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374 results found

  1. 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…

    15 votes
    New  ·  5 comments  ·  Call Queues  ·  Admin →
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  2. 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.

    9 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  3. Group > Call Queues > Overflow Group - Ring Simultaneously

    Group > Call Queues > Overflow Group - Ring Simultaneously. When I configure this, I just get two options Longest Idle and order.

    Reason we find this extremely handy is we can put our admin/receptionist(s) in the first group and then overflow to the rest of the office if they cannot get the call. Improved call flow rather than just ringing everyones PC/Phones/Mobile on every call.

    Thank You

    23 votes
    New  ·  3 comments  ·  Call Queues  ·  Admin →
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  4. MERGE MISSED CALL NOTIFICATIONS FROM THE SAME NUMBER

    MERGE MISSED CALL NOTIFICATIONS FROM THE SAME NUMBER, INSTEAD OF DISPLAYING THEM INDIVIDUALLY IN THE CALL HISTORY

    4 votes
    New  ·  2 comments  ·  Call Queues  ·  Admin →
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  5. Call Queue Wait Settings - wait time

    several customers are asking to have a longer wait time on queues.
    currently the max wait time that can be configured is 15 min, ideally having more options 20 , 30,45,60 min

    42 votes
    New  ·  3 comments  ·  Call Queues  ·  Admin →
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  6. Physical phone accept queue calls status

    I would like to see a button similar to Cisco's Hlog button on physical phones. This would allow the user to change their status for queue calls from the physical phone instead of forcing them to log in to the application to do so. Possibly with a status light on the button to indicate if they are logged in or not.

    6 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  7. Call Queue Report to show the duration between when a customer leaves a voicemail and when they are subsequently contacted

    To have a report that shows the duration between when a customer leaves a voicemail and when they are subsequently contacted.

    7 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  8. Inqueue Callback: Changing Number Confirmation Prompt

    Inqueue Callback: Changing Number Confirmation Prompt
    Our company would like the ability to change the caller ID confirmation message. Currently, it does not say to hit # to confirm the phone number, causing confusion for our clients. The number will confirm if you press # or wait, but because the prompt does not mention to press #, customers feel like they are getting ”stuck”.

    37 votes
    New  ·  3 comments  ·  Call Queues  ·  Admin →
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  9. Allow Infinite Call Looping in Call Queue

    Background:

    The account is currently set to loop calls between two call queues.
    They wanted a feature in which call looping continues indefinitely until someone answers the call.
    Currently, it only allows the call queue to loop twice then the call disconnects and got the error "we're facing a technical problem, please try again later."

    16 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  10. Allow # Sign Command for Direct Voicemail Routing on Call Queues.

    Current Feature Description:
    Currently, when dialing an extension, pressing the # key routes the call directly to that extension's voicemail. However, this command does not apply to Call Queues.

    Feature Request Description:
    Request to modify the current system behavior to allow the # sign command to route calls directly to the voicemail of the individual users within a Call Queue when dialed.

    Use Case / Business Need:
    In many instances, users in a Call Queue might prefer that calls routed to the queue can be directed to the voicemail of specific users within the queue using the # key. This…

    6 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  11. Change message after after the telephony server detects a looping condition

    Customer has requested that to change message played after the telephony server detects a looping condition.
    Scenario: A caller enters a call queues, hears the greeting, which says if you know the extension of the person you are looking for please enter it now, caller enter extension number, call goes to extension but does not get answered User's extension is set-up to go back to the call queue if not answered. Again the caller enters the extension, goes thought the process again but this time after the call is not answered, it tries to go the the call queue however…

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  12. Notification for Returned Missed Calls

    Add an indication to show when a missed call from a queue has already been returned by a member. Currently, this information is not available, leading to multiple callbacks to the same customer by different queue members. This creates a significant issue for call tracking and negatively impacts the customer experience and satisfaction.

    5 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  13. Reports about agents being able to "Accept queue calls"

    Ability to show a report that shows how many times users enable/disable "Accept queue calls" feature.

    4 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  14. add minimum of 3 number of callers allowed in queue

    add minimum of 3 number of callers allowed in queue, as requested by Josh for Calm Consultants

    24 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  15. Pick up member schedule

    Allow an option to set a specific schedule for a call queue call pick up member.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  16. To be on available status in the queue without logging in to the app/deskphone so we can forward the call to the external number

    for the user to be on available status in the queue without needing to log in to the app/deskphone so we can forward the call to the external number; right now, it doesnt forward the call to the external number because the system detects that the extension is unavailable and it doesnt forward the call to the external number.

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  17. Ability to forward missed calls of call queue extensions to another extension.

    It would be nice if we can have a settings to forward missed calls of call queue extensions to another extension.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. Display accurate telephony status of call queue members even while additional calls are ringing to those who are active on calls

    Preconditions:
    A: SCP SP 1236 "Call Queue - Multiple Calls" is enabled
    &
    B: The call queue setting: "Maximum concurrent calls per member" is set to >1.

    Scenario:
    There are 6 users in many simultaneous call queues.
    All users use the Messaging feature and can see each other's RC App status.
    Lets say 3 of those users are active on a call queue call and their RC App status/presence indicators show Red/On a call as expected.
    - As soon as a new Call Queue call is offered to any of their assigned Call Queues, the users' RC App status changes…

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  19. DND on Hot Desk phones should reflect in the call queue status of the person logged in

    When users are logged in to the Hot Desk phones and then set it to DND, the status of the user in the call queue does not change. It only changes when the phone is assigned to the user directly. It does not synchronize with the user's status as the hot desk phone is not directly associated with the extension. The RingCentral System should be able to allow the hot desk phones to synchronize with the user's status in the call queue for them to not have to log in to the application or web portal every time they need…

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  20. Option to take no Voicemail for a user

    The ability to just hang up a call instead of it going to a voicemail. Disable Voicemail all together. For a user and for Call Queues,

    4 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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