Skip to content
← RingCentral Ideas

Phone & Messaging

Phone & Messaging

Categories

JUMP TO ANOTHER FORUM

(thinking…)

I suggest you ...

(thinking…)

Enter your idea and we'll search to see if someone has already suggested it.

If a similar idea already exists, you can support and comment on it.

If it doesn't exist, you can post your idea so others can support it.

Enter your idea and we'll search to see if someone has already suggested it.

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

106 results found

  1. Call waiting to apply on call queue members.

    Call queue members to have call waiting enabled.

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

  2. 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
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  3. Make call queue numbers available as outbound caller ID numbers in User Settings templates

    Currently numbers assigned to call queues are not available to be used as outbound caller ID numbers in User Settings templates. They appear in individual user settings, but when you are editing a template only site-level numbers appear. If you have numbers that point directly to a call queue, it will be likely that you will want that number to be the outbound caller ID number for members of that queue, and we don't want to have to set each user's caller ID separately without being able to use a template.

    56 votes
    Under Review  ·  5 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  4. 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…

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

  5. 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…

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

  6. Ability to turn off call quality survey for agents.

    Some agents are annoyed by the call quality survey after each call. Having the ability for them to disabled it would be nice.

    40 votes
    8 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
    Under Review  ·  AdminJessica H. (Admin, RingCentral) responded
    Hi everyone, while there is great value in understanding the experience of our customers, we have heard the feedback, and we have greatly reduced the frequency of this particular survey on agents calls.

  7. 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.

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

  8. 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…

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

  9. Feature to remove the press 1 option on call queue calls

    End user is requesting to have an option to set the PLAY ANNOUNCEMENT for call queue calls to "NEVER" just like the option that we have when transferring the calls to external number.

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

  10. 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)

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

  11. 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.

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

  12. 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 →
    How important is this to you?

  13. 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.

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

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

  15. 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.

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

  16. 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 →
    How important is this to you?

  17. 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
    Under Review  ·  2 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  18. Return to queue at will during wrap-up time

    Our center is the Michigan Poison & Drug Information Center, a federally and state funded entity that handles and manages poisoning and toxicologic emergencies. We are requesting an important feature to optimize our efficiency, specifically the ability for our healthcare staff to return to the call queue at will whenever they need to during the prescribed wrap-up time, which currently is at 30 seconds. We would like to extend the wrap-up time to 2 minutes to allow the staff to document and chart in the electronic medical record, but at the same time have the ability to voluntarily re-enter the…

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

  19. Transfer Call to Queue Voicemail Directly

    We would love to see the ability to transfer an active call to a specific queue voicemail box where they can then leave a message.

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

  20. Visual Call Editor in Call Queue Menu

    Similar to IVR Visual Editor, provide a option to visually see the current configuration and allow adjustments.

    19 votes
    Under Review  ·  3 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
← Previous 1 3 4 5 6
  • Don't see your idea?