Setting up inbound queues in RingCentral RingCX

See also

Sources

1. 1
   In a queue's Agent Settings, Max Accept Time is the number of seconds the queue rings the agent's phone before requeueing the call, and Wrap Time is the after-call work duration in seconds.

   Managing agent settings on an inbound queue · Agent Settings: Max Accept Time; Wrap Time · Checked 2026-09-30
2. 2
   RingCX agent logins cannot be shared across accounts, and an agent cannot be logged in to more than one account at a time.

   Intro to accounts · section on limitations of separate accounts · Checked 2026-09-30
3. 3
   Where the same agents must handle interactions for several client organizations, RingCentral recommends placing those clients under a single RingCX account rather than separate accounts.

   Intro to accounts · section on limitations of separate accounts · Checked 2026-09-30
4. 4
   RingCentral personnel create a RingCX main account for an organization and grant access to it to the organization's top admin, called the root user.

   Intro to accounts · section describing the main account and root user · Checked 2026-09-30
5. 5
   Each RingCX account has its own configuration and default settings, and admin users are assigned to accounts independently.

   Intro to accounts · section on why to use separate accounts · Checked 2026-09-30
6. 6
   RingCentral's guidance is that a small business typically needs only one RingCX account, while large enterprises may keep separate accounts per branch and service providers such as BPOs may create a separate account per client.

   Intro to accounts · section on when to use multiple accounts · Checked 2026-09-30
7. 7
   The root user of a RingCX main account can create additional sub-accounts beneath the main account.

   Intro to accounts · section describing the main account and sub-accounts · Checked 2026-09-30
8. 8
   RingCX administration is reached from the RingCentral Admin Portal at service.ringcentral.com by clicking Contact Center, then Admin, signing in to RingCX and clicking the Admin tile.

   Creating an inbound queue · procedure steps 1-2 · Checked 2026-09-30
9. 9
   The Permissions checkboxes shown when adding a RingCX agent are Enable agent login, Enable supervisor access, Allow inbound calls, Allow outbound calls and Allow digital queues.

   Adding and managing agents · Adding an agent, Permissions · Checked 2026-09-30
10. 10
    Before agents can be added in RingCX, the users must already exist in the RingCentral Admin Portal, the admin must hold a role permitting agent creation, and an agent group must exist.

    Adding and managing agents · prerequisites · Checked 2026-09-30
11. 11
    To add agents, hover over the agent group under Users > Agents, click the plus icon, select one or more users (only users not yet in RingCX are listed unless Show all users is checked), click Next, set the Permissions checkboxes and click Save.

    Adding and managing agents · Adding an agent · Checked 2026-09-30
12. 12
    From the agent side, queues are assigned by opening the agent under Users > Agents, clicking Inbound Access, checking the queues and clicking Save; Show assigned queues filters the table to queues currently assigned.

    Assigning an agent to an inbound queue · agent Inbound Access method · Checked 2026-09-30
13. 13
    Assigning an agent to an inbound queue requires that the agent already exists, the inbound queue already exists, and the agent's security permissions allow inbound calls.

    Assigning an agent to an inbound queue · prerequisites · Checked 2026-09-30
14. 14
    From the queue side, agents are assigned by opening the queue under Routing > Voice queues & skills, clicking Agent Access, checking the agents and clicking Save; Show Assigned Agents filters the table to agents currently assigned.

    Assigning an agent to an inbound queue · voice queue Agent Access method · Checked 2026-09-30
15. 15
    To create an agent group in RingCX Admin, choose Users then Agents in the left navigation, click New group, enter a name and click Save.

    Creating an agent group · Creating an agent group · Checked 2026-09-30
16. 16
    An agent group is deleted from its edit page via the three-dot More menu and Delete, either with 'Move agents to a different group' enabled to transfer its agents or disabled, with confirmation boxes checked, to delete the agents with the group.

    Creating an agent group · Deleting an agent group · Checked 2026-09-30
17. 17
    An agent group must be set up in RingCX before individual agents can be added; agent groups organise agents by department or function.

    Creating an agent group · overview · Checked 2026-09-30
18. 18
    Agent rank cannot be used concurrently with priority groups or queue priority, and it must first be enabled at the account level by contacting RingCX support.

    Assigning an agent to an inbound queue · Managing agent rank · Checked 2026-09-30
19. 19
    Agent rank is set by entering a number in the Rank column of the queue's Agent Access table or the agent's Inbound Access table and clicking Save; a higher number means a higher priority.

    Assigning an agent to an inbound queue · Managing agent rank, steps · Checked 2026-09-30
20. 20
    Agent roles are managed under Roles > Agent roles in RingCX Admin, and the Handle inbound calls permission there allows agents with the role to handle inbound calls.

    Managing agent security permissions in RingCX · navigation path; Call permissions · Checked 2026-09-30
21. 21
    An agent is removed from an inbound queue by unchecking the agent in the queue's Agent Access table, or the queue in the agent's Inbound Access table, and saving.inferred

    Assigning an agent to an inbound queue · Agent Access and Inbound Access checkbox tables · Checked 2026-09-30
22. 22
    The RingCX admin API calls queue groups gateGroups and queues gates; these are the same resources the Admin UI calls queue groups and queues, and the only required field to create one is groupName for a queue group and gateName for a queue.

    About Queue Groups · terminology note and core fields table · Checked 2026-09-30
23. 23
    The RingCX admin API exposes a setIsActive operation and a DELETE operation on a queue at /voice/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/gates/{gateId}.

    About Queues · endpoint table · Checked 2026-09-30
24. 24
    Inbound queue business hours define when the queue is open on a weekly, per-day schedule; any time outside an open period is a closed period in which agents cannot receive calls on that queue, and a day can hold several open periods or be closed entirely.

    Setting up daily inbound queue business hours in RingCX · overview and key concepts · Checked 2026-09-30
25. 25
    A business hours override for a specific date, such as a holiday, is added from the queue's Business Hours section with New Override, choosing the date, a Description, the closed event settings and any open periods.

    Setting up daily inbound queue business hours in RingCX · Configuring business hours overrides · Checked 2026-09-30
26. 26
    Daily business hours are set on the queue's Business Hours section by clicking the Edit icon in the Daily Business Hours table, selecting a day, checking Closed or setting Start Period and End Period, using Add new period for further open periods, and clicking Ok.

    Setting up daily inbound queue business hours in RingCX · Configuring daily business hours · Checked 2026-09-30
27. 27
    RingCentral's support content for RingCentral Contact Center names inbound voice ACD skills, points of contact and scripting as its admin setup topics.

    RingCentral Contact Center (support content returned for the point-of-contact article URL) · list of common setup tasks · Checked 2026-09-30
28. 28
    The RingCX procedures for queue groups, Voice queues & skills and Workflow Studio do not describe RingCentral Contact Center, whose support content is organised around ACD skills, points of contact and scripts instead.inferred

    RingCentral Contact Center (support content returned for the point-of-contact article URL) · list of common setup tasks · Checked 2026-09-30
29. 29
    By default RingCX distributes a queue's calls to the next available agent assigned to the queue; skills and routing priorities refine that behaviour.

    Intro to inbound call routing · agent selection paragraph · Checked 2026-09-30
30. 30
    The Agent Settings section of a queue's General tab contains Hangup on Disposition (disconnects the call when the disposition is submitted), Disable Dispositions and Agent Notes (hides both from the agent interface) and Disposition Alert Timer (seconds after a call ends before the agent is reminded to disposition it).

    Managing agent settings on an inbound queue · Agent Settings: Hangup on Disposition; Disable Dispositions; Disposition Alert Timer · Checked 2026-09-30
31. 31
    Queue dispositions in RingCX are the outcomes agents can select after handling a call from that queue, and they are managed in the queue's Dispositions section.

    About Queues · related queue configuration list, dispositions · Checked 2026-09-30
32. 32
    Assigning a contact number as a DNIS to an inbound queue lets RingCX match the dialed number to that queue for routing.

    Intro to inbound call routing · DNIS assignment paragraph · Checked 2026-09-30
33. 33
    A group skill is given to an agent under Users > Agents > the agent > Skill Profiles by clicking Add Profile, naming it, and selecting the queue group under Voice Group Skills; the agent must already be assigned to the corresponding inbound queue for the skill to appear.

    Creating and managing inbound queue group skills · Assigning group skills to agents · Checked 2026-09-30
34. 34
    A group skill is created by hovering over the inbound queue group under Routing > Voice queues & skills, clicking the Edit Group pencil icon, opening the Group Skills tab, clicking New skill, entering a name and description, setting the Status toggle, clicking Continue and then Save.

    Creating and managing inbound queue group skills · Creating inbound queue group skills · Checked 2026-09-30
35. 35
    The Group Skills page lists each skill's name, description, creation date and active status; clicking a skill opens it for editing or for removal with Delete.

    Creating and managing inbound queue group skills · Managing inbound queue group skills · Checked 2026-09-30
36. 36
    Group skills are created inside a queue group and let RingCX route specific types of calls to agents with matching capability, such as a language or product knowledge; agent skill profiles assign the skills to individual agents.

    Intro to inbound call routing · skills paragraph · Checked 2026-09-30
37. 37
    For skill-based routing, a group skill must be added to a queue event of type Route to Agent on a queue in the same queue group: edit the queue event and, under Skilled Agent Routing, drag the skill from Available Skills into Skills In Use, then click Ok and Save.

    Creating and managing inbound queue group skills · Adding group skills to queue events · Checked 2026-09-30
38. 38
    A priority group ranks inbound queues absolutely: when the same agents are available across queues, calls from the highest-ranked queue are handled first, and a queue's priority group ranking always takes precedence over its individual Queue Priority.

    Creating an inbound priority group · introduction and relationship to queue priority · Checked 2026-09-30
39. 39
    A priority group is created under Routing > Priority Groups by clicking New Group, naming it, clicking Ok, selecting the group, adding queues with the Queue Order dropdown, entering a Rank beside each queue (a higher number is a higher priority) and clicking Save.

    Creating an inbound priority group · Creating a priority group, steps 2-10 · Checked 2026-09-30
40. 40
    The Active setting on a RingCX inbound queue activates the queue so that agents can begin taking calls on it.

    Configuring inbound queue settings in RingCX · Queue Settings, Active · Checked 2026-09-30
41. 41
    An existing inbound queue, opened from Routing > Voice queues & skills, exposes the configuration sections General, Business Hours, Queue Events, Agent Access, Channel Number, Dispositions, Requeue Shortcuts, Phone book, Special ANI and Velocity ANI Exceptions.

    Creating an inbound queue · list of queue configuration options after the procedure · Checked 2026-09-30
42. 42
    To create an inbound queue, hover over the inbound queue group under Routing > Voice queues & skills, click the New queue plus icon, check Active under Queue Settings, enter a Name, configure other settings as needed and click Save.

    Creating an inbound queue · procedure steps 3-8 · Checked 2026-09-30
43. 43
    A RingCX inbound queue is a holding area where incoming calls wait for an agent; queues are organised within queue groups and carry settings such as business hours, service level, agent assignments and queue priority.

    Intro to inbound call routing · section on inbound queues · Checked 2026-09-30
44. 44
    The Queue Event Settings of a RingCX queue hold Dequeue Delay (time before a call is sent to an available agent), Sync (Busy) Queue Wait (minutes in queue before a busy signal is returned) and Max Queued Calls (maximum calls allowed in the queue).

    Configuring inbound queue events · Queue Event Settings · Checked 2026-09-30
45. 45
    A queue event is added on the queue's Queue Events tab under Queue Event Configuration by clicking Add Queue Event, choosing an Event Type, setting a Rank and a Duration in seconds, then clicking Ok and Save; Duration is how long the event runs before the next event starts.

    Configuring inbound queue events · Creating a queue event; Duration setting · Checked 2026-09-30
46. 46
    Queue events define the steps a caller experiences in a RingCX queue; the default event type is Route to Agent, which routes the call to an available agent once the dequeue delay has been met.

    Configuring inbound queue events · event type list, Route to Agent · Checked 2026-09-30
47. 47
    Besides Route to Agent, RingCX queue event types include Inbound Requeue, Route to Last Agent, Call Termination, Send to Workflow Studio, Send to Cloud, Send to Track #, Send to Voicemail, Transfer Call and the legacy Send to App (IVR).

    Configuring inbound queue events · event type list · Checked 2026-09-30
48. 48
    To create an inbound queue group in RingCX Admin, click the Routing icon, select Voice queues & skills, click New group, enter a Group name and click Save.

    Creating and managing an inbound queue group · Creating an inbound queue group, steps 3-6 · Checked 2026-09-30
49. 49
    An inbound queue group is deleted from its Edit group page via the More three-dot icon and Delete; a 'Move queues to a different group' toggle either moves its queues to a chosen group or, when off and the confirmation boxes are checked, deletes the queues with the group.

    Creating and managing an inbound queue group · Deleting an inbound queue group · Checked 2026-09-30
50. 50
    Hovering over an inbound queue group under Voice queues & skills shows an Edit group pencil icon that opens the group, where the Group name can be changed and saved.

    Creating and managing an inbound queue group · Editing an inbound queue group name · Checked 2026-09-30
51. 51
    An inbound queue group must exist in RingCX before an inbound queue can be created.

    Creating and managing an inbound queue group · opening paragraph · Checked 2026-09-30
52. 52
    The section of an inbound queue where a queue-specific DNIS number is assigned is labelled Channel Number.disputed

    Creating an inbound queue · list of queue configuration options, Channel Number · Checked 2026-09-30
53. 53
    A number is assigned to an inbound queue under Routing > Queues by selecting the queue, opening DNIS Assignment, clicking Show All DNIS, checking the numbers and clicking Save.disputed

    Testing call routing in your inbound queue · Assigning a number to an inbound queue · Checked 2026-09-30
54. 54
    Queue Priority, a numeric setting on the queue's General tab, is a weighted preference: higher-priority queues receive a higher percentage of calls to shared agents while lower-priority queues still receive calls.

    Intro to inbound call routing · queue priority paragraph · Checked 2026-09-30
55. 55
    A Route node is configured by dragging it onto the Workflow Studio canvas, double-clicking it to edit, assigning a Node ID and selecting the transfer type from the dropdown.

    Using the Route node in the RingCX Workflow Studio · adding a Route node · Checked 2026-09-30
56. 56
    A Route node's Voice queue destination can be set dynamically with an expression of the form ${parentObj.childObj.fieldName}, and the expression must resolve to the queue's item ID, not its name.

    Using the Route node in the RingCX Workflow Studio · setting destinations dynamically · Checked 2026-09-30
57. 57
    The Workflow Studio Route node transfers interactions to other destinations; its Voice Queue transfer type transfers calls to an existing inbound queue, and its other types are Cloud Profile, Track, PSTN, SIP and Digital Queue.

    Using the Route node in the RingCX Workflow Studio · destination types · Checked 2026-09-30
58. 58
    The agent-side test is to log in to the agent interface, select the inbound queues under test on the second login page, choose Use integrated softphone as Login Type, check Start taking calls, then place test calls and confirm the agent receives them, call controls work and call information displays.

    Testing call routing in your inbound queue · Testing from the agent perspective · Checked 2026-09-30
59. 59
    The closed-queue test is to call the queue's test number while the queue is closed and verify the call routes as expected for after-hours calls or a configured schedule override, repeated for each inbound queue.

    Testing call routing in your inbound queue · Testing while queue is closed · Checked 2026-09-30
60. 60
    Test phone numbers for RingCX inbound queues are requested from the customer success manager in a production environment, or from the project or implementation manager during implementation.

    Intro to testing inbound queues · obtaining test phone numbers · Checked 2026-09-30
61. 61
    The open-queue test is to have at least one agent logged in to the queue, call the number assigned to it, and verify that any workflow's DTMF options reach the right endpoints, audio prompts play, and the queue receives and processes the call and its queue events as configured.

    Testing call routing in your inbound queue · Testing while queue is open · Checked 2026-09-30
62. 62
    RingCentral recommends testing inbound queues after configuration and again whenever major changes are made to one or more inbound queues.

    Intro to testing inbound queues · overview · Checked 2026-09-30
63. 63
    A channel is assigned to a workflow by opening the workflow, clicking Channel Assignment, checking the box next to the channel and clicking Save; clicking Assigned at the top lists the channels linked to the workflow with their Name and Type.

    Creating a workflow · Assigning a channel to the workflow; Viewing channel assignments · Checked 2026-09-30
64. 64
    A workflow is created by hovering over the workflow group under Categorization > Workflows, clicking the New Workflow plus icon, entering a Name and Description, optionally checking Enable Debug with a Debug Email that receives a step-by-step analysis after interactions, and clicking Save.

    Creating a workflow · Creating a workflow · Checked 2026-09-30
65. 65
    A workflow group is created in RingCX Admin by clicking the Categorization icon, selecting Workflows, clicking New Group, entering a Group name and clicking Save.

    Creating a workflow · Creating a workflow group · Checked 2026-09-30
66. 66
    In Workflow Studio a node is added by dragging it from the palette onto the workspace, connected by clicking the plus icon on a node and dragging the arrow to the next node, and removed by hovering over it and clicking Remove or selecting it and pressing Delete.

    Using Workflow Studio · working with nodes · Checked 2026-09-30
67. 67
    Routing interactions through a RingCX workflow requires creating a workflow group, creating a workflow in it, assigning at least one channel number to the workflow and building the workflow in Workflow Studio.

    Creating a workflow · opening prerequisites list; Assigning a channel to the workflow · Checked 2026-09-30
68. 68
    Workflow Studio is opened by expanding the workflow group under Categorization > Workflows, selecting the workflow and clicking Workflow Studio in the left navigation; a new workflow already has a Start node on the canvas, which activates the workflow on an incoming interaction such as a call.

    Using Workflow Studio · accessing Workflow Studio; Start node · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up inbound queues in RingCentral RingCX. WarmTransfer. https://warmtransfer.net/guides/ringcx-inbound-setup

@misc{warmtransfer-ringcx-inbound-setup,
  title  = {Setting up inbound queues in RingCentral RingCX},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/ringcx-inbound-setup},
  note   = {Verified 2026-09-30}
}