RingCentral Product / Feature Area: RingCentral MVP – Call Queues & Analytics

Business Problem & Pain Point:
Currently, when a Call Queue reaches its Maximum Wait Time or Queue Capacity (Full), callers are automatically routed to an external overflow number (e.g., an answering service, mobile phone, or secondary partner line).

However, because RingCentral processes this transfer as an "Overflow / Redirected" event rather than an "Abandoned / Missed" event:

Queue agents receive no missed call notifications in their RingCentral App or desk phones.

Managers lack real-time visibility into which agents missed the ring attempt prior to the overflow triggering.

Team members have no direct record in their missed call log to perform quick follow-ups if the external answering service fails to record complete context.

Proposed Solution:
Add an optional toggle setting in the RingCentral Admin Portal under Call Queue Management > Call Handling > Queue Full / Wait Time Exceeded:

Feature Name: Log Missed Call Notification for Queue Members on Overflow Transfer

Toggle Options:

Disabled (Current Behavior): Silent hand-off to the external number with no agent-level missed call alerts.

Enabled: Send a "Missed Call / Overflowed" notification to all assigned queue agents (or the specific agent who was being rung prior to timeout) when the call is forced to transfer externally.

Expected Value & Business Impact:

Faster Customer Follow-Ups: Agents can immediately see which overflowed callers need urgent callback attention.

Better Accountability: Managers can clearly audit agent activity without having to pull full historical queue reports.

Improved Service Levels: Provides crucial visibility for high-volume sales and support teams where missing an incoming inquiry directly impacts revenue.