Call Queuing and Round Robin for RingByName Queues
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 any sort of number forward like forwarding to cell numbers or landlines. Additionally remote pickup may ignores some queue rules.
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.
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.
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. This would include the time on hold of dropped or unanswered calls as they're live the moment they reach a queue. 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 queue users must be CCaaS Level or your account must have sufficient prepaid call credit. We strongly recommend upgrading to CCaaS Level Users that have no additional call credit charges for Queue calls and include various performance metrics in the additional CCaaS report section. Alternatively if call credit is preferred, we'd 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.
How do I add colleagues to a call queue?
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.
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.
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.
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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.
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.
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.
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.
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?
All active calls are displayed in the call presence tiles that appear in the main view of the RingByName application.
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?
- Available / Global DND
- Ready
- Paused
- Lunch
- Personal Time
- Meeting
- Busy
- Other
