departmental and Call Queue Monitors from the system administration area.
    For more information about Call Monitoring and Permission Controls, click here.


     

     


    Can I see how many callers have hung up before speaking to a representative?


    All active calls are displayed in the call presence tiles that appear in the main view of the RingByName application.



    If you are an administrator or department manager, you can also access the Departmental and Call Queue Monitors from the system administration area.
    For more information about Call Monitoring and Permission Controls, click here.

    Back to top

     

     


    How can I see the average wait time?


    All active calls are displayed in the call presence tiles that appear in the main view of the RingByName application.



    If you are an administrator or department manager, you can also access the Departmental and Call Queue Monitors from the system administration area.
    For more information about Call Monitoring and Permission Controls, click here.

    Back to top

     

     


    How can I see how many representatives are available to take phone calls?


      All active calls are displayed in the call presence tiles that appear in the main view of the RingByName application.



    If you are an administrator or department manager, you can also access the Departmental and Call Queue Monitors from the system administration area.
    For more information about Call Monitoring and Permission Controls, click here.

    Back to top

     

     


    Can I monitor a single call departmental call queue?

      All active calls are displayed in the call presence tiles that appear in the main view of the RingByName application.



    If you are an administrator or department manager, you can also access the Departmental and Call Queue Monitors from the system administration area.
    For more information about Call Monitoring and Permission Controls, click here.



    Back to top

     

     


    How do I know who my representatives are talking to?


      All active calls are displayed in the call presence tiles that appear in the main view of the RingByName application.



    If you are an administrator or department manager, you can also access the Departmental and Call Queue Monitors from the system administration area.
    For more information about Call Monitoring and Permission Controls, click here.

    Back to top

     

     


    Can a representative place themselves on hold to stop receiving calls?


    Yes. A representative can set their status to indicate their activity and to have the routing of calls to them halted. Each agent may select one of the following statuses from the drop-down on the right side of the screen:

    • Available / Global DND 
    • Ready
    • Paused
    • Lunch
    • Personal Time
    • Meeting
    • Busy
    • Other




    Any status other than "Ready" or "Available" will stop the routing of calls to the agent and will be displayed on the application on the call presence tile.If Global DND is enabled direct and queue calls won't ring an agent. If 'Queue DND' or a similar busy status are active then only queue calls won't ring an agent and they will still be able to get direct calls to their extension or direct number. Whenever this setting or field is changed you'll see a loading icon on your status as pictured below. Be sure you wait for it to completely finish updating your status to be sure your set to ready to begin taking calls again or to DND if you're unavailable to take calls. 



    Remember to switch back to 'Available' or 'Ready' to keep your phone lines open for business!


    Feedback and Knowledge Base