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Users & Call Controls
- Creating Extensions for Users
- Editing and Managing Extensions
- Creating Teams & Assigning Extensions
- Configuring Agent Status & BLF
- Managing Extension Schedules
- Managing User Roles
- Managing Call Controls
- Setting up Shared Parking
- Voicemails
- The BLF Function
- Configuring the Speed Dial
- Configuring the Busy Lamp Field (BLF)
Deployment Methods & System Requirements
Installation Guides
Queue Call Landing
Introduction
This guide introduces the Call Landing features and functions available in RingQ. Call Landing allows you to customize how incoming calls are handled, displayed, and routed—giving you greater control over caller experience and agent workflows. From personalized greetings to smart routing and real-time insights, this guide will help you make the most of RingQ’s Call Landing capabilities.
Call Queuing
When a call comes in, it’s placed into a queue if no agents are available to take the call immediately. This helps in managing high volumes of calls and ensures that each call is handled in an orderly manner.
Call Landing
This refers to the process by which a call enters the queue and is managed according to pre-set rules or configurations. It includes: Initial Routing: Deciding which queue the call should enter based on various criteria such as the time of day, the caller’s needs, or the skills required. Queue Management: Handling the call within the queue until an agent is available. This might include playing hold music, providing estimated wait times, or offering self-service options. Call Distribution: Once an agent becomes available, the system decides how to route the call to the agent. This might involve distributing calls based on agent skills, availability, or other rules.
Configuration Options
Queue Call Landing often includes various settings and options, such as: Enable/Disable Options: For features like showing or hiding the contact number, or whether to provide information about the caller before connecting them to an agent. Real-Time Controls: Adjustments that can be made in real-time, such as changing how calls are handled or routed while they are in the queue. Redirects: Options to redirect calls to different URLs or CRM systems based on queue settings.
Integration with Other Systems
CRM Systems: To provide agents with contextual information about the caller. Analytics and Reporting Tools: To track call queue performance, such as average wait times, abandonment rates, and agent performance metrics.
Features & Functions
| Queue Call Landing | |
|---|---|
| Features | Functions |
| Wrap-up | |
When Enabled  |
Will activate wrap-up for the queue |
When Disabled  |
Will deactivate wrap-up for the queue |
| Wrap-up after answer | |
| When Enabled |
Wrap-up notes will appear after answering for this queue |
| When Disabled |
Wrap-up notes will not appear after answering for this queue |
| Hide Contact Number | |
| When Enabled |
Will show contact information for this queue |
| When Disabled |
Will not show contact information for this queue |
| Queue Scripts | |
| When Enabled |
Will show queue scripts for this queue |
| When Disabled |
Will not show queue scripts for this queue |
| Queue Call Landing Options | |
| Do Nothing | Normal call only, no contacts are hidden or shown. |
| Open Local Contacts | Will activate enabled configurations: 1. Hide Contact Number (*****) 2. Show Caller info before accepting calls |
| Open External URL or CRM | Will open either URL or CRM |
| Open Both | Will open both (Local Contact & External URL or CRM) |
| Delete | |
| Delete Setting | Will delete the entire configuration. |
| Save | |
| Save Setting | Will save the entire configuration |