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  1. Feature Request: Extend the Shared Voicemail Co-Recipient core functionality created for "Users" to Call Queues and Message Only ExtensionsUse Case:The customer has a team of people that are a part of the after-hours/on-call support team. Members of this team are in multiple "after-hours" call Queues. This team is also responsible for processing voicemails left in multiple Message-Only Extension. The On-Call resources need to be able to process Call Queue voicemail as well as the Message-Only Extension voicemail. It is important that the users understand where the voicemail originated from with appropriate labeling for each Call Queue or Message-Only Extension. Bonus…

    3 votes

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    Implemented  ·  0 comments  ·  Call Queues  ·  Admin →
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  2. After the maximum wait time is reached, I would like to be able to send a call in the call queue to an IVR rather than the voicemail of that queue.Right now, the only option that I have is to send the call to voicemail.

    8 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  3. Adding this function would save an immense amount of time when a new agent is added to the system. At the moment, when I add a new user, I have to manually go in to each queue and add the new user via the Call Handling & Members sub-menu. We have over 80 queues (and counting) and this is extremely time consuming, especially if I have more than one agent starting at any given time, which is going to be taking place in the near future.

    21 votes

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  4. Call Queue Position when customer is waiting, it should say there are 2 callers ahead or 1 or 5 callers ahead.

    54 votes

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  5. We'd like the option that if no reps are available to take a customer call, that the user simply be told that no reps are currently available and to try again later. Currently, that message is ONLY available if the queue (min 5 callers) is full. We need the ability to have this message if literally no one is available regardless if they are the only customer in the queue.

    39 votes

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  6. Many of our call que members cover inbound company calls in which it's not their primary company function on their softphones but uninstall the mobile app because it rings both, so this feature would allow them to cover call ques and still receive peer to peer calls or direct calls when moving around in the company

    7 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  7. verbatim: We want to 'announce' the estimated wait time to queue callers and potentially give them an option to leave a voicemail or continue to wait.

    12 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  8. We have call queues set up and when a call is waiting in a queue to speak with an employee, if that employee is logged into the queue but happens to be on a call, both parties on that call hear beeps.Our employees do not use physical phones. They either use the desktop or mobile app.I spent over 90 minutes chatting with RC support yesterday and setting up new extensions, removing call monitoring, removing and reinstalling the desktop and phone apps, etc. Just a whirlwind of "let's try this to see if it works", all the while there is no…

    43 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  9. Currently to adjust who gets calls first you can only move one extension to the bottom at a time. Allow multiple extensions to be selected and dragged at the same time. Good for when your call center is in zones and moving zones all at once instead of individuals.

    7 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  10. Callers wishing to leave a message rather than wait on hold would improve the customer service level. This is a global request and expectation.

    24 votes

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  11. We wanted to have an option of Call Screening under their Call Queue directly not just under user extension.

    4 votes

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    Under Review  ·  2 comments  ·  Call Queues  ·  Admin →
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  12. Right now, when we answer a queue call, our presence doesn't change and looks like we're available. It's important to show when we're on a call weather it be a Queue Call or not.

    5 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  13. We would like to be able to have the option to bypass the announcement for the rollover queue extension. The queue that is being used as the rollover, is a regular queue, and it should have the announcement, however, when the roll over is activated from the main queue the announcement for the second queue is played when the rollover occurs.

    6 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  14. Customer is using the new Group voicemail capability but it is currently only available on the user level. Customer has asked that this capability be added to call queues so that multiple users can be co-recipients to the voicemail of the queue.

    13 votes

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  15. For individual users we already have the functionality to disable voicemail and instead redirect unanswered calls to a designated call queue. However, we do not have the option to set this same option for call queues/groups.This would be a useful setting to balance call load when one of our queues fills by redirecting additional calls to another queue.

    5 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  16. customer just wants to disable accept call queue slide bar on a user by user basis.

    18 votes

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    Under Review  ·  2 comments  ·  Call Queues  ·  Admin →
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  17. In the Call Queue Wait Settings, there is a setting called "When members are available, but no members answer or all members are busy or unavailable" with a drop down, but the only option in the drop-down is to wait (then there is a subsequent option whether to wait for primary members or primary & overflow members).Today we had a fire drill, so all of the call queue members went offline, but callers just stayed in the queue until they hit their maximum caller wait time and got disconnected. This is a poor user experience. We would prefer to have…

    13 votes

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  18. Extended waiting time while in queue

    15 votes

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    Under Review  ·  3 comments  ·  Call Queues  ·  Admin →
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  19. customer would like a template added so they can adjust call queue settings, like hold music, instead of having to go under each queue and change them.

    8 votes

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  20. Currently call queue manager's have the option to toggle from one queue to another to access the call logs to listen to recorded calls but what the cust wants is for the call queue managers to see all the call logs of all the call queues they manage all at once.

    7 votes

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    Under Review  ·  2 comments  ·  Call Queues  ·  Admin →
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