Round Robin Departments Vs Round Robin Call Queuing | Adding Cellphones & Landlines

What is Call Queuing Round Robin?

Round robin is one of the most popular ways to queue-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.

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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 enable department round robin?

To enable round robin, 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".


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 'How should we distribute calls'. Here you can select round robin, and determine how many rings each agent will have on their turn. 


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

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How do I enable Queued round robin?

To enable round robin, 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".


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.
 

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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.

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