344 results found
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Group > Call Queues > Overflow Group - Ring Simultaneously
Group > Call Queues > Overflow Group - Ring Simultaneously. When I configure this, I just get two options Longest Idle and order.
Reason we find this extremely handy is we can put our admin/receptionist(s) in the first group and then overflow to the rest of the office if they cannot get the call. Improved call flow rather than just ringing everyones PC/Phones/Mobile on every call.
Thank You
22 votes -
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 min40 votes -
Call Queue Report to show the duration between when a customer leaves a voicemail and when they are subsequently contacted
To have a report that shows the duration between when a customer leaves a voicemail and when they are subsequently contacted.
7 votes -
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 -
Physical phone accept queue calls status
I would like to see a button similar to Cisco's Hlog button on physical phones. This would allow the user to change their status for queue calls from the physical phone instead of forcing them to log in to the application to do so. Possibly with a status light on the button to indicate if they are logged in or not.
5 votes -
add minimum of 3 number of callers allowed in queue
add minimum of 3 number of callers allowed in queue, as requested by Josh for Calm Consultants
23 votes -
Call Queue Wait Settings - max callers in queue
currently we can add up to 25 callers in queue.
Ideally it is important to have a max of 100 callers in queue, with extra multiple options like 30 -50-75-100.21 votes -
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 -
Call Recording Access for Queue Overflow Calls
When a queue call has gone to the overflow queue and was answered by a member of the overflow queue, the user has no access to the call recording.
It would be helpful to add an option to grant overflow member (who answered the call) access to the recording of overflow call.
4 votes -
Allow Infinite Call Looping in Call Queue
Background:
The account is currently set to loop calls between two call queues.
They wanted a feature in which call looping continues indefinitely until someone answers the call.
Currently, it only allows the call queue to loop twice then the call disconnects and got the error "we're facing a technical problem, please try again later."8 votes -
Call Queue Members Should Be Able to Receive Email Notifications When Unable to Answer Call Queue Calls
Implement an email notification system for call queue members to alert them when they miss calls from the queue.
2 votes -
Bulk Disable and Delete Call Queues
Add option to bulk disable and bulk delete Call Queues, similar to how this can be done for Users.
4 votes -
Notification for Returned Missed Calls
Add an indication to show when a missed call from a queue has already been returned by a member. Currently, this information is not available, leading to multiple callbacks to the same customer by different queue members. This creates a significant issue for call tracking and negatively impacts the customer experience and satisfaction.
2 votes -
Multiple site names - to be used as call que display information
When a caller call a multi site IVR - and selects 0 to be transferred to a call que receptionist . We are looking for the multi site name to be displayed for the call que reception . This is a benefit when answer calls for muti sites name that the call was rerouted from to show.
2 votes -
If the call from call queue was on hold for more than 5 minutes it should be transferred to an external number
Customer would like to have the features wherein call that was place on hold under Call queue will be transferred to an external number if the duration reach for 5minutes and more
2 votes -
Create reports for number calls transferred from call queue to another call queue
Customer would like to create a report that will show the number of calls that been transferred from one call queue to another call queue
3 votes -
Ability to create Analytics reports that will tell when a member log in/log out from the call queue
Ability to create Analytics reports that will tell when a member log in/log out from the call queue
8 votes -
Call Queue Notification
To implement a notification for a call queue member when a call is coming from a call queue group
2 votes -
call queue key presses
It will be more easier if there is an option on the call queue to created an automated system that allows the callers to press pound or any key presses to be forwarded to a dedicated voicemail extension.
2 votes -
Add the ability to push custom rules for Call Queues to the call Queues template
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…
22 votes
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