RingCentral: Recommended call flow configuration

Our application is simply a softphone on the RingCentral ecosystem.  All call flow prior to the console ringing is configured at RingCentral.  The following is a recommendation on how to set that up.

As a precursor to all of this, we are assuming the station is properly configured and can make and answer a call.  Normally this means there is a working headset with a microphone.  If this is not in place, we are not considered a valid endpoint.  Calls will appear, but the operator cannot answer them.

We recommend bringing calls into a queue rather than direct to the operator. 
This is most scalable and manageable option.  Without a queue to pace the call flow, the operator can quickly become overwhelmed with ringing calls.
You can bring the call to IVR or Auto-receptionist and forward to a queue.  We will start at the queue part of the flow.

1. Create a call queue.

    Choose a Site for which the queue applies.
    Give it a meaningful name.  We recommend that this name is not too long. 
    When a call comes into the operator, the queue name is displayed in the console. 
    You can have multiple queues and the name will be helpful.
    You can also choose to have Automatic Call Recording (ACR) enabled.
    If ACR is enabled, it is mandatory, and we cannot turn it off in the console.

    Next you will need to assign a Voicemail pin and select a Manager for the queue.

    Next you can added your receptionist and complete it.  If you have more than one, just select them.

2. Next you will need to edit the call queue.

    While there are many settings on a call queue, I will highlight the ones important to us.

    Route calls to members. 
        There are several distribution methods.  We recommend starting with Simultaneous.

    After call wrap-up time. 
        This should be 0 unless a delay between calls is required. This is rare.

    Allow members to change their queue status. 
        If this allowed the operator can sign out of the queue in our application.

3. (Optional)  With the above settings in place, you will have a basic functional environment.

    If you would like the operator or another user to be able to manually select specific calls 

    from a queue, you will need to set them up Pickup Members. 
    Please note, if the operator cannot answer a call due to the configuration issue described
    above, Call Pickup will not work.

    Call Pickup will also let you answer calls from a queue you are not signed into.
    This means an manager or other person to help during busy times.

RingCentral: Recommended role configuration - Manager

We recommend creating a new Role for use by a Manager in the RingCentral admin portal.

You can use the Manager as a starting point for the new role.

We recommend adding the following additional rights to get optimal functionality.

You can create the role similar to this,

1.   User Management - Users
        This will allow the application to manage another user, such as DND and Queue Status.

 

2.     Inventory & Billing
        This allows the user to manage the BOC Licenses

3.     Features
        This allows the application to access certain developer only functions.

Configuring Queue Scripts

You can enable BOC to pop up a script for the operator to follow based on the call queue in which the call arrives.

This will require you to provide web server resources to host your script. 
If access to offsite operators is not required, this script can be full hosted inside the organization for added security.
The URL configured need only be accessible by the operator workstation.

This allows you create a rich script experience with fonts, pictures and even external URL links for cascading procedure steps.

From the Bridge License Portal, you can perform this configuration for your organization.  No local workstation configuration is required.

The first step is to choose the Queue for which you want the script to apply.

Secondly, you will need to enter the entire URL to directly access the script you want to display to the operator when a call comes into that queue.