15-Mar-2021
Article :010514

This article guides Administrators and Call queue managers in configuring the call queue handling rules for incoming calls in the Rainbow Office online account.

1. Log in to the Rainbow Office online account

 2. Go to Admin Portal > Phone System > Groups > Call Queues

3. Select the call queue that needs to be modified

4. Click Call Handling & Members

5. On the Business Hours tab, click the drop-down menu next to Route calls to members. Select your preferred routing method:

Select Rotating

This option rings available members one at t time based on who has been idle the longest.

Set the Number of rings before trying next member

Select the After call wrap-up time. This is the number of seconds or minutes of delay between calls, before another call will be offered to the group member. Go to Step 6.

Select Simultaneous

Simultaneous ringing routes an incoming call to all available members at the same time. You can only add up to 10 extensions. To increase the limit of the number of agents that can be added to the call queue group, please contact Rainbow Office Support.
Select the After call wrap-up time. This is the number of seconds or minutes of delay between calls, before another call will be offered to the group member.

NOTE: Limit increase will only work if there are no agents in the queue with more than 2 enabled phones in their extension's Call Handling and Forwarding rule. Agents with more than 2 enabled phones in their extension's call handling and forwarding rules can't be added to a call queue group with more than 10 members. Go to Step 6.

Sequential

Ring available members one at a time in the order you set. There are no limits to the number of agents that can be added to the group with this call handling rule.

Set the Number of rings before trying next member

Select the After call wrap-up time. This is the number of seconds or minutes of delay between calls, before another call will be offered to the group member

To rearrange the names on the list, click and hold the Reorder list icon in the order column, then drop it to the target row

6. To add primary members to the call queue group, click Add Member

7. Select the members from the list, then click Done

8. Click Save

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Tags - Rainbow Office, Administration, Call, Call Handling, Administration, Monitoring, Queue

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