106 results found
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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 -
Add Call Queue Pickup to Mobile App
Our Facilities personnel are rarely at their desks and, as a result, do not have a desk phone and it is not practical to use the desktop app since they are away from their computers most of the day. They would like to be able to use the Call Queue Pickup feature available on desk phones, the web and the desktop app, but for some reason not in the mobile app.Please add Call Queue Pickup feature to the mobile app.
10 votes -
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 -
Send unanswered call in queue to IVR instead of VM
After the maximum wait time is reached, I would like to be able to send a call in the call queue to an IVR rather than the voicemail of that queue.Right now, the only option that I have is to send the call to voicemail.
10 votes -
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 -
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 -
Give callers the option to press x to escape from queue.
Hi,The only feature I have found lacking in RC is that there is no option to give callers the ability to escape from a queue by pressing a key on their handset. For example “if you’d prefer not to wait, press 1 to leave a message” which diverts the call to voicemail.Second example “if you’d prefer not to hold, press 0 to receive a callback” which diverts the call to an automated attendant where they are prompted to confirm their callback number (or enter a new one if they don’t want to use the caller Id of the number they…
9 votes -
Call Queue Analytics > Agent "accepting calls" time tracking
Customers need to be able to do ad-hoc reporting to determine when agents in a queue (or multiple queues) are available / not available (presence) AND "Accepting call queue calls" or not "Accepting call queue calls"
8 votes -
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 -
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 -
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 -
add template for call queues
customer would like a template added so they can adjust call queue settings, like hold music, instead of having to go under each queue and change them.
8 votes -
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 -
Ability for a call queue manager to see all the recorded phone calls of the users they manage on all the call queue's they are set to manage
Currently call queue manager's have the option to toggle from one queue to another to access the call logs to listen to recorded calls but what the cust wants is for the call queue managers to see all the call logs of all the call queues they manage all at once.
7 votes -
Change multiple extensions at one time in queue
Currently to adjust who gets calls first you can only move one extension to the bottom at a time. Allow multiple extensions to be selected and dragged at the same time. Good for when your call center is in zones and moving zones all at once instead of individuals.
7 votes -
Option to have Call Que Ring Softphone but Not Mobile
Many of our call que members cover inbound company calls in which it's not their primary company function on their softphones but uninstall the mobile app because it rings both, so this feature would allow them to cover call ques and still receive peer to peer calls or direct calls when moving around in the company
7 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 -
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 -
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
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