345 results found
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The user is being forwarded to the IVR when call waiting is disabled.
The customer requires a feature where calls are forwarded to the IVR or Call Queue if call waiting is disabled when dialing the direct number.
2 votes -
Calls in queue during after Hours
If a call is on a queue at 4:45 PM, they wanted that if it is exactly 5:00 PM (After Hours) the calls will routes to their after hours even if it enter the queue.
If a call is on a queue during after hours, we should have the option on what to do with the calls that are already in queue.
2 votes -
Call Queue Feature Request- Simultaneous routing with overflow
I want to request the ability to have a call queue that allows for a "simultaneous" ring style, with the option to include an overflow system. Overflow members can only be added if the routing method is set to "Fixed" or "Longest Idle." This limitation challenges our organization, forcing us to use routing methods unsuited to our needs.
It would be highly beneficial if all primary members in a call queue could have their phones ring simultaneously, and in the event none of them answer, the call could then be routed to the overflow queue. The fixed order routing method…
4 votes -
Multiple Hold Music Files for same Call Queue
We utilize a recorded script to inform callers on various product offerings and backstory of our company. We would like to implement a feature that allows for the randomization of different hold music files. This would ensure that various parts of the messaging are played, providing a more varied experience for callers. This is especially helpful for repeat visitors.
1 vote -
Multiple Hold Music Files for same Call Queue
We utilize a recorded script to inform callers on various product offerings and backstory of our company. We would like to implement a feature that allows for the randomization of different hold music files. This would ensure that various parts of the messaging are played, providing a more varied experience for callers. This is especially helpful for repeat visitors.
1 vote -
Analytics call queue reporting
Call Queue Reporting
We have multiple Call Queues all with different Freephone or NGN numbers, when called the call is then forwarded to our Call Queue of 12 Agents.
If need be, the call is then transferred to the relevant department which is entered by a team member.
Currently Analytics shows this as 2 calls taking place, being the call coming in and being answered by the agents, and then being transferred to the specific department.
That is correct by design, however i would like to see this as being 1 call, from end to end. A potential client calling…
1 vote -
Calls for after hours should be block
Callers should not make calls during after hours.
2 votes -
customize a specific date & time range for hold music
The customer would like to know if there is an option to schedule hold music for a specific date and time for holiday prompt
2 votes -
Weighted scale for reps to receive more calls than others within a queue.
Can you please add an option for weights. meaning having certain sales reps receive more calls within a queue than other sales reps.
Example: If i the numbers of sales reps I have available equal 100% and I have 10 reps available. Each rep will have 10% of calls. If we can add the option to increase certain reps percentage (which will automatically lower the other reps percentage) so some reps receive more calls than other reps. This will increase the weight for one sales rep, he/she will receive slightly more calls than the others. etc.
4 votes -
Create Call Handling Fixed Order Groups
In Call Queues / Call Handling / Fixed Order: Create Fixed Order Groups (2 or more) that allow the top people within a group to equally share the distribution (and workload) of the most calls. Only when all members of the first group are busy, do members of the secondary groups receive calls. Fixed Order Groups allows a business to favor their best people (not person) and improve overall performance and team moral.
3 votes -
Convert the call to a video meeting
Customer wants to have an option to convert the call that they are receiving on their call queue to a video meeting
1 vote -
call logs
deskphones of call queue members should record the call logs of all calls. not just the calls that the picked up
1 vote -
Call Queue members simultaneous ring until all call queue members answer the call
Call Queue members simultaneous ring until all call queue members answer the call
for example: a call queue is set up with members that are linked to an alert software that calls several numbers but they must all answer in order to listen to the alert message.
2 votes -
Incoming Call Information Display
Incoming calls to call queue extensions should display the Caller ID Name + Caller ID Number on the RingCentral app. In a typical scenario, users save a contact’s name in their phonebook and expect the system to show both the Caller ID Name and Number on the incoming call pop-up when that person calls.
Current Limitation: This functionality is not supported. If the PSTN does not provide the caller’s name, the system does not pull the name from the Contacts list. The reason for this limitation is the ambiguity in handling cases where multiple accounts have saved the same number…
1 vote -
Call queue display (number)
We want to view the full number with dashes when a call comes in a call queue.
1 vote -
Accept Queue Calls
Currently, if a user logs out of RingCentral but does not toggle off "Accept Call Queues," that user will still be in the call rotation. Therefore, I need to remind my employees when they are done for the day, they need to make sure that is toggled off. It would be much simpler if RingCentral automatically took them off the call queue when not logged in - it only makes sense. Why would the phone still ring to a user who is not logged in?
1 vote -
call queue don't allow member to change their status
The member status feature in call queue can be locked.
6 votes -
Call Queue Toggle on/off from All Deskphones
Need a feature where the client can go up to the "Main Reception Phone" and press a command or key to "Turn OFF/ON" the Call Queue hours. Meaning the rules in place for the Call Queue take effect.
For example, I have to leave at 2pm and my office is open till 5pm.
I would go up to the main reception phone itself and press *72 and the Call Queue then get's forwarded to the main office, as the hours are turned off or the "DAY" is turned off for that call Queue. Then if I return at 4pm I…1 vote -
Removing member access to view the call queue log of who answered and missed calls
Have app call log able to be disabled so all queue members cannot see who is taking how many calls and how long they are on calls for. It would be fine to have their own list of the calls they took or missed themselves, but not all the queue members, if they don't take a call they have no reason to see who called. it causes issues and I have never worked anywhere that allowed staff to see each others calls taken in the queue. I chated with Fritzie, RingCentral Technical.
the attached is one image that was sent…
1 vote -
Caller ID Filtering
Description: I would like to request a feature that allows the system to prompt callers for their Caller ID before routing them to the call queue. If the caller fails to provide their Caller ID, the call would be automatically disconnected.
Proposed Functionality:
- When a call comes in, the system prompts the caller to provide their Caller ID.
- If the caller provides the information, they are routed to the appropriate call queue.
- If the caller does not provide the Caller ID, the call is disconnected with a message informing them of the requirement.
Thank you for considering this request!
3 votes
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