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353 results found

  1. Allow a person to send an incoming queue call to voicemail

    Sometimes you are receiving an incoming Queue call that you NEED to send to voicemail and not answer. Please give us the option to do that instead of just "ignore" and then it continues ringing.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  2. Call Queue Members - Add Same User more than once in Fixed Order

    Call Queue Members - Add Same User more than once in Fixed Order.
    I woluld like to be able to have a Queue go like this: User A, User B, User A (again), then User A Voicemail.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  3. Option to take no Voicemail for a user

    The ability to just hang up a call instead of it going to a voicemail. Disable Voicemail all together. For a user and for Call Queues,

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  4. CQ download?

    In EX Admin, in the user details section I am able to download an xlsx file of all users in the estate. Great! But ...
    Can we have an option to download a more detailed CQ list, with for example managers, members, routing method, business hours...... etc

    Been asked today for a comparison (83 queues) of business hours, fixed order v simultaneous and wait times.

    Am regularly asked for other metrics.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  5. ring tone

    The customer wants to have a different music while connecting if the call is coming within their office for them to know if the caller is an extension from their office

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  6. Call Queues - Single User Configuration

    Hi team, we should consider adding a single-user configuration for call queues and schedules. Settings in phone system and for the user doesn't allow customization in that fashion at this time.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  7. Call queue transfer annoucements

    Option to remove transfered call Queue call announcement and having to "Press 1 to accept" same as Direct transfered calls can.

    1 vote
    New  ·  1 comment  ·  Call Queues  ·  Admin →
    How important is this to you?

  8. Google Calendar Integration to Allow change of call queue members automatically

    We are a mental health clinic and we use a Crisis Line call queue to send incoming phone calls to an on-call physician after business hours. This works well for us, but we have a workflow bottleneck in that our RC admin (me) has to manually change the members of the call queue every two weeks.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  9. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  10. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  11. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  12. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  13. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  14. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  15. Calls for after hours should be block

    Callers should not make calls during after hours.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  16. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  17. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  18. 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
    New  ·  2 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  19. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  20. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
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