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  1. As the Title states, add the ability to apply custom rules to the call queue template. This would allow the quick copying of custom rules that you would want to apply to multiple queues easily, example being able to copy a holiday schedule custom rule to multiple queues that share the same schedule instead of having to setup the same custom rule multiple times.

    If this is too much of a hurdle, another possibility would be being able to save custom rules and then when in the custom rules tab be able to select a previously saved rule to apply…

    9 votes

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    0 comments  ·  Call Queues  ·  Admin →
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  2. I wanted to have a feature where call queue members can pick up calls on a specific schedule. We work on a different time zones. We were able to achieve this by setting up user extension work hours but the problem is when we tried to make internal call it goes straight to voicemail if we dial during after hours. Being able to dial internally should be possible and override user hours.

    8 votes

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    2 comments  ·  Call Queues  ·  Admin →
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  3. Call Queue Custom Rule Templates

    Problem:

    Our current system lacks the ability to create and apply templates for custom call queue rules. This necessitates manual configuration for each call queue extension, a significant time investment considering we manage 340 call queues

    Current Behavior:

    Navigating through Phone System > Groups > Call Queue > Call Handling > Custom Rule.

    Manually setting up the desired call routing behavior for each individual call queue extension.

    Desired Behavior:

    We request the implementation of a system for creating and applying custom call queue rule templates. This would allow us to:

    Design a template with desired…

    4 votes

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    0 comments  ·  Call Queues  ·  Admin →
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  4. Ability to manually forward the calls waiting in queue to voicemail

    4 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  5. We are looking into utilizing the RingCentral hold music within our queues to provide advertising and messages to our customers. We want to have the recording start at different points. The intention is when customers call, we don’t want them to have to hear the exact same message in the exact same order every time.

    3 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  6. We have several phones in common areas that should also be able to ring and be picked up as well.

    In our past systems, we had 5-6 phones ring with incoming main line calls no matter if they were currently on a call or not and you could put that call on hold and answer the other incoming call. I want our current system to be able to do that to include 2-3 "backup" people who have their own lines.

    With RingCentral, the call queue does not allow us to do that. If the receptionist of the queue is on…

    4 votes

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  7. When a user answers a call from a call queue then conducts a cold transfer, the recipient does not know the call is being transferred. If they are a member of the call queue, it appears as the call is incoming from the call queue.

    4 votes

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  8. Remove delay when Ring in the Overflow call queue. When the Overflow call queue is ready to take calls from the Original call queue. It should be instant and no delay.

    4 votes

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  9. We have a use case where the users are backups for a large number of call queues (calls do not ring to them).

    They need more than 10 Call Pickup Buttons, especially on the Desktop App.

    2 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  10. Customer would like to have a Call Recording greeting in Spanish Because his RingCentral account caters to both Spanish and English Customers

    3 votes

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  11. Ability to forward those direct voice messages to all extension to a call queue extension so they can one a one place to check it in that queue

    3 votes

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  12. Include an expanded view option under the detailed call log for call queues, similar to the one available when searching for a specific number.

    Please check comparison on the uploaded files.

    2 votes

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  13. Need to have a single PickUp button that can pull any call that is directed to any Queue

    3 votes

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  14. we have a receptionist in the call group who is supposed to be first on a call. When she picks up the call she won't get other incoming calls. We need her to be able to get silent or quiet notifications of incoming calls so she may juggle and transfer calls to the right people.

    3 votes

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  15. Currently when a user is in DND state but they are part of a call queue pickup, calls from the call queue pickup queue will still ring through to the user.
    We need DND to communicate with BLF notification service so that DND is working as expected - with no calls coming through to users in a DND state.

    1 vote

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    1 comment  ·  Call Queues  ·  Admin →
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  16. Right now, call queue is not working due to the ring group set up under the extension settings. It would be great for call queue to work as designed regardless of the extension settings.

    2 votes

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  17. Have the ability to ring all call queue members while in an active call.

    2 votes

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  18. Ability to view/listen/delete voicemails left in a call Call Queue from both RC app and web interface.

    59 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  19. It is strange that when no agents are currently signed into a call queue, that the call queue still just places callers on hold until the max wait time has been reached. It would be so much better if we had a routing option for when no agents are logged into or accepting calls from the call queue. The fact that there is no option to escape to voicemail makes this even worse, as the only option they have is to wait for the timer to expire.

    Could we please get an option to handle call queue routing differently when…

    2 votes

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  20. Disable Auto Answer was made available to RC User numbers set as "voice only" to allow for only Early Media to be sent to caller without the immediate answer that indicates the called party has answered. BH Management has multiple RC customers that have call queues and would like to be able to "pull" calls back after so many rings with no "agent" answering. They waited patiently for the new enhancement ([23.2][33] Enhance RC call answering behaviour to support early media (SIP 183) on account level [INIT-1835]) to be made available but after testing it was discovered that it only…

    12 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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