Call pick up notifications
Customer would like to have a feature other form of notification whenever there is a call to pick up. For example every 20 secs there will be a message that there is a call needs to be pick up
Doroteo
shared this idea
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Marina
commented
Voting for this, and want to add context on why it should be prioritized as a fix rather than an enhancement.
Call queue pickup exists so backup agents can catch rollover calls. But backup agents, by definition, are not staring at the RingCentral app all day. A visual-only notification means they need to keep the app visible at all times and watch for a small phone icon to appear. In practice, that makes the feature unusable for its core purpose.
It took us 4 hours with support to confirm this is expected behavior, which suggests the limitation isn't obvious even internally. An audible notification isn't a nice-to-have here, it's what makes the feature functional. I'd encourage the product team to revisit how this was scoped, because as shipped it doesn't serve the workflow it was built for.