346 results found
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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.
3 votes -
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 -
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.
19 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 -
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.
40 votesHi 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. -
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.
16 votes -
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 -
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.
16 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 -
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 -
Send unanswered call in queue to IVR instead of VM
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.
10 votes -
Extend Share Voicemail Functionality to Call Queues and Message Only Ext's
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 -
Enable ability to add call queues to templates for new users
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 -
Allow a Call Queue to disable voicemail
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.
45 votes -
Call Queue estimated wait time feature
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.
14 votes -
Option to have Call Que Ring Softphone but Not Mobile
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 -
Feature to disable Beeping for Call Waiting in queues
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…
46 votes -
In Call Queue Press 1 to Leave a Voicemail
Callers wishing to leave a message rather than wait on hold would improve the customer service level. This is a global request and expectation.
27 votes
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