Currently, when an agent receives a call from a call queue, the only way to identify which queue it belongs to is by reading the queue name displayed on the screen. However, when calls are routed to an external number (outside of RingCentral), this information is no longer visible, making it impossible for agents to know which queue the call originated from.

We would like to request an optional voice notification feature that plays a short message (e.g., “This call is from Craigslist queue” or “This call is from Sales queue”) before the call connects.

This feature existed in our previous phone provider and was extremely helpful to:

Allow agents to instantly identify where the call is coming from, even if they are answering from a mobile device or an external line; Improve response accuracy and professionalism (agents can greet customers appropriately depending on the source); Support multi-department operations, especially when several queues forward to the same agent or main number; Maintain operational efficiency for companies that use forwarding to external numbers or after-hours answering services.

Why this is important: Many businesses rely on multiple call queues (e.g., Marketing, Craigslist, Service, Sales) and often forward calls externally. Without a voice identifier, agents can’t distinguish between different incoming call types, leading to confusion and less personalized customer service.

Adding this feature as an optional setting (toggle per call queue) would be a small change that brings significant improvement to usability and customer experience.

Example of expected behavior:

When a call from “Craigslist Queue” rings:
🔊 Voice prompt plays: “This call is from Craigslist.”
📞 Then the call connects normally.