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401 results found

  1. Allow call queue extensions to sign in to app

    Having the ability to sign in to the app as a call queue extension would be beneficial to those of us that have a call queue assigned as the Operator Extension and receive text messages to that call queue extension. In our case, we have all text messages sent to our main number directed to a call queue that alerts our help desk to the message. Previously, someone could use the (now legacy) RC Phone app to sign in as the call queue extension and access the messages to either respond or delete them; it was also the only way…

    7 votes
    Under Review  ·  2 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  2. Disconnect call queue call when no call queue member is available

    In the Call Queue Wait Settings, there is a setting called "When members are available, but no members answer or all members are busy or unavailable" with a drop down, but the only option in the drop-down is to wait (then there is a subsequent option whether to wait for primary members or primary & overflow members).Today we had a fire drill, so all of the call queue members went offline, but callers just stayed in the queue until they hit their maximum caller wait time and got disconnected. This is a poor user experience. We would prefer to have…

    16 votes
    Future Consideration  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  3. Allow a Call Queue to disable voicemail

    We'd like the option that if no reps are available to take a customer call, that the user simply be told that no reps are currently available and to try again later. Currently, that message is ONLY available if the queue (min 5 callers) is full. We need the ability to have this message if literally no one is available regardless if they are the only customer in the queue.

    53 votes
    Future Consideration  ·  5 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  4. Receiving a que call while on a regular call.

    We have very expensive marketing calls coming in and our agents know they will not receive a marketing call if they are on the phone. Because ring central takes them out of the call que. So they do not use the ring central phone to make their calls because it takes them out of the que. I need them to receive marketing call while they are on the ring central phone. In our business we use the phone all day and it encourages the agents to want to be off the ring central phone waiting for a marketing call. This…

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

  5. A text to speech option on call queue like the IVR menu prompt

    A text to speech option on call queue like the IVR menu prompt

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

  6. Feature to disable Beeping for Call Waiting in queues

    We have call queues set up and when a call is waiting in a queue to speak with an employee, if that employee is logged into the queue but happens to be on a call, both parties on that call hear beeps.Our employees do not use physical phones. They either use the desktop or mobile app.I spent over 90 minutes chatting with RC support yesterday and setting up new extensions, removing call monitoring, removing and reinstalling the desktop and phone apps, etc. Just a whirlwind of "let's try this to see if it works", all the while there is no…

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

  7. Extended waiting time while in queue

    Extended waiting time while in queue

    15 votes
    Under Review  ·  3 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  8. Disable accept queue call slide bar on some agents

    customer just wants to disable accept call queue slide bar on a user by user basis.

    30 votes
    5 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  9. Allow disabling "Accept Queue Calls" under roles for extensions assigned to queues

    It would be extremely useful to be able to disable an associate from removing themselves from taking queue calls. As you can imagine, if an employee chooses they no longer want to take calls but their supervisor did not approve it. They could stop taking calls without the supervisor ever knowing (Not good for anyone). This also requires additional reporting. We also have an extra step of pulling a report to see which associates took themselves off of queue calls every day (Not efficient). I believe it would be helpful to be able to exclude that feature through roles whether…

    185 votes
    12 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  10. Priority option for queues.

    I would like to see the ability to set priorities for queues. For example, those calling for new orders/sales, that queue gets answered in front of those in queue checking the status of their order. I can see this being beneficial for a lot of companies. Those calling to order a tow truck for the first time, needs to be answered before someone checking the status of where the tow truck is, for example. On top of that, it would be even more awesome if internal calls/transfers were a priority as well. I know this is probably a feature of…

    15 votes
    Under Review  ·  2 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  11. toggle switch for queue hours

    We currently use a bypass rule for when we are closed for a holiday so that we can have a "closed for the holiday" message. In addition to adding the dates/times in the bypass rule for the holiday I also have to go into each queue we have (6 of them) and change the hours to correspond with the bypass rule. If I don't then someone calling in will hear that we are closed but then when selecting from the options menu for a department, it will ring and ring if I don't set the hours of each queue to…

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

  12. Position in Queue, Estimated wait time, and Call queue caller call back feature

    In order to reduce missed calls in call queues, an option for clients to push '1' for a callback but keep their place in line is needed.

    222 votes
    Future Consideration  ·  38 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  13. Make a way to see what queues the agents are in from the service portal

    Make a way to see what queues the agents are in from the service portal.

    5 votes
    Future Consideration  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  14. User(s) currently taking calls in call queue(s) should be notified for incoming calls

    Currently in a call queue, when one of the user is on a call and an incoming call comes in, the user currently taking the call won't be notified about the call. Only the other free users are. As a result, there should be an option in the call queue to notify everyone in the call queue for incoming calls, including those currently taking calls.

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

  15. Have the option to have Call Queues show up as company contacts

    We are using a Call Queue for our IT Department Helpdesk. Right now, that contact doesn't show up as a company contact. On mobile, it shows up under Others, but that isn't really isn't ideal. I'd like to request having the option to include a Call Queue as a company contact. There should be something like a toggle switch in the settings of the Queue that would allow us to see this or not.

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

  16. Forward a voicemail to a call queue voicemail

    We need to be able to have the option to forward voicemails to call queues like we have the option to with other users.

    20 votes
    Future Consideration  ·  2 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  17. Delete Call Queue Member Confirmation

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

  18. Call Queue Hold Time Routing

    Would be nice to be able to route calls to an overflow queue when maximum hold time for the queue has been reached. Currently the only option is to send the call to voicemail. The ability to send the call to another call queue would be very helpful.

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

  19. Adjust how missed calls are categorized for group calls

    Currently if a group is set to ring all members at once and someone else answers it will show as a missed call for everyone else who didn't answer. It would be nice if the system knew the call had been answered and didn't show as a missed call.

    477 votes
    61 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  20. Remove Missed call tracking for a Call Queue call.

    For the missed call display on the hard phone, customer does not missed called displayed when a user misses a Queued Call or a Ring Group call. They only what to see this on the hardphone for direct DID calls to their phone. When queued or ringgorup calls are missed by one user and handled by another user, the user that missed the call could potentially call back a customer not knowing the customer already had their question/issue taken care of. Not a good customer experience (or a end user experience)

    29 votes
    Under Review  ·  3 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
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