What is 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.
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.
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.