About Queue Groups

Last updated: 2023-03-29

Contributors

Queue Groups are containers for one or more groups. Queue Groups must be created before creating a queue for routing. Once a Queue Group is created, and you set the Group Skill, create your Queues in the Queue Group.

Core Concepts

Group Skills

Group skills are short descriptions that help you map Queue Groups to Agents. First create the Queue Group and then define the Group Skill. Later, you will assign this Group Skill to a Agent.

Queue Group vs Gate Group

The original terminology for a Queue Group was Gate Group. In this way, Gates and Queues are synonymous. For backward compatibility, gate will continue to be supported.

Create Queue Group

Creating a new Queue Group using the gateGroups endpoint. Only the Queue Group name is required.

Primary Parameters

Only groupName is a required parameter to create a Queue Group. All other parameters are optional.

API Property		UI Display	UI Default	Description
`groupName`	Required	Name	empty	Name for this new Queue Group
`billingKey`	Optional	hidden	null	If you use an external billing system, you can provide the billing code from that system in the queue to easily keep track of which customers (represented by the queue) are tied to which billing code. This setting is for reporting purposes only
`gateGroupId`	Optional	hidden	0	You can specify your gateGroupId, but by default, the next available ID is chosen for you.

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

HTTP

POST {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups
Content-Type: application/json

{
    "groupName": "My New Queue Group"
}

Node JS

/****** Install Node JS SDK wrapper *******
$ npm install ringcentral-engage-voice-client
*******************************************/

const RunRequest = async function () {
    const EngageVoice = require('ringcentral-engage-voice-client').default

    // Instantiate the SDK wrapper object with your RingCentral app credentials
    const ev = new EngageVoice({
        clientId: "RINGCENTRAL_CLIENTID",
        clientSecret: "RINGCENTRAL_CLIENTSECRET"
    })

    try {
        // Authorize with your RingCentral Office user credentials
        await ev.authorize({
            username: "RINGCENTRAL_USERNAME",
            extension: "RINGCENTRAL_EXTENSION",
            password: "RINGCENTRAL_PASSWORD"
        })

        // Create a new Queue Group
        const postBody = {
            "groupName": "My New Queue Group"
        }
        const response = await ev.post('/api/v1/admin/accounts/{accountId}/gateGroups', postBody)
        console.log(response);
    }
    catch (err) {
        console.log(err.message)
    }
}

RunRequest();

Python

#### Install Python SDK wrapper ####
# $ pip3 install ringcentral_engage_voice
#  or
# $ pip install ringcentral_engage_voice
#####################################

from ringcentral_engage_voice import RingCentralEngageVoice

def create_a_queue_group():
    try:
        postBody = {
            "groupName": "My New Queue Group"
        }
        response = ev.post("/api/v1/admin/accounts/{accountId}/gateGroups", postBody).json()
        print(response)
    except Exception as e:
        print(e)


# Instantiate the SDK wrapper object with your RingCentral app credentials
ev = RingCentralEngageVoice(
    "RINGCENTRAL_CLIENTID",
    "RINGCENTRAL_CLIENTSECRET")

try:
    # Authorize with your RingCentral Office user credentials
    ev.authorize(
        username="RINGCENTRAL_USERNAME",
        password="RINGCENTRAL_PASSWORD",
        extension="RINGCENTRAL_EXTENSION"
    )

    create_a_queue_group()
except Exception as e:
    print(e)

PHP

<?php
require('vendor/autoload.php');

// Instantiate the SDK wrapper object with your RingCentral app credentials
$ev = new EngageVoiceSDKWrapper\RestClient("RC_APP_CLIENT_ID", "RC_APP_CLIENT_SECRET");
try{
  // Login your account with your RingCentral Office user credentials
  $ev->login("RC_USERNAME", "RC_PASSWORD", "RC_EXTENSION_NUMBER");
  $endpoint = "admin/accounts/~/gateGroups";
  $params = array ( 'groupName' => "My New Queue Group" );
  $response = $ev->post($endpoint, $params);
  print ($response."\r\n");
}catch (Exception $e) {
  print $e->getMessage();
}

Sample response

{
  "startDate":"2020-04-18T01:49:32.000+0000",
  "billingKey":null,
  "createdOn":"2020-04-18T01:49:32.000+0000",
  "groupName":"My New Queue Group",
  "groupSkills":null,
  "endDate":null,
  "gateGroupId":52653,
  "permissions": []
}

Retrieve Queue Groups

Retrieve a list of Queue Groups using the gateGroups endpoint.

Optional Parameters

The following parameters are optional.

API Property	Type	UI Display	UI Default	Description
`page`	Integer	Hidden	1	A way to specify which page to show for a long number of Queue Groups
`maxRows`	Integer	Hidden	??	You can specify the maximum number of Queue Groups to return in a single call.

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

HTTP

GET {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups

Node JS

/****** Install Node JS SDK wrapper *******
$ npm install ringcentral-engage-voice-client
*******************************************/

const RunRequest = async function () {
    const EngageVoice = require('ringcentral-engage-voice-client').default

    const ev = new EngageVoice({
        clientId: "RINGCENTRAL_CLIENTID",
        clientSecret: "RINGCENTRAL_CLIENTSECRET"
    })

    try {
        // Authorize with your RingCentral Office user credentials
        await ev.authorize({
            username: "RINGCENTRAL_USERNAME",
            extension: "RINGCENTRAL_EXTENSION",
            password: "RINGCENTRAL_PASSWORD"
        })

        // Get Queue Groups data
        const groupsEndpoint = "/api/v1/admin/accounts/{accountId}/gateGroups"
        const groupsResponse = await ev.get(groupsEndpoint)
        for (var group of groupsResponse.data) {
            // Get Queues under your Queue Group
            if (group.groupName == "My New Queue Group") {
                const queueEndpoint = groupsEndpoint + "/" + group.gateGroupId + "/gates"
                const queueResponse = await ev.get(queueEndpoint)
                console.log(queueResponse.data);
            }
        }
    }
    catch (err) {
        console.log(err.message)
    }
}

RunRequest();

Python

#### Install Python SDK wrapper ####
# $ pip3 install ringcentral_engage_voice
#  or
# $ pip install ringcentral_engage_voice
#####################################

from ringcentral_engage_voice import RingCentralEngageVoice

def retrieve_queue_groups():
    try:
        response = ev.get("/api/v1/admin/accounts/{accountId}/gateGroups").json()
        print(response)
    except Exception as e:
        print(e)


# Instantiate the SDK wrapper object with your RingCentral app credentials
ev = RingCentralEngageVoice(
    "RINGCENTRAL_CLIENTID",
    "RINGCENTRAL_CLIENTSECRET")

try:
    # Authorize with your RingCentral Office user credentials
    ev.authorize(
        username="RINGCENTRAL_USERNAME",
        password="RINGCENTRAL_PASSWORD",
        extension="RINGCENTRAL_EXTENSION"
    )

    retrieve_queue_groups()
except Exception as e:
    print(e)

PHP

<?php
require('vendor/autoload.php');

// Instantiate the SDK wrapper object with your RingCentral app credentials
$ev = new EngageVoiceSDKWrapper\RestClient("RC_APP_CLIENT_ID", "RC_APP_CLIENT_SECRET");
try{
  // Login your account with your RingCentral Office user credentials
  $ev->login("RC_USERNAME", "RC_PASSWORD", "RC_EXTENSION_NUMBER");
  $endpoint = "admin/accounts/~/gateGroups";
  $response = $ev->get($endpoint);
  $jsonObj = json_decode($response);
  foreach ($jsonObj as $group){
    print ("Queue group name: ".$group->groupName."\r\n");
    print ("Queue group id: ".$group->gateGroupId."\r\n");
  }
}catch (Exception $e) {
  print $e->getMessage();
}

Response

[
  {
    "groupSkills": null,
    "groupName": "Platform",
    "gateGroupId": 52653,
    "permissions": []
  },
  {
    "groupSkills": null,
    "groupName": "Evaluations",
    "gateGroupId": 52658,
    "permissions": []
  },
  {
    "groupSkills": null,
    "groupName": "John's Queue",
    "gateGroupId": 52671,
    "permissions": []
  }
]

Retrieve a Single Queue Group

Retrieve details for a single Queue Group using the gateGroups endpoint.

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

HTTP

GET {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}

Node JS

/****** Install Node JS SDK wrapper *******
$ npm install ringcentral-engage-voice-client
*******************************************/

const RunRequest = async function () {
    const EngageVoice = require('ringcentral-engage-voice-client').default

    // Instantiate the SDK wrapper object with your RingCentral app credentials
    const ev = new EngageVoice({
        clientId: "RINGCENTRAL_CLIENTID",
        clientSecret: "RINGCENTRAL_CLIENTSECRET"
    })

    try {
        // Authorize with your RingCentral Office user credentials
        await ev.authorize({
            username: "RINGCENTRAL_USERNAME",
            extension: "RINGCENTRAL_EXTENSION",
            password: "RINGCENTRAL_PASSWORD"
        })

        // Get Queue Groups data
        const groupsEndpoint = "/api/v1/admin/accounts/{accountId}/gateGroups"
        const groupsResponse = await ev.get(groupsEndpoint)
        for (var group of groupsResponse.data) {
            // Get every single Queue under your Queue Group
            if (group.groupName == "My New Queue Group") {
                const queuesEndpoint = groupsEndpoint + "/" + group.gateGroupId + "/gates"
                const queuesResponse = await ev.get(queuesEndpoint)
                for (var queue of queuesResponse.data) {
                    const singleQueueEndpoint = queuesEndpoint + "/" + queue.gateId
                    const singleQueueResponse = await ev.get(singleQueueEndpoint)
                    console.log(singleQueueResponse.data);
                    console.log("=========")
                }
            }
        }
    }
    catch (err) {
        console.log(err.message)
    }
}

RunRequest();

Python

#### Install Python SDK wrapper ####
# $ pip3 install ringcentral_engage_voice
#  or
# $ pip install ringcentral_engage_voice
#####################################

from ringcentral_engage_voice import RingCentralEngageVoice

def retrieve_single_queue_group():
    try:
        groupsEndpoint = "/api/v1/admin/accounts/{account}/gateGroups"
        groupsResponse = ev.get(groupsEndpoint).json()
        # Get every single Queue Group
        for group in groupsResponse:
            singleGroupEndpoint = f"{groupsEndpoint}/{group['gateGroupId']}"    # f string:https://     www.python.org/dev/peps/pep-0498/
            singleGroupResponse = ev.get(singleGroupEndpoint).json()
            print(singleGroupResponse)
            print("========")
    except Exception as e:
        print(e)


# Instantiate the SDK wrapper object with your RingCentral app credentials
ev = RingCentralEngageVoice(
    "RINGCENTRAL_CLIENTID",
    "RINGCENTRAL_CLIENTSECRET")

try:
    # Authorize with your RingCentral Office user credentials
    ev.authorize(
        username="RINGCENTRAL_USERNAME",
        password="RINGCENTRAL_PASSWORD",
        extension="RINGCENTRAL_EXTENSION"
    )

    retrieve_single_queue_group()
except Exception as e:
    print(e)

Response

{
  "startDate":"2020-04-18T01:49:32.000+0000",
  "billingKey":null,
  "createdOn":"2020-04-18T01:49:32.000+0000",
  "groupName":"Platform",
  "groupSkills":null,
  "endDate":null,
  "gateGroupId":52653,
  "permissions": []
}

Update a Single Queue Group

Update the details for a single Queue Group using the gateGroups endpoint. Several details need to be updated with a single PUT command so make sure to GET all details, modify the relevant fields, and then submit the entire object to update the Queue Group

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

HTTP

# Retrieve the entire Queue Group JSON object
GET {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}

# Modify the groupName
PUT {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}
Content-Type: application/json
    {
      "groupName":"My New Queue Group Name - Updated",
    }

Node JS

/****** Install Node JS SDK wrapper *******
$ npm install ringcentral-engage-voice-client
*******************************************/

const RunRequest = async function () {
    const EngageVoice = require('ringcentral-engage-voice-client').default

    const ev = new EngageVoice({
        clientId: "RINGCENTRAL_CLIENTID",
        clientSecret: "RINGCENTRAL_CLIENTSECRET"
    })

    try {
        // Authorize with your RingCentral Office user credentials
        await ev.authorize({
            username: "RINGCENTRAL_USERNAME",
            extension: "RINGCENTRAL_EXTENSION",
            password: "RINGCENTRAL_PASSWORD"
        })

        // Get Queue Groups info
        const groupEndpoint = "/api/v1/admin/accounts/{accountId}/gateGroups"
        const groupResponse = await ev.get(groupEndpoint)
        for (var group of groupResponse.data) {
            // Update your Queue under your Queue Group
            if (group.groupName == "My New Queue Group") {
                const queueEndpoint = groupEndpoint + "/" + group.gateGroupId + "/gates"
                const queueResponse = await ev.get(queueEndpoint)
                for (var queue of queueResponse.data) {
                    if (queue.gateName == "My Node Queue") {
                        const singleQueueEndpoint = queueEndpoint + "/" + queue.gateId
                        queue.gateDesc = "An *edited* queue description for this Queue"
                        const singleQueueResponse = await ev.put(singleQueueEndpoint, queue)
                        console.log(singleQueueResponse.data);
                        break
                    }
                }
            }
        }
    }
    catch (err) {
        console.log(err.message)
    }
}

RunRequest();

Python

#### Install Python SDK wrapper ####
# $ pip3 install ringcentral_engage_voice
#  or
# $ pip install ringcentral_engage_voice
#####################################

from ringcentral_engage_voice import RingCentralEngageVoice

def update_single_queue_group():
    try:
        groupsEndpoint = "/api/v1/admin/accounts/{accountId}/gateGroups"
        groupsResponse = ev.get(groupsEndpoint).json()
        for group in groupsResponse:
            # Update Queue Group name
            if group['groupName'] == "Ma New Queue Group":
                singleGroupEndpoint = f"{groupsEndpoint}/{group['gateGroupId']}"    # f         string:https://www.python.org/dev/peps/pep-0498/
                group['groupName'] = f"{group['groupName']} - Updated"
                singleGroupResponse = ev.put(singleGroupEndpoint, group).json()
                print(singleGroupResponse)
                break
    except Exception as e:
        print(e)


# Instantiate the SDK wrapper object with your RingCentral app credentials
ev = RingCentralEngageVoice(
    "RINGCENTRAL_CLIENTID",
    "RINGCENTRAL_CLIENTSECRET")

try:
    # Authorize with your RingCentral Office user credentials
    ev.authorize(
        username="RINGCENTRAL_USERNAME",
        password="RINGCENTRAL_PASSWORD",
        extension="RINGCENTRAL_EXTENSION"
    )

    update_single_queue_group()
except Exception as e:
    print(e)

PHP

<?php
require('vendor/autoload.php');

// Instantiate the SDK wrapper object with your RingCentral app credentials
$ev = new EngageVoiceSDKWrapper\RestClient("RC_APP_CLIENT_ID", "RC_APP_CLIENT_SECRET");
try{
    // Login your account with your RingCentral Office user credentials
    $ev->login("RC_USERNAME", "RC_PASSWORD", "RC_EXTENSION_NUMBER");
    $endpoint = "admin/accounts/~/gateGroups";
    $response = $ev->get($endpoint);
    $jsonObj = json_decode($response);
    foreach ($jsonObj as $group){
        if ($group->groupName == "My New Queue Group"){
            $endpoint = 'admin/accounts/~/gateGroups/' . $group->gateGroupId;
            $params = array ( "groupName" => $group->groupName . " - Updated" );
            $response = $ev.put($endpoint, $params);
            print ($response);
        }
    }
}catch (Exception $e) {
    print $e->getMessage();
}

Response

{
  "startDate":"2020-04-18T01:49:32.000+0000",
  "billingKey":null,
  "createdOn":"2020-04-18T01:49:32.000+0000",
  "groupName":"My New Queue Group - Update",
  "groupSkills":null,
  "endDate":null,
  "gateGroupId":52653,
  "permissions": []
}

Delete a Single Queue Group

Delete a single Queue Group using the gateGroups endpoint.

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

HTTP

DELETE {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}