381 results found
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Add call in Queue feature
When our front desk staff are unavailable, out of the office or all on the phone, new calls are put in queue. A feature allowing us to see calls in queue would be helpful allowing us to put additional staff on phones if necessary. Otherwise we have no idea how many calls are in queue.
11 votes -
Missed Call notification suppression for calls placed to and answered in Call Queues and RingGroups
Current Situation:
Vonage and/or Star2Star offer the ability to selectively suppress missed call notifications for calls placed to Call Queues and RingGroups while retaining the ability to see missed calls placed directly to the user.
NVA is evaluating and testing RingCentral with the Yealink T46U.
On physical phones, RingCentral does not offer an option to selectively suppress missed call notifications from calls placed to a Call Queue and Virtual Extension RingGroups member while retaining the missed call notifications for calls placed directly to the user.
RingCentral Custom Phone Configs allow for the suppression of all missed call notifications on a…6 votes -
Auto Log out on unanswered queue calls
Customer is used to using simultaneous ring, but group is very large. Having an auto logout of Call Queue on RNA would ensure that if they switched to a non simultaneous ring pattern that the callers wait time would be managed properly, and not subjected to unnecessary ringing.
1 vote -
Leverage GPS on Mobile Device to log out of call queues
Would like to leverage the mobile device GPS to geofence a site and automatically toggle "accept call queues" off when the person leaves the location.
1 vote -
No missed call notification on desk phone when call was answered by Desktop App
End-users get confused when seeing a missed call on their Polycom when the call was answered on the desktop app but it rang both endpoints. The ability to disable missed call notifications when the call was not answered on that endpoint would solve this.
4 votes -
Position in Queue, Estimated wait time, and 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.
218 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.
25 votes -
Allow disabling "Accept Queue Calls" under roles for extensions assigned to queues
It would be extremely useful to be able to disable an associate from removing themselves from taking queue calls. As you can imagine, if an employee chooses they no longer want to take calls but their supervisor did not approve it. They could stop taking calls without the supervisor ever knowing (Not good for anyone). This also requires additional reporting. We also have an extra step of pulling a report to see which associates took themselves off of queue calls every day (Not efficient). I believe it would be helpful to be able to exclude that feature through roles whether…
185 votesImplemented ·AdminJessica Hernandez (Community and Social Media Engagement Manager, RingCentral) responded
Learn more about controlling user access to the accept queue calls feature here!
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The Call Queue Member becomes unavailable when in a meeting
Call Queue Member becomes unavailable when in a meeting
1 vote -
Make wrap time block calls from all queues.
When fininsh a call in q quque with wrap up time the wrap up time should block call from all queus.Right now if a person is a memer of multiple queues, the wrapup time has no real purpose as you can get calls for any of the other queues during your wrap uptime.ExampleAdam is in 3 queuesAdam picks up a call from queue 1Adam fininshed the calls from queue 1 and gets 5 mins wrap u timeHowver he can still instantly get a call through queue 2 and 3 leaving him with no time to do his notes as needed
4 votes -
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 -
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.
475 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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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…
9 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 -
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 -
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.
18 votes
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