466 results found
-
increase maximum wait time in queue to 30 minutes
I want to maximize my time frame from 15 minutes to 30 minutes on call wait time. This is to minimize the abandonment of calls moving forward.
20 votes -
Enable searching within any part of the field when searching for delegated lines. Currently, it only searches based on the first word
Enable searching within any part of the field when searching for delegated lines. Currently, it only searches based on the first word of the Delegated Line
27 votes -
When cold transferring the call to Call Queue, show caller ID of original caller, not person who forwarded the call
When our receptionists takes a call and cold transfer it to call queue, the call shows up on the team members phone as coming from the receptionist, not the original caller. Would be easier for our team if it showed the Caller ID of the original caller.
49 votes -
Language selection for the Position in Queue and Wait time
Currently, the messaging on the position in queue and wait time is in English. Can I request a messaging to be in French for all French speakers in Canada and the rest of the world?
24 votes -
Give option to turn off notifications for adding members to a call queue.
When adding members to a call queue users receive an email that they've been added to a call queue. During the build process we would like to avoid users getting any notifications about being added to call queues or groups. If you could make this similar to when adding users to not send out an activation/notification email this would solve this issue. The problem is users who are not active are receiving an email that they've been added to a call queue. This leads to confusion and can cause the user to setup their own RingCentral account which will lead…
7 votes -
Agent Checker for Call Queue (Email Notification)
Implement an email notification system for the call queue managers to alert them when the number of agents logged in falls below a certain number.
6 votes -
See who answered the call queue call
When warm transferring a call to a call queue and a member of that queue answers the call, display the name of the member who answered the call.
Currently, it shows the call queue name the whole time. Our receptionists are used to our previous phone system where it switched over from call queue name to user's name who answered the call.
It would be more efficient (save 5-10 seconds per call and our receptionists transfer over 500 calls per day).
10 votes -
To be able to add an external number in the call queue
We would like to add external numbers as members of a call queue group and be able to set them up as longest idle or in fixed order settings
10 votes -
Call Queue Groups in a Fixed Order
Call Queues should have the ability to ring groups of users in a fixed order.
For instance, a call comes in for a Call Queue. I'd like the two office coordinators to be offered the call then if unanswered the call is offered to the two assistant directors then if unanswered it offers the call to the director.
This can be done by using multiple Call Queues but then it makes it a nightmare to manage the voicemail greetings, schedule, managers, voicemail recipient's on multiple Call Queues when in the proposed scenario it would just be one place to adjust…
20 votes -
Schedule Closed
In RingEX, I would like to create a schedule where the office would be closed on certain holidays, so the system will play the correct voicemail.
11 votes -
Ability to set different greeting each day in the call queue
Ability to set different greeting each day in the call queue
10 votes -
Allow the users (non-admins) the ability to edit the announcents of announcement only extensions
Much like how "Call Queues" work, I want the manager to edit the settings of announcement only extensions as much as they please. Our workaround is giving the users the username and passwords for these extensions, but it would be much easier if the user could edit things from their profiles (i.e. preventing the need for the user to log out of their account and log into the announcement only extension).
5 votes -
Add the length of time a caller has been on the line as a third option on the caller ID display
Add the length of time a caller has been on the line as a third option on the caller ID display under Call Handling & members - display settings. This would be beneficial for calls that are transferred.
7 votes -
Call queue member forwarding
Ability to ring members of the queue that are on unavailable status when available members did not answer the call.
9 votes -
Ability To Remove the option for the users to turn on or off their accept queue calls and turn their DND status on
Ability To Remove the option for the users to turn on or off their accept queue calls and turn their DND status on
2 votes -
Display The Complete Caller Phone Number in Call Queue When Using Caller Name/ID
When a Call Queue is configured to display Caller Name and/or Caller ID, the RingCentral app does not clearly show the caller’s phone number during an active queued call. Instead, the display prioritizes the caller name, which makes it difficult or impossible for agents to see the actual calling number.
Ideally, the phone number should always be displayed alongside the caller name, similar to how direct inbound calls behave. This is especially important for:Verifying repeat callers
Identifying spam or known numbers
Supporting call handling workflows that rely on phone number visibility
As a comparison, direct inbound calls to a…
2 votes -
Have a "cold/blind" transfer go to the call queue voicemail like it does on an "ask first/warm" transfer
We found a situation with transferring a call to a call queue where an "ask first/warm" transfer functions differently than a "cold/blind" transfer.
If a User "cold/blind" transfers a call to a Call Queue and nobody answers, it goes into the user's voicemail who transferred the call instead of the Call Queue voicemail. We don't approve of this. It should go into the Call Queue's voicemail.
If a User "ask first/warm" transfers a call to a Call Queue and nobody answers, it goes into the Call Queue's voicemail. We approve of this.
If a Call Queue receives a call and…
5 votes -
Restrict Call Queue Number to show as the OBCID for the queue members.
Customer is requesting to have flexibility to restrict a call queue number to show to the queue members.
6 votes -
Option to answer limited number of active calls per call queue
The administrator would like to configure Call Handling so that, regardless of the total number of members in the call queue, only two calls can be active at any given time. Once those two calls are in progress, any additional incoming callers will be automatically placed on hold until one of the active calls is completed. This setup ensures that no more than two calls are handled simultaneously, providing better control over call volume and member workload.
8 votes -
Callback list.
Have an option to route callers to "Callback list" that will allow us to call them back if they don't want to wait on the line.
5 votes
.png){kind=link}
- Don't see your idea?