{"id":46505,"date":"2021-02-03T23:10:26","date_gmt":"2021-02-04T07:10:26","guid":{"rendered":"\/us\/en\/blog\/?p=46505"},"modified":"2025-05-14T01:53:16","modified_gmt":"2025-05-14T08:53:16","slug":"create-a-call-queue","status":"publish","type":"post","link":"\/us\/en\/blog\/create-a-call-queue\/","title":{"rendered":"Create a call queue: How to configure and manage your settings"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customers have high expectations for the businesses they interact with. That includes connecting with <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> representatives as quickly as possible.. After all, calling is still the <\/span><a href=\"https:\/\/clouddamcdnprodep.azureedge.net\/gdc\/gdcPiLLQw\/original?ocid=mkto_eml_EM582302A1LA1\"><span style=\"font-weight: 400;\">number one channel<\/span><\/a><span style=\"font-weight: 400;\"> (71%) customers prefer for reaching a company. The less they wait on hold for call agents, the happier they\u2019ll be.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So how can businesses reduce the amount of time their customers wait on the phone, especially when phone lines get congested? That\u2019s where call queues come in.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<div class=\"full-width\">In this blog, we&#8217;ll look at:<\/div>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"#what-is-a-call-queue\"><span style=\"font-weight: 400;\">What is a call queue?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"#call-queue-2\"><span style=\"font-weight: 400;\">Why should I use call queues?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"#call-queue-3\"><span style=\"font-weight: 400;\">When should I use call queues? How many call queues do I need?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"#call-queue-4\"><span style=\"font-weight: 400;\">How do I personalize my call queue in RingCentral?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"#call-queue-5\"><span style=\"font-weight: 400;\">How do call queues benefit your business?<\/span><\/a><\/li>\n<\/ol>\n<h2><strong><a id=\"what-is-a-call-queue\"><\/a>What is a call queue?<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">A call queue distributes calls to employees in your organization who can help resolve an issue or answer a question.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, when a customer service call is received, the caller is typically greeted by a welcome message and connected to an available employee (\u201cagent\u201d). If no agents are available, the caller is \u201cqueued,\u201d hearing music and\/or a message.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The caller waiting is connected automatically to the next available agent. Calls not answered after a configurable wait time may be routed to an alternate destination (answering service or voicemail box). Voicemail transcription provides call queue managers with text-based call notifications when callers leave a message, so they can call back customers when call center agents are available.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-46512\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/02\/Blog_Image_Call-queues-blog-image-621656642_2x.png\" alt=\"\" width=\"1860\" height=\"1400\" \/><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">A call queue consists of:<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Schedule<\/b><span style=\"font-weight: 400;\">: Your schedule specifies how calls are handled when the business is open and closed, including holidays and weekends.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Greetings and music<\/b><span style=\"font-weight: 400;\">: Upload custom recorded messages and audio files or choose from a library of pre-recorded greetings and hold music to tailor the caller\u2019s experience while waiting for an agent.\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Call distribution<\/b><span style=\"font-weight: 400;\">: Inbound calls are distributed to call agents using a \u201cfirst-in, first-out\u201d strategy. The first call received is the first call connected to an available agent.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Routing method<\/b><span style=\"font-weight: 400;\">: The next available agent is selected to receive calls using any of these methods: rotating (or most idle agent), sequential (or top-down), or simultaneous.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Call handling and routing options: <\/b><span style=\"font-weight: 400;\">These advanced call options allow you to send callers to other call queues, users, <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a> menus, or external numbers when different conditions occur (for example, if the wait time is greater than one minute).<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Reports<\/b><span style=\"font-weight: 400;\">: Real-time and historical call analytics help managers monitor the callers\u2019 experiences (e.g., amount of time on waiting on hold, service level delivered) and agent performance (e.g., number of calls answered).<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-image: url(\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/rc-bottom-cta-bg.png);\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/Alvin3.jpg\" class=\"responsive-image\" alt=\"A cloud phone ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>A cloud phone system combined with messaging and video for your business.<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Learn more\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/solutions\/office\/call.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Learn more\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Learn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><strong><a id=\"call-queue-2\"><\/a>Why should I use call queues?\u00a0<\/strong><\/h2>\n<ul>\n<li aria-level=\"1\"><b>Reduce the amount of time calls are waiting: <span style=\"font-weight: 400;\">Call queues help route callers to the appropriate agent. That means fewer transfers between agents and more time resolving issues.<\/span><\/b><\/li>\n<li aria-level=\"1\"><strong>Flexible call flows:<\/strong> <span style=\"font-weight: 400;\">Call queues allow you to route calls to call center agents, extensions, or external numbers based on a schedule (open, closed, or holiday) or when certain conditions occur (such as wait time is greater than one minute, more than 10 callers are waiting in the queue, no agents are available, etc.).<\/span><\/li>\n<li aria-level=\"1\"><strong>Improve the customer experience with data<\/strong><span style=\"font-weight: 400;\"><strong>:<\/strong> Call queues capture data that gives managers deep insights into the customer experience such as wait time, talk time, hold time, and more.<\/span><\/li>\n<li aria-level=\"1\"><b>Improve agent performance<\/b>: Call queues also provide reports on agent productivity (e.g., number of calls answered, which agents placed calls on hold, etc.). Call queue reports can help determine when additional staff or schedule changes are needed during busy times.<\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\ud83d\ude03<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude20<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude23<\/span><span class=\"s2\"><b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b><\/span><span class=\"s1\">\ud83d\ude03<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude20<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude23<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\u00a01\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"6a08656068c45\" id=\"6a08656068c45\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a08656068c45.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a08656068c45.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<h2><strong><a id=\"call-queue-3\"><\/a>When should I use call queues? How many call queues do I need?<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Different types of calls require different expertise. You might need a Customer Service call queue for a team of employees who answer calls related to purchasing a product; or, a Help Desk call queue for a team of IT employees who resolve technical issues.\u00a0\u00a0<\/span><\/p>\n<p>To make the routing process smoother, advanced tools like an <a href=\"https:\/\/www.ringcentral.com\/ai-receptionist\">AI Receptionist<\/a> can help identify a caller&#8217;s needs and automatically direct them to the appropriate call queue. This ensures that customers are connected to the right team quickly and efficiently.<\/p>\n<p><span style=\"font-weight: 400;\">To help determine how many call queues you may need:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Create a list of the types of incoming calls that need to be answered.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Consider the reporting data you\u2019ll need.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Each call queue report includes several key performance metrics (KPIs) that help the business monitor the customer experience while measuring agent productivity. If you plan to answer different types of calls with a single call queue, the report will show summarized call information. For example, if you answer Apartment Sales and Home Sales calls using one Sales call queue, the report will show both call types together (e.g. sales calls=10)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you plan to answer each inbound call type with a unique call queue, the report will show individual call type data. For example, if Apartment Sales and Home Sales call types are answered by their own unique call queues, each report will show individualized data (apartment sales calls=8; home sales calls=2).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once you\u2019ve created a list of incoming calls you need to answer and grouped them together (or separately) based on the reporting you need, you\u2019re ready to set up your call queue(s).<\/span><\/p>\n<h2><strong><a id=\"call-queue-4\"><\/a>How do I personalize my call queue in RingCentral?<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">To create a call queue, log in to the Admin Portal, navigate to Phone System &gt; Groups &gt; Call Queues, and click New Call Queue. For each call queue:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Configure the call queue details: name, extension, and site.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Select the call queue manager(s) and permission(s). Full-access managers may change all call queue settings, while member management managers may add\/remove agents.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Select the call queue agents who will answer calls.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Once the call queue is created, you can personalize these additional settings:<\/span><\/p>\n<ul>\n<li><b>Schedule:<\/b><span style=\"font-weight: 400;\"> The call queue schedule is set to \u201cOpen 24 hours\/7 days a week\u201d by default. To configure different hours, select the desired call queue, navigate to Call Queue Details &gt; Settings, and select Custom hours.<\/span><\/li>\n<li aria-level=\"1\"><b>Direct Numbers:<span style=\"font-weight: 400;\"> Add one or more (optional) toll-free or <a href=\"https:\/\/www.ringcentral.com\/office\/features\/local-numbers\/overview.html\">local phone numbers<\/a> that will be answered by the call queue. Alternatively, you may first answer the call using an auto-attendant or IVR menu that routes the caller to the call queue based on the caller\u2019s response to prompts (e.g., \u201cPress 1 for Sales, press 2 for Support).<\/span><\/b><\/li>\n<li aria-level=\"1\"><strong>Greeting &amp; Hold Music:<\/strong><span style=\"font-weight: 400;\"> Greetings are optional recorded messages that are played to callers at different times during the call. You can upload custom greetings and audio files or select from a library of pre-recorded options.<\/span>\n<ul>\n<li aria-level=\"1\"><strong>Call Queue Greeting<\/strong><span style=\"font-weight: 400;\"><strong>:<\/strong> This optional welcome announcement is played to callers before being connected to an agent. <\/span><\/li>\n<li aria-level=\"1\"><b>Audio While Connecting<\/b>: Music on hold is played to callers while they\u2019re \u201cqueued\u201d waiting to be connected to the next available agent.<\/li>\n<li aria-level=\"1\"><b>Interrupt Audio<\/b><span style=\"font-weight: 400;\">: This optional announcement is played periodically while the caller is waiting to be connected to an agent, e.g., \u201cThanks for your patience; we will answer your call shortly.\u201d<\/span><\/li>\n<li aria-level=\"1\"><b>Hold Music<\/b><span style=\"font-weight: 400;\">: The music callers will hear if the agent places the call on hold.<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\"><\/li>\n<\/ul>\n<\/li>\n<li><b>Call Handling &amp; Members: <span style=\"font-weight: 400;\">Agent selection, routing method, and wait settings determine the call flow, e.g., how calls are answered and the caller\u2019s experience while waiting to be connected.\u00a0\u00a0<\/span><\/b><\/li>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Business Hours<\/b><span style=\"font-weight: 400;\">: These settings control how agents in the queue are selected to receive calls when the call queue is open.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Wait Settings<\/b><span style=\"font-weight: 400;\">: These advanced call settings control how calls are routed when different call queue conditions occur:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Maximum number of callers allowed in queue<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">How should calls be routed when the queue is full?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Maximum wait time in queue<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">How should calls be routed when maximum wait time is reached?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">How should calls be routed when agents are available but do not answer or when all agents are busy or unavailable?\u00a0<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Display Settings<\/b><span style=\"font-weight: 400;\">: These settings determine the call information displayed to the agent while the call is ringing\/connected (e.g., Call Queue Name, Caller ID Name, and Caller ID Number).\u00a0\u00a0<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<figure id=\"attachment_46510\" aria-describedby=\"caption-attachment-46510\" style=\"width: 710px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"wp-image-46510 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/02\/Call-queue-1.png\" alt=\"\" width=\"710\" height=\"404\" \/><figcaption id=\"caption-attachment-46510\" class=\"wp-caption-text\">Incoming queue call information on Polycom phone<\/figcaption><\/figure>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>After Hours<\/b><span style=\"font-weight: 400;\">: Specifies how calls are routed when the call queue is closed.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Custom Rules<\/b><span style=\"font-weight: 400;\">: Configure a custom rule to route calls during holidays.<\/span><\/li>\n<li aria-level=\"1\"><b>Messages &amp; Notifications:<span style=\"font-weight: 400;\"> Voicemail box greeting and message notification settings.\u00a0<\/span><\/b><\/li>\n<\/ul>\n<h2><b><a id=\"call-queue-5\"><\/a>How do call queues benefit your business?<\/b><\/h2>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-46513\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/02\/Satisfied-customer-scaled.jpg\" alt=\"\" width=\"2048\" height=\"1366\" \/><b style=\"font-size: 16px;\"><\/b><\/p>\n<h3 class=\"heading h3\">1. A more personalized experience for customers<\/h3>\n<p><span style=\"font-weight: 400;\">The best calling experience resolves an issue quickly, and that means routing calls to the appropriate call center agents. For example, before callers get connected to an agent, they navigate through the <a href=\"https:\/\/www.ringcentral.com\/lp\/small-business-phone-service.html\">business phone service&#8217;s<\/a> IVR to determine their concern.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By the time they reach an agent, the agent already has some background info on the caller (account info, purchase history, and or support issue) and can start the resolution cycle immediately.<\/span><\/p>\n<h3 class=\"heading h3\"><b>2. Reduce wait times and abandon rates<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Without an efficient call management system, customers can spend excess amounts of time waiting on hold or speaking to the wrong representative.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A call queue distributes calls to the right agents to resolve issues faster. That means shorter wait times for customers waiting in line and lower abandon rates overall.<\/span><\/p>\n<h3 class=\"heading h3\"><b>3. Optimize costs and efficiency<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As the old saying goes: time is money. The less time agents spend on issues, the lower your cost per call.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With call queues, the entire resolution cycle is streamlined, allowing your agents to make the most of every call and churn through customers faster.<\/span><\/p>\n<h3 class=\"heading h3\"><b>4. Workforce engagement<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Working with customers all day (many of whom dial in frustrated) is an exhausting job. Call queues, however, make their work much easier by reducing the tension in calls and empowering them to resolve issues quickly.<\/span><\/p>\n<h2><b>Deliver the service your customers deserve<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Whether your business\u2019s call volume is growing or already has <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">call center software<\/a>, call queuing ensures that your teams have the tools to provide exceptional service and win the loyalty of your customers.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customers have high expectations for the businesses they interact with. That includes connecting with call center representatives as quickly as possible.. After all, calling is still the number one channel (71%) customers prefer for reaching a company. The less they wait on hold for call agents, the happier they\u2019ll be. So how can businesses reduce &#8230;<\/p>\n","protected":false},"author":1059,"featured_media":46514,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,18391],"tags":[11384,12989,8000,743,2088],"class_list":["post-46505","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-it-leadership","tag-call-queue","tag-ccaas","tag-contact-center","tag-customer-experience","tag-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Create a call queue: How to configure and manage your settings | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Customers have high expectations for the businesses they interact with. 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