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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

    35 votes

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

    14 votes

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    New  ·  3 comments  ·  Call Queues  ·  Admin →
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  3. 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”.

    33 votes

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    New  ·  3 comments  ·  Call Queues  ·  Admin →
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  4. add minimum of 3 number of callers allowed in queue, as requested by Josh for Calm Consultants

    22 votes

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    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  5. 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.

    19 votes

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  6. "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.

    22 votes

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    5 comments  ·  Call Queues  ·  Admin →
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  7. Customer wants his 2 different RingCentral business account to be signed in at the same time to one RingCentral app so he can answer calls from both account into 1 app only.

    7 votes

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  8. 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…

    21 votes

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    2 comments  ·  Call Queues  ·  Admin →
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  9. There should be a notification that a call is waiting when the call queue is empty or without any online person to be able to have call queue members available to receive the call and to monitor their status as well.

    8 votes

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  10. The callback queue recording is only available in English. This should be available in multiple languages to account for various language requirements. We have a need for a French version in RingCX.

    8 votes

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  11. Customer wanted to have an ability where the calls will be redirected automatically to an external number when no one is available. Current behavior is the calls are still being routed to the queue even the extensions are not available

    4 votes

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  12. 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.

    13 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  13. Ability to create Analytics reports that will tell when a member log in/log out from the call queue

    5 votes

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  14. The customer wants to have a different music while connecting if the call is coming within their office for them to know if the caller is an extension from their office

    3 votes

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  15. 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…

    13 votes

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    1 comment  ·  Call Queues  ·  Admin →
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  16. 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."

    3 votes

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  17. Callers should not make calls during after hours.

    2 votes

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  18. The customer would like to know if there is an option to schedule hold music for a specific date and time for holiday prompt

    2 votes

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  19. Request: Use the call queue name as their outbound caller id

    7 votes

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  20. Customer would like to have a feature to enable Caller ID name support for Canadian numbers. Because they would like to display the queue name when the number being dialed is a Canadian number.

    6 votes

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