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381 results found

  1. [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
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  2. Call History for Simultaneous Call Queues

    I would be a good update for the call history to reflect that a call has been answered by another user instead of showing a missed call in the call history. If the call was answered by another user in the call queue, then the call was not missed.

    27 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  3. 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
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  4. Call Queue - Call Logs - Filtering options

    It would be nice to be able to filter with more options the Call Queues Call Log.I.E : Only missed calls, which is not possible actually.

    2 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  5. Turn off queue automatically if agent is inactive on computer for x amount of time.

    Turn off queue automatically if agent is inactive on computer for x amount of time.

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  6. Limit number of calls presented to a queue

    customer had 3 phone liness before switching to Ring. Fourth caller got a telco busy-we want to replicate

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  7. 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
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  8. 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
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  9. 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
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  10. Call Queue status as a Banner similar to DND

    Please add a feature where, like the status banner for DND, we also see a status banner for being off the call queue. Users do not remember to check their queue status after switching it off. While we can prevent people from getting off the queue, this is not desired and would be counter productive to our workflow. This was a feature of the original RC Phone and really needs to be added to the new RC App.

    21 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  11. 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
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  12. Add to the call queue an announcement to tell callers what number they are in line and the estimated wait time.

    Add to the call queue an announcement to tell callers what number they are in line and the estimated wait time. Something along the lines of "You are currently caller X in the queue and your estimated wait time is X minutes." Base this information off of current queue activity and average wait time before answer.

    24 votes
    Under Review  ·  3 comments  ·  Call Queues  ·  Admin →
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  13. call waiting longer than 15 min & customise the number of callers in a call queue

    PLease can we request the following features 1. to be able to customise the numbers callers in a call queue. It is currently set to multiples of 5 callers only i.e. 5,10.15.20 etc . There are time when only 1-2 staff are taking calls & we do not want a minimum of 5 callers in the queue , in this case only 1-2 callers. When you have a minimum of 5 callers & only 1-2 staff taking calls the result is that callers can be waiting longer than 15 min the queue2. Because of the problems with point 1 we…

    30 votes
    Under Review  ·  2 comments  ·  Call Queues  ·  Admin →
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  14. Add ability for call queue managers or members to manage queue voicemails in the RingCentral Desktop App

    We have found that the best and quickest way to manage all your VMs is with the desktop app. You can quickly see which are hangups and just delete them. You can then use the voice to text feature to quickly scan the message to determine if it needs to be handled or can be deleted. We are finding that VMs left in a Call Queue, however, are often overlooked because they do not appear in the RingCentral desktop app unless the user logs out of the app and then logs in AS the call queue user. Most don't do…

    19 votes
    Under Review  ·  3 comments  ·  Call Queues  ·  Admin →
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  15. 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
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  16. Extend Share Voicemail Functionality to Call Queues and Message Only Ext's

    Feature Request: Extend the Shared Voicemail Co-Recipient core functionality created for "Users" to Call Queues and Message Only ExtensionsUse Case:The customer has a team of people that are a part of the after-hours/on-call support team. Members of this team are in multiple "after-hours" call Queues. This team is also responsible for processing voicemails left in multiple Message-Only Extension. The On-Call resources need to be able to process Call Queue voicemail as well as the Message-Only Extension voicemail. It is important that the users understand where the voicemail originated from with appropriate labeling for each Call Queue or Message-Only Extension. Bonus…

    3 votes
    Implemented  ·  0 comments  ·  Call Queues  ·  Admin →
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  17. 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
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. See Pending Callers in Queue

    Admin would like to provide the ability for members of a call queue to view pending calls to that queue. Users who are members of queues are unable to see calls pending in their queue while on a queue call.

    15 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  19. 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
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  20. Stop Queue Call from Ringing on Offline Users!

    I have discovered that Call Queue calls will arrive to members who are Offline (Offline being laptop shut down, or user not logged into a computer).On our busiest call Queue which is setup as Rotating, the calls are arriving to offline members and then ringing out on it’s maximum wait time, and then moving onto the next offline person. This is contradictory to the guidance on your own website on how a call queue will behave, but support have stated this is normal system behaviour.This happens on all Queue types (Simultaneous, Rotating and Sequential).Please update your systems ASAP as this…

    47 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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