Engage Voice: Inbound Admin Basics

Engage Voice: Inbound Admin Basics

In this course, you learn how to leverage the Admin platform to configure inbound queues and routing for effective call management.

About this course

Overview

If you are an administrator, this course helps you get started with the inbound configuration features within RingCentral Engage Voice to maximize agent productivity and improve call success. You will learn how to leverage the Admin platform to configure inbound queues and routing for effective call management. Gain knowledge of how to prioritize queues and configure queue events and re-queue shortcuts. Learn best practices to create and manage dispositions for improved insight into call outcomes.


Objectives

  • Introduction to Engage Voice for administrators
  • Understand inbound routing in Engage Voice
  • Configure agents and enable permissions for inbound calling
  • Identify the primary inbound configuration components
  • Configure inbound queues components
  • Manage agent dispositions for inbound calls
  • Review call recording and delivery features
  • Understand number tracking

Agenda

  • Introduction to Engage Voice for administrators
    • Key benefits
    • Inbound routing overview
  • Configuring agents for inbound
    • Inbound access and permissions
  • Configuring inbound queues and queue groups
  • Assigning agents to queues
  • Assigning phone numbers to queues
  • Managing business hours (schedules)
  • Managing queue priorities
  • Configuring queue events
    • Inbound queue event settings
    • Priority queue event management
  • Managing dispositions
    • Disposition configuration
    • Disposition updates
  • Managing re-queue shortcuts
  • Configuring phone books
  • Managing priority groups
  • Managing call recordings and number tracking

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-inbound-admin/engage-voice-inbound-admin-basics

Engage Voice: Inbound Admin BasicsLevel 1

  • Introduction to Inbound Admin Basics 6 min
  • Reviewing Agent Configuration 8 min
  • Configuring Inbound Queues 34 min
  • Managing Inbound Queue Schedules 8 min
  • Managing Queue Events 33 min
  • Assigning Agents to Inbound Queues 2 min
  • Assigning DNIS to Inbound Queues 3 min
  • Managing Queue Dispositions 8 min
  • Managing Requeue Shortcuts 4 min
  • Managing Phone Books 2 min
  • Configuring Priority Groups 6 min
  • Managing Call Recordings 2 min
  • Managing Number Tracking 1 min
  • Seeing It All in Action 20 min
  • Maintaining Inbound Queues 4 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Using Salesforce for Admins 5 min
  • Job Aid: Configuring Inbound Queues 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

If you are an administrator, this course helps you get started with the inbound configuration features within RingCentral Engage Voice to maximize agent productivity and improve call success. You will learn how to leverage the Admin platform to configure inbound queues and routing for effective call management. Gain knowledge of how to prioritize queues and configure queue events and re-queue shortcuts. Learn best practices to create and manage dispositions for improved insight into call outcomes.


Objectives

  • Introduction to Engage Voice for administrators
  • Understand inbound routing in Engage Voice
  • Configure agents and enable permissions for inbound calling
  • Identify the primary inbound configuration components
  • Configure inbound queues components
  • Manage agent dispositions for inbound calls
  • Review call recording and delivery features
  • Understand number tracking

Agenda

  • Introduction to Engage Voice for administrators
    • Key benefits
    • Inbound routing overview
  • Configuring agents for inbound
    • Inbound access and permissions
  • Configuring inbound queues and queue groups
  • Assigning agents to queues
  • Assigning phone numbers to queues
  • Managing business hours (schedules)
  • Managing queue priorities
  • Configuring queue events
    • Inbound queue event settings
    • Priority queue event management
  • Managing dispositions
    • Disposition configuration
    • Disposition updates
  • Managing re-queue shortcuts
  • Configuring phone books
  • Managing priority groups
  • Managing call recordings and number tracking

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-inbound-admin/engage-voice-inbound-admin-basics

Engage Voice: Inbound Admin BasicsLevel 1

  • Introduction to Inbound Admin Basics 6 min
  • Reviewing Agent Configuration 8 min
  • Configuring Inbound Queues 34 min
  • Managing Inbound Queue Schedules 8 min
  • Managing Queue Events 33 min
  • Assigning Agents to Inbound Queues 2 min
  • Assigning DNIS to Inbound Queues 3 min
  • Managing Queue Dispositions 8 min
  • Managing Requeue Shortcuts 4 min
  • Managing Phone Books 2 min
  • Configuring Priority Groups 6 min
  • Managing Call Recordings 2 min
  • Managing Number Tracking 1 min
  • Seeing It All in Action 20 min
  • Maintaining Inbound Queues 4 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Using Salesforce for Admins 5 min
  • Job Aid: Configuring Inbound Queues 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey