353 results found
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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.…3 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.
20 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.
5 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.
63 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
8 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…
8 votes -
Call Queue Pick up on Mobile app
Customer needs a feature for call queue pick on mobile app for both android and IOS devices. Customer said that they are most out of the office and using mobile app to answer calls
14 votes -
Add Public Holidays into the Call Queue Schedule
I understand that we have custom rules in place but when you are a big organisation with multiple call queues in different time zones the config can become a mess.We have simplified our call queues by using the overflow features instead of custom rules. This has set our routing in place and now we want a feature to be able to specify when the office will be closed.We should be able to input public holidays in the schedule, automatically setting that call queue to not available on the specific days.
59 votesThis will be implemented in November 2024 as Call Queue Custom Rule Templates!
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When laptop is in sleep mode RingCentral should automatically turn off Accept Queue Calls.
When laptop is in sleep mode RingCentral should automatically turn off Accept Queue Calls. to avoid forgetting to turn queue off manually.
3 votes -
Add speech to text response for the greeting notification at the call queue level
SS&C would like to have consistency in their notifications. They are asking to have an option for greetings to be text to speech at the call queue level. Currently, it only gives the option to use default or audio recordings which does not provide a consistent experience.
3 votes -
Live notification via Webhooks of Individual Call Queue Member Status Change
Currently, the APIs only report when an Agent is "Accepting Queue Calls" or Not Accepting Queue Calls. Its an all or nothing situation.However, if I am a member of multiple queues and stop accepting queue calls for ONE of the THREE queues, I will get no notification.We would need to get the status for all 3. This impacts all our dashboards and real time presence widgets.
19 votes -
Call Queue Direct Number for Users in Queue
There should be a template created for call queues where members added to a call queue automatically get the Outbound Caller ID on their profile to be the number for the call queue. This would be useful for bigger institutions that utilize many call queues and constantly have to go into each user's settings to change their outbound to reflect the call queues number. Right now, Ring Central only has the template that applies the users direct number; however, the members of the call queues direct number is not usually the call queue number but a temporary number.
7 votes -
Sort call queue members by name
this will cut down the time it requires to find/add users in a call queue.
13 votes
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