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401 results found

  1. After call work status of member per Queue

    A feature where the manager of the queue can manage on which call queue will a member only not receive a call if on After call work status given that the member is included in multiple queues.

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

  2. retrieving deleted voicemails from personal inbox and a call queue groups inbox in the RC Desktop app

    ability to retrieve deleted voicemails from call queue groups and for each users inbox

    4 votes
    0 comments  ·  Call Queues  ·  Admin →
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  3. Suppress deleted call queue members from Call queue analytics

    Kelly Services has over 400 locations with the US for recruiting services. At several of these locations, they have call queues for inbound recruiting candidates to call in. They have about 190 call queues for this portion of the business with each call queue having about 3-5 call queue members, on average. They also have a relatively high turnover rate for these call Queue Members (Recruiters) over 25%. They are also starting to use Business Analytics for their tool to manage this portion of the business and the productivity of the recruiters. The issue they are having is that deleted…

    3 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  4. Extend "Disable Auto Answering" enhancement to Call Queue numbers

    Disable Auto Answer was made available to RC User numbers set as "voice only" to allow for only Early Media to be sent to caller without the immediate answer that indicates the called party has answered. BH Management has multiple RC customers that have call queues and would like to be able to "pull" calls back after so many rings with no "agent" answering. They waited patiently for the new enhancement ([23.2][33] Enhance RC call answering behaviour to support early media (SIP 183) on account level [INIT-1835]) to be made available but after testing it was discovered that it only…

    12 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  5. Log outbound calls when placing a call using from a Queue number - QA purpose

    They use it for QA, right now we can only capture inbound call logs in a queue as per testing. Outbound call can be capture within company call logs. However, they only want to set visibility for those members of a specific queue.

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  6. empower call queue

    when someone calls the main line and the recipient of the call from a queue must be notified even if they are on a busy status.
    just like dialing the direct line of the ext lets say they are on a call and there is incoming calls they heard a beep sound with the information of the caller but call queue are stop receiving calls or notif when they are on a busy status

    3 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  7. When a call comes into a queue and it is answered by one of the members, rather than showing 'missed calls' for other members, showing a...

    ...s 'Answered by:xx'. Currently, when a call comes into a queue and it is answered by one of the members, the rest of the team will have a 'missed call' notification. Especially when the ring type is simultaneous, this is very confusing and misleading for the rest of the team. The team will have no idea whether the call is answered or not, and if it is answered, then by whom. The customer; (UID:2822385064) requested a feature enhancement on call logs on RC APP. Where the queue members should be able to see whether the call is answered or not…

    12 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  8. Pulse but for MVP call queues

    RingCentral pulse, just like it is for RC CC, but brought into MVP.

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  9. Add the ability to adjust when the timer starts for reporting a call in queue

    Some customers such as medical facilities need to report SLA and heavily rely upon performance reports. They often need to use queue prompts and automatic call recording prompts on their call queues to inform clients calling to dial 911 if it is an emergency and that the call is being recorded. When a caller hangs up during the prompts playing this is reflected as an abandoned call and it is hard for the admins to know if that call actually rang any members' phones and should be counted towards their SLA. If analytics had the option to only start the…

    3 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  10. Call queue setup

    Need to have an option to change how we setup a call queue. As an example, we activated a call queue by selecting Call Queue Managers. After we activating, we want to have an option to change from "Call Queue Managers" to Email address and vice-versa.

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  11. Duplicate Queue / Copy Queue / Queue Templates

    Option to "Copy All Attributes From" Option when creating a new queue. or "Dulicate Queue"or "Select Queue Template" All of the above would clone all queue details including members and custom rules, greeting and hold etc ... Example: I was creating 20 queues with 10 members from each queue. Each member / manager had to be added MANUALLY. - Greetings / schedually MANUALLY - Custom Rules MANUALLY- Call Routing / Work Hours / Wrap up etc .... MANUALLY All of the queues were essentially copies of the one prior with only minor changes to custom rules, and schedules. It should…

    3 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  12. Call queue management for Standard users

    A customer for 18095148 has a request to have a call queue management for standard users in the Service portal. It would help the standard users know as to which call queue they are assigned to.

    3 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  13. Call Queue Forwarding to and IVR menu

    Allow forwarding of calls into a Call Queue to be forwarded to an IVR menu.

    15 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  14. Selecting multiple call queues

    In user settings / group memberships , it would be a good option to be able to select mutiple call queues at the same time when you want to remove the user from them .

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  15. Visual Call Editor in Call Queue Menu

    Similar to IVR Visual Editor, provide a option to visually see the current configuration and allow adjustments.

    20 votes
    Under Review  ·  3 comments  ·  Call Queues  ·  Admin →
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  16. Dynamic Call Queue Membership

    Would like to be able to have call queues add/remove members based on dynamic rules. For example, if we have a call queue for our Recruiters, it'd be great to be able to have a rule with conditions such as: Account Enabled = trueDepartment = RecruitingTitle in "Recruiter 1","Recruiter 2"Title not in "Recruiting Manager"

    4 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
    How important is this to you?

  17. Ability to identify missed calls to the direct number only when in a que

    Can you please find a way to be able to tell which calls were missed in a que and which calls were missed to that direct number. Que calls get answered by other members but when missed calls come in to direct numbers we need to be aware so that they get called back.

    2 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. Report to see when someone is logging in/out of the call queue

    Frankly I am surprised this does not already exist as this is an essential tool for any call center admin.

    7 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  19. Add On/Off Toggle for each Call Queue being Managed

    My account has a work around method that takes a Call Queue that I am included in and it forwards to a Queue that I am not included in but behaves identical to the first one. When the custom rule is turned on within the first Queue it allows me to NOT be a part of those incoming Call Queue Calls. If I turn it off, then I can receive and answer Call Queue Calls for that specific Queue. If a user is a part of more then one Queue, he/she might wish to accept or not accept calls from…

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

  20. Sharelined on Call queue

    Hi Please include a feature were we can Add Sharedline group on a Call queue.

    2 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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