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  • 1.  Ring Groups and Call Queues Vs Queues

    Level 2 Contributor
    Posted 09-12-2023 15:42

    In 8x8 Admin Console you can create Ring Groups and Call Queues. In Config Manager you can create Queues. We use CM Queues for call and queue management but appear to have Ring Groups in the system too from when we were implemented 3.5 years ago. 

    Are the Admin Console Ring Groups and Call Queues for those who do NOT have VCC licenses and completely redundant if we are using CM Queues or is there some special functionality they have in addition to the CM Queues? Ultimately, I am looking to streamline our IVR and clear out redundant settings in 8x8. It has not had much love over the last 3 years and is now my baby.



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    Ben Fischer
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  • 2.  RE: Ring Groups and Call Queues Vs Queues

    Posted 09-13-2023 01:20

    We use ring groups and call queues for anyone that does not have a VCC licence to give them basic functionality. If you have moved all yours over to contact centre queues then I would assume the admin console ring groups and queues are redundant.



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    Lee Heppenstall
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    Original Message


  • 3.  RE: Ring Groups and Call Queues Vs Queues

    Posted 09-13-2023 01:22

    Careful to check for contact centre scripts pointing at the old components that may appear redundant otherwise, for example ring group voicemail boxes.

    We've seen this "technique" used before, frustratingly so.



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    Jonathan Lynn
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    Original Message


  • 4.  RE: Ring Groups and Call Queues Vs Queues

    Level 2 Contributor
    Posted 09-13-2023 01:28

    Sounds painful Jonathan and thank you for the feedback Lee.

    I believe we are only using it to do a warm transfer to a queue, but this would have been set up years ago before an alleged VCC upgrade.

    Looks like I have a fun journey of change management ahead of me :(



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    Ben Fischer
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    Original Message


  • 5.  RE: Ring Groups and Call Queues Vs Queues

    Posted 09-13-2023 06:10

    We use ring groups for smaller applications such as the main line at an office or for an accounting group.  We do have a couple of Call Qs that we use for smaller Qs as they are cheaper than using the v8 licenses.  We save those for our largest and most complicated queues that require the IVR to route calls (option 1, option 2 etc.).  



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    Beth Steiger
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    Original Message


  • 6.  RE: Ring Groups and Call Queues Vs Queues

    Level 2 Contributor
    Posted 09-13-2023 18:35

    I believe I have uncovered why we are using Ring Groups - you cannot attach a script to a Queue. 

    At present, a customer calls us and continues through the IVR, is forwarded to a Queue and the IVR script manages the call - every X minutes so this, Loop that until the call is answered by an Agent. This is all standard.

    If the customer needs to speak to another department, we have Ring Groups setup and Agents transfer the customer to the Ring Group via Company Directory. The Ring Group forwards the call to a Channel named QUEUE - DEPARTMENT with its own external number and there is a script attached to that channel. The script (linked only to the Queue Channel) then manages the call until an Agent accepts it.

    If we were to simply transfer the call to the Queue, there is no script attached to the Queue and therefore the customer would be sitting on hold with no management until the Agent accepts the call. If the wait time is none, 2 or 20mins there is no loops, options to CB etc. This makes perfect sense WHY the company uses ring groups, external numbers and channel scripts but ... not ideal.

    Can you really not attach a stand alone script to a Queue?!

    How do you manage this scenario in your company? Simply tell the customer you'll be on hold for 20mins (estimate based on pending calls and agent availability?)

    Can you do an internal transfer to a channel?

    Keen to hear, 

    Ben

    Side note; I had a chat to another member about our use of Post Call Surveys and Email Channels. Feel free to ask if of interest.



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    Ben Fischer
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    Original Message