241 results found
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caller ID
The caller id shows not just the caller originated from but also what is the number that this call is forwarded from.
1 vote -
Feature add: Option to truly ignore queue calls
Problem Statement: Queue members are unable to decline calls for their queue. If your call queue is set to "Simultaneous Ringing" and you decline a call for that call queue, it will continue to ring until someone in the queue answers it.
Feature request/proposed solution: Add an option for call queues along the lines of: "When user ignores a call, do not ring that user's device for the same call." (Would still want other user's devices to ring.)
Looks like this was also requested elsewhere* but I wanted to articulate the problem further.
*This was also requested here. ( https://ideas.ringcentral.com/forums/958493-phone-messaging/suggestions/48021281-i-want-the-ability-to-ignore-calls-coming-in-on-a…
14 votes -
Missed call notification on Call Queues even the call is answered
Implement missed call notification if someone already answered a call from Call Queues
3 votes -
The capability to set all international numbers to be forwarded in to the voicemail without adding the country code manually in custom rule.
The capability to set all international numbers to be forwarded in to the voicemail without adding the every country code manually in custom rule.
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.
2 votes -
Whisper to call queue
The client wanted to have a whisper feature on call queues. This whisper can tell the employees the details of the incoming call example what issue or from what IVR option.
1 vote -
Ability to identify existing customer
Customer wants to know if their callers are existing customers or new customers on the incoming call information.
2 votes -
Ability to create Analytics reports that will tell when a member log in/log out from the call queue
Ability to create Analytics reports that will tell when a member log in/log out from the call queue
3 votes -
Admin assigned as the call queue manager can assign the status of the members
Admin assigned as the call queue manager can assign the status of the members and can toggle the button for the members to receive or not to receive any calls.
No users on that call queue will be able to remove their selves on the queue and their status is available to accept queue calls1 vote -
Exporting Call Queue Manager's List
We want to be able to download or export the call queue manager's list so we can have visibility in one file and not need to check each one individually in the admin portal.
1 vote -
Be able to see status messages of users so that if they use the Processing Call status we can see how long on average this takes
Be able to see status messages of users so that if they use the Processing Call status we can see how long on average this takes (as part of reporting)
1 vote -
Call queue, Extend the call transition time after the initial user decline the call
Customer wants to Extend the call transition in call queue if the initial user decline the call before the call to move to the next user.
2 votes -
Announcement after Ringing all extensions
The client wanted to have an announcement option that can say "If you know thew party's extension please dial now", after ringing all the extensions on the call queue.
1 vote -
voicemail
It would be valuable to have call queue members be able to access the call queue's voicemail box in their individual voicemail boxes. Example: They should see voicemails left to them specifically and they should see voicemails left to the Call Queues that they are members of with the queue name. This allows them to manage voicemails properly and not via email.
1 vote -
Ability to receive incoming calls for two call queue with one incoming number.
Ability to receive incoming calls for two call queue with one incoming number.
1 vote -
Press 0 key and call routes directly to that call queue's specified Extension
What is Working;
If someone calls my direct number and presses "0" while in voicemail, they are automatically routed back to the site extension where I am currently a member.
Here is how we want the mapping set up:
Test Call Queue Ext. 123 - the "0" press in voicemail should route to the specied Call Queue Extension1 vote -
Simulatious Rings "Phone Tree"
It would be nice to have the ability to set up a phone tree where we can have incoming calls ring 2 different users for 4 rings then once they don't answer it goes to a different 2 users for 4 rings, then auto attendant.
1 vote -
Place holder prompt in phone queue
When a customer calls in, we should have a prompt that allows the customer to leave their phone number to "hold" their place in the phone queue. When the customer is next in line the system calls them back to queue the call for a representative.
1 vote -
Allow one full pass through a queue without a wait timer
We have small specialist teams of 3-6 for some call queues. Instead of a 30-60 second timer that repeats through the queue, a feature that would instead call each agent individually and end when the last agent passes/ignores the call without repeating the queue would be a great feature.
Currently, if all agents pass and there is still time left, the queue repeats until the timer ends. Choosing a specific number of passes (one or more) would help a lot for small queues/businesses.
1 vote -
Disable the option to enter an extension while the prompt is playing
Disable the option to enter an extension while the prompt is playing.
The customer wanted to have the option to disable the option to enter an extension while the prompt was playing to avoid routing the call to a different extension.
1 vote
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