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353 results found

  1. 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.

    474 votes
    60 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  2. 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.

    213 votes
    Future Consideration  ·  36 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  3. 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…

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

  4. 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?

  5. 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?

  6. 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 votes
    7 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  7. 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?

  8. 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?

  9. 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?

  10. 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.

    45 votes
    Future Consideration  ·  4 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  11. Call Queue Wait Settings - wait time

    several customers are asking to have a longer wait time on queues.
    currently the max wait time that can be configured is 15 min, ideally having more options 20 , 30,45,60 min

    41 votes
    New  ·  3 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  12. 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.

  13. Inqueue Callback: Changing Number Confirmation Prompt

    Inqueue Callback: Changing Number Confirmation Prompt
    Our company would like the ability to change the caller ID confirmation message. Currently, it does not say to hit # to confirm the phone number, causing confusion for our clients. The number will confirm if you press # or wait, but because the prompt does not mention to press #, customers feel like they are getting ”stuck”.

    36 votes
    New  ·  3 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  14. 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?

  15. 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?

  16. 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?

  17. In Call Queue Press 1 to Leave a Voicemail

    Callers wishing to leave a message rather than wait on hold would improve the customer service level. This is a global request and expectation.

    27 votes
    Future Consideration  ·  1 comment  ·  Call Queues  ·  Admin →
    How important is this to you?

  18. 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?

  19. 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?

  20. Call Queue - "Allow members to change their queue status"

    "Allow members to change their queue status" button on the Call Queue is not working since the Users that are members of the Call Queue still have the "Accept Call Queue calls" button on their end.

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