256 results found
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Add announcement option on call queues
there should be an option to announce incoming queue name, not just display, press 1 to accept. that way, the member knows how to answer if he/she is in various queues...
1 vote -
Add more than one Interrupt Prompt for Call Groups
We have many departments that have more than one message they want to play while a caller is on hold. I think having the option to add more than one Interrupt Prompt would be very useful to those departments that have multiple messages they would like to give callers.
2 votes -
Manual Call Queue Time Schedule Override
Finding that customers are still looking for a way to manually override a time schedule from the phone. It would be nice to add an option to the call queue that would allow an admin to set a dialable code to set a queue into night service. Businesses dont always go home at 5pm every day. Some may choose to go home at 4:45 today but may quit at 5:35 tomorrow. Worse case may add an option on the mobile app to easily put a queue into night service by the queue superviser
10 votes -
[Call Queue] More Roles with Granularity
Would be great to get more roles on giving access to Call Queues options.Actually, only 3 (Messages / Full Access / Member management).Call History is only available for the Full Access role, giving also Configuration access.A new role, for "Messages + CQ Call Logs" might be interesting. This would secure the CQ of any change.
3 votes -
Adjust how missed calls are categorized for group calls
Currently if a group is set to ring all members at once and someone else answers it will show as a missed call for everyone else who didn't answer. It would be nice if the system knew the call had been answered and didn't show as a missed call.
469 votesImplemented ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
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Scheduling agent in Queues
Our supporter care team needs to schedule our French Queue in a way that an agent is available for the queue every other week.Using Custom Rules does not work for that purpose. The closest option is to add a Custom Rule that sets this agent's extension has the receiver of all calls to this queue. However this means that all voicemail will be in this extension's voicemail, not the Queue's voicemail. Therefore the message are not available to next week's agent or to the manager.Sending the voicemail through email is not an option because of the huge amount of data…
3 votes -
Option to Ignore Contacts and Follow Call Queue Display Setting
Please check if it is possible to add a feature wherein if the caller that is added on personal contact dialed the call queue number, the call queue member will see the details based on the display setting on the call queue and not the details on personal contact.
2 votes -
Make call queue numbers available as outbound caller ID numbers in User Settings templates
Currently numbers assigned to call queues are not available to be used as outbound caller ID numbers in User Settings templates. They appear in individual user settings, but when you are editing a template only site-level numbers appear. If you have numbers that point directly to a call queue, it will be likely that you will want that number to be the outbound caller ID number for members of that queue, and we don't want to have to set each user's caller ID separately without being able to use a template.
35 votes -
Call Queue & Ring Group ring order
It would be beneficial to expand on options for incoming calls to Call Queues and Ring Groups. Having the ability to choose between simultaneous and fixed orders are good. But could we get options for circular? This would be where if Person 1 and Person 2 do not answer, then Person 3 does, then the next call, would start with Person 3, then Person, 4, Person 1, Person 2. This would be helpful for queues/groups that require quick answering.Having an option for Uniform would be helpful as well. If Person 2 answers the call, then they should automatically be on…
7 votes -
Option to Dial 0 and be directed to call queue
Customer is asking to have an option on their users' phone to select 0 and gets routed to main call queueThis is for users who do not have an active call.
2 votes -
Call Queue - Call Logs - Filtering options
It would be nice to be able to filter with more options the Call Queues Call Log.I.E : Only missed calls, which is not possible actually.
2 votes -
Call Queues - Call Log - Integration to WebApp
It would be great to get the possibility to check call log of CQ you are member of, directly in the webapp, instead of opening a Chrome tab.
2 votes -
Transfer Call to Queue Voicemail Directly
We would love to see the ability to transfer an active call to a specific queue voicemail box where they can then leave a message.
15 votes -
Ability to turn off call quality survey for agents.
Some agents are annoyed by the call quality survey after each call. Having the ability for them to disabled it would be nice.
39 votesUnder Review ·AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
Hi everyone, while there is great value in understanding the experience of our customers, we have heard the feedback, and we have greatly reduced the frequency of this particular survey on agents calls. -
Call Queue setting options.
Add more options like Not wait or Voicemail ...When members are available, but no members answer or all members are busy or unavailable .
1 vote -
ability to silence calls coming from queue
getting calls from call cue. when i hit ignore, the call goes away but comes right back after a few seconds if someone else in the cue does not pick up. need to find a way to make the "ignore" permanent. it is very frustrating to be on a call or in person with a client and the phone just doesn't stop ringing. It is extremely unprofessional in appearance.
12 votes -
Call queue caller call back feature
In order to reduce missed calls in call queues, an option for clients to push '1' for a callback but keep their place in line is needed.
101 votes -
Turn off queue automatically if agent is inactive on computer for x amount of time.
Turn off queue automatically if agent is inactive on computer for x amount of time.
1 vote -
bring call queue management into the app
Bring call queue management into the app. It's frustrating to move back and forth between the app and the web page, especially on a mobile device. calling from the web page does not work, nor does listening to the voicemail.
14 votes -
Limit number of calls presented to a queue
customer had 3 phone liness before switching to Ring. Fourth caller got a telco busy-we want to replicate
1 vote
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