Call Queuing 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 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?
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    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.

    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.

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    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.


    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.


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


    • 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. Thia is the preferred call distribution method for customer service and technical support teams.

    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.

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    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.  




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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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    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.  

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    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.

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    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.



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    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.

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    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.

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    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.



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    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.

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    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
    • Do not disturb
    • Ready
    • Paused
    • Lunch
    • Personal Time
    • Meeting
    • Busy
    • Other



    Any status other than "Ready for call" will stop the routing of calls to the agent and will be displayed on the application on the call presence tile.

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