Setting up Call Queue Pickup Groups - Rainbow Office App

This article provides instructions for admins on how to create and set up a call queue pickup group in the Rainbow Office Online Account.

This feature allows calls waiting in a call queue to be answered by pickup group members rather than waiting for the primary agents. After calls have been waiting for more than the configured Alert time, pickup members receive a call notification on their phones, and soft clients can answer the call by pressing the pickup key.

When pickup members are also called queue agents, they can pick up multiple queue calls concurrently. When pickup members are different users than the call queue agents, they help answer calls when the queue is busy, which improves the speed of answering.

This feature is available to Rainbow Office Video Premium and Ultimate subscribers. To learn how to create a call queue, visit Create a Rainbow Office Call Queue .

NOTE : This feature is also supported on the Rainbow Office app on your desktop or web browser.

Adding a member to the Call Queue Pickup Group

1. From the Admin Portal, go to Phone System > Groups > Call Queues.

2. Click the desired Call Queue name, then click Pickup Settings & Members.
   
   
   

3. On the Pickup Members tab, click Add Pickup Member.

4. Search or browse the names, then add pickup members.

5. Click Done. This will prompt a confirmation box.

6. Click OK.

Setting up an alert timer

1. From the Admin Portal, go to Phone System > Groups > Call Queues.

2. Click the desired Call Queue name, then click Pickup Settings & Members.

3. Click Settings.

4. Select an alert time duration. This is the amount of time before pickup group members will be notified there is a call waiting.

5. Click Save.

Removing a Pickup member

1. From the Admin Portal, go to Phone System > Groups > Call Queues.

2. Click the desired Call Queue name, then click Pickup Settings & Members.

3. Click Remove at the far right of the member’s name you want to remove.

Setting up visual/audible call notifications

1. From the Admin Portal, go to Users > User List > Users with Extensions.

2. Click on the user you want to configure.

3. Select Phones & Numbers.

4. Click Presence.

5. Select Ring my phone when any user I am monitoring rings.

6. Click Save.