Article #: 24

How To: route calls through ACO call queue

Similar questions: routing calls through ACO call queue, sending calls through ACO call queue, using an ACO/RC queue to route to Xima CCaaS, using an ACO queue to route to CCaaS

Purpose: demonstrate how to route calls through ACO call queue

Steps

1. Go to your RingCentral admin interface. Once there, go to Phone System > Groups > Call Queues.
2. Select the call queue you desire, or you can also create a new call queue. For this example, we’ll create a new call queue by clicking the + New Call Queue button.
3. A new window called “Add Call Queue” will appear. Create a Group Name and enter in your desired Extension Number. For this example, our Group Name will be "Routing to CCaaS via Queue Name."
4. Click Next.
5. A Voicemail PIN will be required, so type in your desired Voicemail PIN and re enter that PIN to verify it.
6. Next, towards the bottom of the page, select which managers’ extensions you would like to include. Once you’ve made your selection(s), determine what kind of access you’d like to give them under the Permission column.
7. Click Next.
8. Select your primary extension from the list of members. This needs to be the sole member of that specific queue so that all calls are going to go to this primary extension. As a reminder here, you may have multiple handsets. If that is the case, look at the configuration. The top one that is in bold is going to be your primary handset.
9. Click Done.
10. Select your new call queue once it has been created.
11. You will see a few dropdown options that appear on the left side of the screen.
12. Click on Direct Numbers if you would like to enter an DID and have it route directly from this DID over to Xima CCaaS. This is not required.
13. Click on Greeting & Hold Music. We recommend disabling the Call Queue Greeting and the Hold Music as this music will play back to back with Xima CCaaS music that is provided.
14. Click Save.
15. Click on Call Handling & Members and stay in the Business Hours tab.
16. Set Route calls to members to Simultaneous and set After call wrap-up time to 0 seconds.
17. Click Save.
18. Stay in the Call Handling & Members section and go to the Wait Settings tab.
19. Set the Number of callers allowed in queue to the highest number, most likely 25 callers. This number should not apply to Xima CCaaS because Xima CCaaS has unlimited queue amount and duration, but you can set the caller number to the highest number as a precaution.
20. Click Save.
21. Stay in the Call Handling & Members section and go to the Display Settings tab.
22. Set the Call information displayed to the kind of call information you would like to see when a call comes in. This will most likely be primarily the Queue Name and secondarily the Phone Number. For this example, that is what we will do.
23. Click Save.
24. You will now navigate to the Xima CCaaS admin portal. Once there, go to Contact Center Configuration > Skill Management
25. A new window called “Skill Management” will appear. Click the Add Skill… in the lower left hand corner.
26. A new window called “New Skill” will appear. Name the skill (i.e., Routing) and click the ellipsis button associated with the Skill Routing Number metric, which is under Voice Settings about two lines down.
27. A new window called “Skill Routing Identifiers” will appear. Click Add.
28. A new window called “New Skill Routing Identifier” will appear. Type in your call queue name previously made. 29. Make sure to match this identically with your call queue name (i.e., same spacing, same capitalization, etc.). If you look back at step 22, in our example we determined that the Queue Name would be the primary identification displayed. In this example, we will therefore type in "Routing to CCaaS via Queue Name" as our Skill Routing Identifier.
29. Click OK.