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353 results found

  1. Multiple pick-up buttons for each call queue

    The customer would like to have multiple pick-up buttons for each call queue

    1 vote
    0 comments  ·  Call Queues  ·  Admin →
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  2. After call work status of member per Queue

    A feature where the manager of the queue can manage on which call queue will a member only not receive a call if on After call work status given that the member is included in multiple queues.

    1 vote
    0 comments  ·  Call Queues  ·  Admin →
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  3. Display user "accepting queue calls" status in the HUD.

    Supervisors would like to see the "accept call queues" status of their employees in the HUD to prevent their employees from intentionally missing calls or forgetting to re-enable the toggle.

    24 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  4. When a call comes into a queue and it is answered by one of the members, rather than showing 'missed calls' for other members, showing a...

    ...s 'Answered by:xx'. Currently, when a call comes into a queue and it is answered by one of the members, the rest of the team will have a 'missed call' notification. Especially when the ring type is simultaneous, this is very confusing and misleading for the rest of the team. The team will have no idea whether the call is answered or not, and if it is answered, then by whom. The customer; (UID:2822385064) requested a feature enhancement on call logs on RC APP. Where the queue members should be able to see whether the call is answered or not…

    9 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  5. Remove access to turn off Queue calls

    The agents can tur off queue calls and then they are out of the queue line. This access should be given to them. I know the queue manager can check who is turning off and on but still this access right can be created in settings and permissions.

    20 votes
    Under Review  ·  2 comments  ·  Call Queues  ·  Admin →
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  6. Call Queue Forwarding to and IVR menu

    Allow forwarding of calls into a Call Queue to be forwarded to an IVR menu.

    12 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  7. Suppress deleted call queue members from Call queue analytics

    Kelly Services has over 400 locations with the US for recruiting services. At several of these locations, they have call queues for inbound recruiting candidates to call in. They have about 190 call queues for this portion of the business with each call queue having about 3-5 call queue members, on average. They also have a relatively high turnover rate for these call Queue Members (Recruiters) over 25%. They are also starting to use Business Analytics for their tool to manage this portion of the business and the productivity of the recruiters. The issue they are having is that deleted…

    3 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  8. Callback in Queue Recorded Caller Message

    During a callback in queue request, offer the caller the option to record a voice message that will be presented to the agent prior to launching the callback. Offer the agent an action to launch the callback while listening to the message or automatically launch when the message is finished.This is a feature available with Mitel today.

    14 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  9. Feature to remove the press 1 option on call queue calls

    End user is requesting to have an option to set the PLAY ANNOUNCEMENT for call queue calls to "NEVER" just like the option that we have when transferring the calls to external number.

    29 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  10. Report to see when someone is logging in/out of the call queue

    Frankly I am surprised this does not already exist as this is an essential tool for any call center admin.

    7 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  11. Live notification via Webhooks of Individual Call Queue Member Status Change

    Currently, the APIs only report when an Agent is "Accepting Queue Calls" or Not Accepting Queue Calls. Its an all or nothing situation.However, if I am a member of multiple queues and stop accepting queue calls for ONE of the THREE queues, I will get no notification.We would need to get the status for all 3. This impacts all our dashboards and real time presence widgets.

    19 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  12. Dashboard for calls in queue

    This would be extremely useful for members of our client care team. There are certain clients that we accept calls for immediately and for clients who are calling back in about an issue. Old company we used to have phones with had this feature so I am amazed that a top-tech company like RC doesn't have this feature.

    8 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  13. Call Queue Pick up on Mobile app

    Customer needs a feature for call queue pick on mobile app for both android and IOS devices. Customer said that they are most out of the office and using mobile app to answer calls

    14 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  14. Call History for Simultaneous Call Queues

    I would be a good update for the call history to reflect that a call has been answered by another user instead of showing a missed call in the call history. If the call was answered by another user in the call queue, then the call was not missed.

    27 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  15. Routing missed calls in Queues, and custom rules

    As a technician, I CONSTANTLY run into the complaint from customers that you cannot route missed calls to an IVR in a Call Queue. For example; a customer wants their 7 phones to ring, IF no one picks up, instead of going to voicemail, they want to route that missed call to an IVR. Creating a rule only allows you to call forward immediate. So it would be nice to be able to route MISSED CALLS in a call queue to an external transfer or internal transfer (IVR or user).It would also be nice, to have a custom rule that…

    8 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  16. Duplicate Queue / Copy Queue / Queue Templates

    Option to "Copy All Attributes From" Option when creating a new queue. or "Dulicate Queue"or "Select Queue Template" All of the above would clone all queue details including members and custom rules, greeting and hold etc ... Example: I was creating 20 queues with 10 members from each queue. Each member / manager had to be added MANUALLY. - Greetings / schedually MANUALLY - Custom Rules MANUALLY- Call Routing / Work Hours / Wrap up etc .... MANUALLY All of the queues were essentially copies of the one prior with only minor changes to custom rules, and schedules. It should…

    3 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
    How important is this to you?

  17. Return to queue at will during wrap-up time

    Our center is the Michigan Poison & Drug Information Center, a federally and state funded entity that handles and manages poisoning and toxicologic emergencies. We are requesting an important feature to optimize our efficiency, specifically the ability for our healthcare staff to return to the call queue at will whenever they need to during the prescribed wrap-up time, which currently is at 30 seconds. We would like to extend the wrap-up time to 2 minutes to allow the staff to document and chart in the electronic medical record, but at the same time have the ability to voluntarily re-enter the…

    20 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. Dynamic Call Queue Membership

    Would like to be able to have call queues add/remove members based on dynamic rules. For example, if we have a call queue for our Recruiters, it'd be great to be able to have a rule with conditions such as: Account Enabled = trueDepartment = RecruitingTitle in "Recruiter 1","Recruiter 2"Title not in "Recruiting Manager"

    4 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  19. A way to re-enter the queue before the after call wrap up time has finished.

    Our staff appreciate a wrap up time after the call, but not all calls require the same amount of time. To be able to re-enter the queue at will would be useful.

    19 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  20. call waiting longer than 15 min & customise the number of callers in a call queue

    PLease can we request the following features 1. to be able to customise the numbers callers in a call queue. It is currently set to multiples of 5 callers only i.e. 5,10.15.20 etc . There are time when only 1-2 staff are taking calls & we do not want a minimum of 5 callers in the queue , in this case only 1-2 callers. When you have a minimum of 5 callers & only 1-2 staff taking calls the result is that callers can be waiting longer than 15 min the queue2. Because of the problems with point 1 we…

    29 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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