RingCentral Phone Status Codes
Article ID: 1000
There are several statuses that you may have to put yourself in throughout the course of your work day. In order to change your status, click on the dropdown and select the status you want to be in. Use the following guidelines to help you pick the correct status:
CSR Phone Statuses
The following statuses are acceptable to be used for both ReSupply and Patient Care. All statuses outside your normal daily statuses MUST be pre-approved by a Team Lead, Supervisor or higher authority.
- Available
- This will be your default status when you are not on an active call, and are ready to accept your next interaction.
- Bio Break
- This should be used for restroom breaks in between your scheduled break times should you need to utilize it. This should not be stacked just before or after a scheduled break to extend a break time nor should it be used for a smoke break.
- Break
- This status is used when you are going on your scheduled break (not lunch)
- Lunch
- This status is used when you are going to your scheduled lunch
- Coaching – CSR
- This should be utilized when instructed to do so by a Team Lead/Supervisor, this would be done to go over specific QA coaching’s and related questions.
- Email - Case Processing
- This status is ONLY used when provided direction from a Supervisor or Team Lead. (You will still receive interactions in this status.)
- Emergency
- This would be used in the event you need time to handle children/homeschooling efforts. This may also be used to make or receive an emergent phone call in between a scheduled break due to the urgency of a situation. If you require extended time (more than 5 minutes), you MUST reach out to a team lead/supervisor. This would also be used in the event of a fire drill or real fire/emergency.
- End of Shift
- At the end of your scheduled shift, you MUST put yourself in this status.
- FMLA-WC Break
- This would ONLY be used for agents that have pre-authorized medical breaks
- Meeting
- This status is utilized for general meetings and any additional formal meetings you are approved to attend, outside of the ones detailed below.
- Meeting – All Hands
- This status is utilized for All Hands or Quarterly meetings
- Meeting – Special Project
- This status is used when you are working on a Special Project. This must be pre-approved by your Supervisor/TL
- Meeting – Supervisor Catch Up
- This status is used for 1:1 meetings, pulse checks and other meetings with your TL/Supervisor
- Meeting – Team Huddle
- This status is used for Team Meetings/Huddles
- Outbound Call
- If you have to call a patient back or if you are calling a patient for a voice mail or e-mail interaction. You MUST receive pre-approval prior to using this status.
- Project
- Used only when your project time does not fit into a category below
- Project – Audits-Company
- Used if your are working on the ResMed internal audit.
- Project – Orphan Cases
- Used when you have been approved to work through Orphaned Email Cases
- System Outage
- This should be utilized only when your individual PC is experiencing issues that would affect your ability to handle a patient contact.
- Training
- This status should be used when taking any in-house team training (time must be preapproved).
- Training – LMS
- This status should be used when taking any LMS training (time must be preapproved).
- Wrap Up
- Only utilized AFTER you have used your 90 seconds of ACW and you are not able to complete your post call work within the alloted time. This includes a follow up email to the HME if you were not able to completed while on the call, as well as floor support assistance that you seek from a QA rep or Team Lead in regards to that particular contact. (If you require to use Wrap Up, you must notify in the Team Chat group.) This status is NOT to be used for processing email interactions or checking your outlook emails.
Team Lead Phone Statuses
These statuses are ONLY to be used by a Team Lead or a CSR taking patient escalations. ALL theses statuses require notification to a Supervisor when utilizing.
- Chat Support
- Used when working chat support for One Teams/Direct Chats
- Coaching
- This is ONLY to be utilized by a Team Lead/Supervisor when needing to support/coach a CSR
- Project – Patient Escalation Follow-up
- Used when you need to follow up with a patient escalation
- Project – SME Follow-up
- Used when you need to follow up with a Team Lead issue/task
- QA – Email
- Used when you are completing Email QA (note: you will still be able to receive calls in this status)
- QA – Phone Audits
- Used when you are completing Phone QA
Unauthorized Phone Statuses
Do NOT use the following statuses unless you have explicit permission from a Supervisor or higher authority.
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- Article Metadata
- The following table provides management and control details about the current published version of this article.
Prepared By
Clint Rodenfels
Reviewed By
Clint Rodenfels
Process Owner
Nader Omar
Subject Matter Expert
Diane Clarke
Visibility
Internal - ACE
Revision Workflow
Standard
Archive Date
DAC
DAC1
- Revision History
- The following table summarizes changes for each published version of this article.
Date
Changes
6 March 2024
Rename article: RingCentral Phone Status Codes. Add tags: Ring Central , phone status. Add Summary. Update format to the current standard. Minor revisions for clarity. (K00346)
19 October 2018
Initial publication. All new content.