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With the Direct Routing Integration can Users Participate in Queue Calls? (2:22)

Webinar soundbyte from full webinar: RingCentral's Integration with Microsoft Teams


  • Ken Blanc, RingCentral
  • Chris Frey, Converged Technology Professionals
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Video Transcription

Chris Frey:  Most of our customers, are going to take advantage of call queues. and we're really directing users that used to use hunt groups on a Premise PBX or kind of like ACD Light. type functionality to really incorporate call queues into their planning.

So, if when doing the direct integration, can I still be a member of a call queue and answer calls?

Ken Blanc: You can. Yeah, you can use as a user, you could be on Teams and you would be able to receive queue calls, into your Teams environment. So yes, you can do that.

Chris Frey: And if instead I opted to do the O-360 or the like the Chrome plugin and do the Web RTC, then that way I could actually, I could have full control over my account and I can choose to put myself into queue, or out of queue in order to take calls?

Ken Blanc: Yeah, that is definitely, one of the disadvantages of using the direct routing option. If you are an agent in a queue, you would have to, log into your service web view of RingCentral to remove yourself from queue calls.

There are some ways that you can access a browser through the Teams environment, so you could actually stay inside of teams here. and I believe, when you get into the top up here, you've got some ways to embed web links into their so you can log yourself into your RC.

RingCentral Office service website, and check yourself out of accepting queue calls. But yeah, it's not inherently built into, the softphone functionality of the direct routing center. Now, Microsoft has not exposed that level to us.


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