RingCentral Standard Shift Operations SOP

This article outlines the standard operating procedure for Support Operations agents using RingCentral, including shift start, break management, inbound call handling, shift handover, and shift end activities.

Overview

This SOP ensures consistent call handling, proper queue management, and seamless shift transitions. Following these steps helps prevent missed calls, maintains queue coverage, and ensures customer issues are properly documented and tracked.

Important Note

Agents must always verify their RingCentral status and queue settings at shift start and shift end. Incorrect settings can result in missed calls or continued call routing after sign‑off.

 

Prerequisites

• Zendesk access.
• RingCentral (RingEX) access
• Access to Slack for team communication and handovers.

Step-by-Step Instructions

1. Shift Start – Login & Activation

1. Log in to Zendesk and open the RingCentral panel.

2. Open Settings (gear icon).

3. Set Availability Status to Available.

4. Enable Accept call queue calls.

Note: Never begin a shift with status set to Invisible.

 

2. Break Procedure

1. Open RingEX Settings.
2. Turn OFF Accept call queue calls.

3. Ensure another agent is available before disabling the queue.
4. Upon return, re-enable queue calls, verify status is Available, and notify the team in Slack.

Note: Do not change Status to Invisible during breaks.

3. Handling Inbound Calls

1. Answer calls promptly and professionally.
2. Capture caller name, company/customer name, issue details, impact, and ticket number.
3. Create a Zendesk ticket for every call.
4. Document all details and link related tickets where applicable.
5. Follow escalation procedures when required.

4. End of Shift

1. Disable Accept call queue calls.
2. Change Status from Available to Invisible.
3. Verify call routing is disabled before signing off.

5. Shift Handover Protocol

1. Join a handover call with the incoming agent.
2. Confirm the incoming agent has activated RingCentral and enabled queue calls.
3. Do not disable your queue until activation is confirmed.
4. Review open issues, escalations, and active calls.
5. Document the handover confirmation.

Troubleshooting & Common Issues

Issue	Cause	Resolution
Calls not received	Status set to Invisible or queue disabled.	Set status to Available and enable queue calls.
Calls routed after shift	Status not changed at sign-off.	Disable queue calls and set status to Invisible.

Guidelines & Best Practices

What to Avoid

• Starting a shift with status set to Invisible.

• Changing RingEX settings other than approved queue controls.

• Ending a shift without completing a handover.

• Failing to create a ticket for customer calls.

Best Practices

• Verify queue status at every shift transition.

• Document call details in real time.

• Communicate break and return status in Slack.

• Confirm incoming agent readiness before signing off.

 

Frequently Asked Questions (FAQs)

Q: Should I change my status to Invisible during breaks?
A: No. Only disable queue calls unless you are ending your shift.

Q: Is a Zendesk ticket required if the issue is resolved during the call?
A: Yes. Every inbound call requires a Zendesk ticket.

Q: When can I sign off after handover?
A: Only after the incoming agent confirms RingCentral is active and queue calls are enabled.