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  1. 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 min

    16 votes

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    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  2. 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”.

    18 votes

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    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  3. 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.

    13 votes

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    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  4. "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.

    14 votes

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    2 comments  ·  Call Queues  ·  Admin →
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  5. 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…

    19 votes

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    2 comments  ·  Call Queues  ·  Admin →
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  6. 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…

    10 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  7. 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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  8. Have the ability to ring all call queue members while in an active call.

    6 votes

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    2 comments  ·  Call Queues  ·  Admin →
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  9. The ability for Super admin to turn the "Accept Call Queue Calls" feature on and off for extensions using the Desktop App.

    3 votes

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    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  10. Hide caller's phone number for call queue calls

    3 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  11. The member status feature in call queue can be locked.

    3 votes

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

    5 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  13. 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…

    5 votes

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    0 comments  ·  Call Queues  ·  Admin →
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  14. We have setup a forwarding in our account from our main number to call queue we setup our call queue that if its not answered it will forward to an IVR menu where the caller can select which voicemail they will leave their message however upon setting up redirect call from user extension its looping back to the main number, we have consulted ringcentral support and we informed that there will be a conflict on this setup and we will need to choose 1 feature to be enabled

    We need our callers to be forwarded to the main number when…

    3 votes

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    0 comments  ·  Call Queues  ·  Admin →
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  15. 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.

    5 votes

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    0 comments  ·  Call Queues  ·  Admin →
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  16. Request: Use the call queue name as their outbound caller id

    2 votes

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  17. customer would like to have the feature where the system can detect which country the calls are coming from and have a whisper before the call informing the recipient of the call. And also have the option to choose how many time the whisper is repeated.

    2 votes

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    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. RingCentral does not have the feature to stop reps from turning off the "Accept Queue Calls" button in their settings. When this gets toggled off in their settings their member status in the queue is then turned off. We would like to stop the reps from being able to do this and always have their member status turned on. This way the manger is the only one that can go in and turn them off from getting calls from certain call queues.

    2 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  19. 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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    1 comment  ·  Call Queues  ·  Admin →
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  20. Want to have a feature to set the maximum caller wait time in queue for 5 seconds only because it is taking too long for the caller to be routed to voicemail.

    3 votes

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    0 comments  ·  Call Queues  ·  Admin →
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