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Customer Flow Document

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  1. Dashboard
    1. General Setting – Setup
    2. General Setting – Contact Center
    3. General Setting – Integrations
    4. General Setting – Advanced
  2. Customer Dashboard
  3. User Profile
  4. Create Extension
    1. Extensions
  5. Call Groups
    1. Create Call Group Dashboard
  6. Call Queues
    1. Create A Call Queue
  7. IVR
    1. Create an IVR

In this section, customers can configure PBX Settings,
Integrate CRM, Hotel Services, Website Chat, SMTP Settings
Security Settings, Upload Music for MOH
Create Email Templates, Create IVR, Queues, and Record your PBX Files, Configure office hours etc…

Dashboard

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General Setting – Setup

General Setting – Outbound Rules

Existing Outbound Rules

Intro Text: Outbound rules enable you to manage the routing of outgoing calls, ensuring adherence to your precise specifications and requirements.

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Create Outbound Rule

General Setting – Language & Office Hours

Intro Text: Establish your preferred language and timezone settings, along with your default office hours.

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General Setting – Language & Office – Hours Create Holiday

Info Text: Record / Upload and Manage your Global holiday greetings.

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General Setting – System Recordings

Intro Text : Record / Upload and Manage system-wide voice prompts and recordings for Voicemail, Holiday greetings, Pre-queue announcements, Messages on Hold, and IVR messages to ensure professional communication across all channels.

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General Setting – Music On Hold

General Settings MOH Files

Intro Text: Improve caller experience with queue and hold music. Seamlessly upload custom tracks or opt for our default selection for a polished touch. Additionally, create playlists for versatility.

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General Settings MOH Playlist

IntroText: Music on hold playlist comprises a curated selection of songs or tracks played to callers during phone call holds, ensuring engagement and alleviating wait-time frustration.

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General Settings MOH Create Playlist

Info Text: Customize a tailored playlist of hold music to ensure callers stay engaged and entertained during their wait on hold. Easily transfer music files to the Playlist section using drag and drop functionality.

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General Setting – SMTP

General Setting – Email Template

General Setting – Security

General Setting – Security – Remove Arab States

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General Setting – Contact Center

General Setting – Aux Codes

General Setting – Wrap-Up Codes

General Setting – Chat

General Setting – Conferencing

General Setting – Call Parking

General Setting – Integrations

General Setting – Integrations – SSO

Intro Text
Choose your preferred sign-in method from Google, Microsoft, or our RingQ Single Sign-On (SSO) for streamlined access and registration

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General Setting – Integrations – CRM

Intro Text – Choose the CRM system you want to seamlessly integrate with RingQ for enhanced efficiency and productivity.

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General Setting – Integrations – CTI

Info Text: Certain providers offer compatibility with third-party CTI Dialers, allowing for direct integration of external dialers into the chosen CRM.

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General Setting – Integrations – MicroApps

Intro Text: Enhance your contact center solution by seamlessly integrating micro-applications, optimizing efficiency and empowering agents with advanced functionality.

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General Setting – Hotel Module

General Setting – Advanced

General Setting – Parameters


Customer Dashboard

These will be Short links to be able to create Extensions, Groups, IVR, Queue, and Call Flows.

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Extensions
Only Owner can buy additional users
Only Owner Can assign a User as a Manager

Managers can edit and manage Extensions to create new user profiles.
– Assign to Groups and Queues

– Assign DID to Queue, Group, or Users

User Profile

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Create Extension

Extensions

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Only Owners can buy New Users

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Intro information box text

Create an extension for your Agents, Supervisors, or Managers, Fill in the details like Name, Business Email, and Username. You can also assign a User Role.  You can configure the extension working hours in the Schedule

Managers can create a User provided there are available User Slots available they can create either a Supervisor or an Agent
Managers can edit their own Extensions, Supervisors, and Agents also upgrade an Agent to a supervisor

Overview Summary

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Information Box
Users are allocated distinctive extension numbers and roles, identified by their names, business email, and username. The system displays assigned Groups and Queues transparently for streamlined collaboration and task management.

Extension Overview – Voicemail Settings

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Introduction – Tailor your voicemail preferences to manage voicemail handling with precision.

Extension Overview – Schedules

Intro Text: Establish the working schedule for the extension. You may opt to adhere to the global working hours or create a customized schedule to suit your needs.

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Extension Overview – BLF

Intro Text: BLF (Busy Lamp Field) allows users to check extension status via indicator lights. It offers shortcuts for setting extension status, call parking, custom speed dials, and status changes, fostering efficient communication and collaboration within organizations.

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Call Control Internal

Intro Text – Control how your calls are handled depending on the status of your extension for both internal incoming calls.

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Call Control – External

Intro Text Control how your calls are handled depending on the status of your extension for External incoming calls.

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More Options

IntroTExt: Customize the user’s access permissions and privileges to align with their specific role and responsibilities within the system, ensuring appropriate levels of access control.

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Call Groups

Create Call Group Dashboard

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Summary

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Intro Text – Create a group to easily categorize agents into teams for simple queue configuration.

Assignments

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Notifications`

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Information Text: Configure your notification preferences and designate recipients for receiving notifications.


Call Queues

Create A Call Queue

Click on Call Queues

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Links to

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Create Queue – Summary

Intro Text : A call queue is a system that organizes and manages incoming phone calls, placing them in a line until an available representative can address them. To create a call queue, define the queue name, Select an appropriate Queue, Choose Greetings, set parameters like maximum wait time, and assign agents. Enhance customer service efficiency by managing calls systematically.

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Create Queue – Assignments

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Info Text:
Easily allocate agents and groups to queues for efficient call management and distribution.

Drag and Drop your Agents or Groups to the Assigned Members Column

Schedules

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Scripts

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Intro Text:

Create a call script. Define key talking points, prompts, and responses to ensure consistent communication and superior customer interactions.

Notifications

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Intro Text: Set email alerts for queue-related events, ensuring timely communication and effective management. Customize notifications for specific actions within the queue. Empower your team with comprehensive email notification configuration options tailored to your organization’s needs.

Integrations

Settings

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Intro Text : Utilize these configuration settings to specify the features you wish to activate for this queue. Tailor the settings to meet your specific requirements and ensure seamless functionality tailored to your operational needs.

IVR

Create an IVR

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