241 results found
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Secondary option in Call Queue setting where we can set in there an external call forwarding for each call queue member
It will be nice to have a secondary or option directly in call queue setting wherein we can add or customize an external number for each members
1 vote -
To have an options to route the voicemail of one call queue to another call queue.
To manage voicemail to a single call queue.
2 votes -
Dashboard for calls in queue
This would be extremely useful for members of our client care team. There are certain clients that we accept calls for immediately and for clients who are calling back in about an issue. Old company we used to have phones with had this feature so I am amazed that a top-tech company like RC doesn't have this feature.
8 votes -
Option to route to MVP Call Queue voicemail while waiting in Queue
Provide option for callers that are queued up (within MVP Call Queues) to exit the queue and be routed to the Call Queue's voicemail. Currently pressing 0 will route to the "Zero Dialing" configuration of the Site, and pressing * will direct the caller in an attempt to log into the Call Queue's voicemail (that is somewhat concerning in its own right). It would be nice to configure which DTMF digit a queued caller could enter, to route directly to the Call Queue's voicemail.
26 votes -
Ability for Queue managers to be notified when call is waiting
It would be beneficial for queue managers to receive a notification that there is a call waiting in the queue. A notification through the Avaya Cloud app or Office app would be great so that managers are aware that there is a call waiting and can take action quickly.
14 votes -
Routing missed calls in Queues, and custom rules
As a technician, I CONSTANTLY run into the complaint from customers that you cannot route missed calls to an IVR in a Call Queue. For example; a customer wants their 7 phones to ring, IF no one picks up, instead of going to voicemail, they want to route that missed call to an IVR. Creating a rule only allows you to call forward immediate. So it would be nice to be able to route MISSED CALLS in a call queue to an external transfer or internal transfer (IVR or user).It would also be nice, to have a custom rule that…
8 votes -
Callback in Queue Recorded Caller Message
During a callback in queue request, offer the caller the option to record a voice message that will be presented to the agent prior to launching the callback. Offer the agent an action to launch the callback while listening to the message or automatically launch when the message is finished.This is a feature available with Mitel today.
12 votes -
Answer calls to the Call Queue when already in a call.
Here's a scenario that I thought should already be possible, but is not.
1. You are already on a call
2. You hear the other phones ring, someone is calling your call queue number.
3. You want to answer, but don't want to leave the office to go pick up another phone.
4. So instead you put your current call on hold.
5. You then answer the new caller, have your conversation, then return to original call, taking them off of hold.As of right now, this is impossible. You can't take the call unless it is directly forwarded to you.…2 votes -
Auto Log out on unanswered queue calls
Customer is used to using simultaneous ring, but group is very large. Having an auto logout of Call Queue on RNA would ensure that if they switched to a non simultaneous ring pattern that the callers wait time would be managed properly, and not subjected to unnecessary ringing.
1 vote -
Remove access to turn off Queue calls
The agents can tur off queue calls and then they are out of the queue line. This access should be given to them. I know the queue manager can check who is turning off and on but still this access right can be created in settings and permissions.
14 votes -
Performance Reports - Call Queues Abandoned Calls
It gives you a count on the call queues side. But when you switch it to the user's the number doesn't match. It becomes a total count of the user extension all together. It will benefit to keep it separate as it pertains those abandoned call happened on the call queues side.
4 votes -
Display user "accepting queue calls" status in the HUD.
Supervisors would like to see the "accept call queues" status of their employees in the HUD to prevent their employees from intentionally missing calls or forgetting to re-enable the toggle.
24 votes -
Leverage GPS on Mobile Device to log out of call queues
Would like to leverage the mobile device GPS to geofence a site and automatically toggle "accept call queues" off when the person leaves the location.
1 vote -
Call queue extension members to have an access to the messages via app
Customer wants the call queue extension members to have an access to the SMS messages via app when being use as an Operator of the account.
2 votes -
Call Queue voicemails available in RC APP and GUI interface
Ability to view/listen/delete voicemails left in a call Call Queue from both RC app and web interface.
62 votes -
The Call Queue Member becomes unavailable when in a meeting
Call Queue Member becomes unavailable when in a meeting
1 vote -
Adding an external number in the call handling under a call queue extension, just like the same feature under user extension.
Adding an extermal number in the call handling under a call queue extension, just like the same feature under user extension.
2 votes -
Add announcement option on call queues
there should be an option to announce incoming queue name, not just display, press 1 to accept. that way, the member knows how to answer if he/she is in various queues...
1 vote -
Need more than one manager for user groups
Currently there is a limitation on 1 manager per user group. Our organization would like to share this responsibility with others in order to handle the changes needed within a large group
4 votes -
After Hours On-Call Rotation - Rotate Queue by week
We have a group of staff that rotate on-call duties after hours. In the past they would setup IVR to allow customers to contact on-call in an emergency and that would ring to a message only extension. Then, we added everyone's cell to the notifications. Assign the RC contact to our phones, and assign a loud ringtone to be notified when someone had left a VM after hours, then they call them back. I am trying to assemble a solution that would allow them to use their personal cell phones and I'd be able to create call queues in rotating…
7 votes
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