Additional Resources

IM Group - Admin basics

 

 

 

Self-serve Learning Platforms:

 

BT Support: https://support.btcloudphone.bt.com/ 

 

RingCentral Support (optional): https://support.ringcentral.com/

 

RingCentral University: https://university.ringcentral.com/

 

Accessing your Portals:

 

Admin Portal: https://portal.btcloudphone.bt.com/

 

Analytics Portal: https://analytics.btcloudphone.bt.com/ 

 

 

Reports User Guides:

 

 

Performance Report: https://netstorage.ringcentral.com/guides/PerfReports.pdf 

 

Performance Report - Discrepancies: https://support.ringcentral.com/article/Analytics-Portal-Performance-Report-Data-Discrepancies.html 

 

QoS Report: https://netstorage.ringcentral.com/guides/QualityOfService.pdf

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Other Links on Call Queues, and Call Queue Pickup Members 

 

Call Queues FAQs : https://support.ringcentral.com/article/Call-Queue-Frequently-Asked-Questions.html 

 

Setting up Call queue pickup groups: https://support.ringcentral.com/article/Set-up-Call-Queue-Pickup-Group.html 

 

Intro to Call Queue Pickup group: https://support.ringcentral.com/article/Call-Queue-Pickup.html 

 

Call Queue pick up using the HUD in the BT App: https://support.ringcentral.com/mvp/phone/phone-ringcentral-app/call-queue-pick-up-using-hud-ringcentral-app-desktop-web.html 

 

Data Retention Policy: https://support.ringcentral.com/mvp/admin/company-account-settings/ringcentral-data-retention-policies.html
 

Exercises 

 

Hands-on Practice User Management (consult additional resources if needed):

 

  1. Use an Unassigned Ext. to create a dummy user or create a Limited one (Users>Add User>Without Licence Rental>Phone Number: No);
  2. Have a play with their user settings, make sure you familiarise yourself with those tabs;
  3. Create a Template and apply it to your dummy user;
  4. Create a Custom Role and assign it to your dummy user;
  5. Delete your dummy user, or save it for the next few exercises.

 

Hands-on Practice Phone System Admin (consult additional resources if needed) :

 

  1. Create a test Call Queue – assign the queue to yourself as a member and manager;
  2. Have a play with those settings – e.g. change the business hours;
  3. Explore the 3 options to distribute incoming calls in a queue (Rotating; Simultaneous; Sequential) as well as Wait Settings;
  4. Create a test IVR and configure the prompt;
  5. Assign key press 1 to the dummy queue you created and key press 2 to yourself then delete both the IVR and the queue.

 

Extras:

 

  • Time allowing, it could be beneficial to create a test IVR with a test Announcement-only extension. From your app, dial the extension number of the test IVR and follow the prompt to see how it behaves.