531 results found
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Ability to transfer incoming calls from call queue
incoming calls palang yung hindi pa nasasagot/ cannot be sa call queue pwede sa direct extension calls pero cannot sa call queue
2 votes -
Agent Checker for Call Queue (Email Notification)
Implement an email notification system for the call queue managers to alert them when the number of agents logged in falls below a certain number.
6 votes -
Configurable Ring-Back Duration for Ignored Call Queue Calls
Allow administrators or users to configure the ring-back delay after a call queue call is ignored.
Current Behavior
When a user ignores a call queue call, the system rings the user again after approximately 5 seconds. This delay is fixed and cannot be adjusted.Requested Enhancement
Introduce a setting that allows the ring-back interval to be customized. For example, administrators could choose a delay of 5, 10, 15, 30, or 60 seconds before the call is presented to the user again.Business Need
The current 5-second ring-back interval may not provide enough time for users to complete a task, finish…2 votes -
Longest Idle Members more than 100+
We have a customer requesting the ability to add more than 100 users to a call queue when using the “Longest Idle” routing method.
Please consider this as a feature request, so that the call queue can support “Longest Idle” with more than 100 members.
2 votes -
Call Waiting Notification Settings
When I am already on a call, please make any new incoming calls silent, or have that option. They are very disruptive/load and we are being told there is no way to turn off that ringtone....
1 vote -
AI Notes on Call Queue Calls
AI Notes should be enabled for call queue calls. Received call queue calls should be transcribed by AI.
5 votes -
Addition of Audit Log
Requesting addition of an audit log element that tracks who requested temporary queue assignment changes through the Real-Time agent widget as well as when they made the request and the specific queue re-assignments.
2 votes -
Call Queue Groups in a Fixed Order
Call Queues should have the ability to ring groups of users in a fixed order.
For instance, a call comes in for a Call Queue. I'd like the two office coordinators to be offered the call then if unanswered the call is offered to the two assistant directors then if unanswered it offers the call to the director.
This can be done by using multiple Call Queues but then it makes it a nightmare to manage the voicemail greetings, schedule, managers, voicemail recipient's on multiple Call Queues when in the proposed scenario it would just be one place to adjust…
21 votes -
NEW FUNCTION ADMIN PORTAL > Add Call Queue Group (Assigning multiple call queue's in 1 RC extension)
The Call Queue Group option will help IT Admins in assigning multiple call queue's to a RC extension.
The "Call Queue Group" function will be a new object that would allow admins to create a group of multiple call queues, then assign to RC user extension.
In screenshot 1 (Call Queue Page) = Admins would have the option to create a call queue group, select the needed call queues then create the "Call Queue Group" object.
In screenshot 2(User List with Extension Page) = Admins will select "Add Call Queue Group Option" > All "Call Queue Group Objects" will be…
2 votes -
Schedule Closed
In RingEX, I would like to create a schedule where the office would be closed on certain holidays, so the system will play the correct voicemail.
11 votes -
Caller ID
(RingCentral Multi-Site Caller ID Display Enhancement Request)
For a multi-site account, please implement a way to have the RingCentral site caller ID number display on the first line and the caller's caller ID display on the second line, instead of the site caller ID and caller's ID displaying on one line.
If possible, have the caller's phone number display on the third line.3 votes -
Ability to set different greeting each day in the call queue
Ability to set different greeting each day in the call queue
11 votes -
Clarification of Call Queue After-Hours Schedule Configuration
Summary:
Improve clarity in the Service Web UI regarding how after-hours schedules are configured for Call Queues.Current Behavior:
In the Service Web, the label states:
“Schedule: These settings will apply during after hours. Edit schedule”This creates confusion because:
The phrase suggests that users can directly configure an after-hours schedule.
However, the “Edit schedule” option actually modifies the business hours only.
After-hours are implicitly defined as any time outside the configured business hours.Problem:
Customers often misunderstand this behavior and assume:There is a separate after-hours schedule configuration.
They can directly customize after-hours timing independently.This leads to:
Misconfiguration…
2 votes -
Allow the users (non-admins) the ability to edit the announcents of announcement only extensions
Much like how "Call Queues" work, I want the manager to edit the settings of announcement only extensions as much as they please. Our workaround is giving the users the username and passwords for these extensions, but it would be much easier if the user could edit things from their profiles (i.e. preventing the need for the user to log out of their account and log into the announcement only extension).
5 votes -
Extend Callback Request Window for Call Queues
Summary:
Requesting an enhancement to increase the time window for callers to press “1” to request a callback, or to allow callback requests at any point while the caller is waiting in the queue.Current Behavior:
The callback option is only available during a limited prompt window. Based on the RingCentral support article, callers must press “1” within five seconds of the callback prompt.If the caller presses “1” outside of this window, the system interprets the input as an extension instead of a callback request. If Extension 1 does not exist in the customer’s phone system, the caller receives…
3 votes -
Separate Busy From Unavailable In Call Queues
Currently setting 'When all members click ‘Ignore call’, or are busy or unavailable' on a call queue lumps busy and unavailable together. Some customers would like to have a separate use case for either scenario.
Example:
All members busy - continue to wait in queue until maximum wait timer expires
No members available (logged in/accepting calls for that queue) - route to an alternative extension as a 'No Agents Available' treeIdeally this is separated into two separate entities as per attached image; one for all members click ignore call or are busy, and one for all members are unavailable…
2 votes -
Display The Complete Caller Phone Number in Call Queue When Using Caller Name/ID
When a Call Queue is configured to display Caller Name and/or Caller ID, the RingCentral app does not clearly show the caller’s phone number during an active queued call. Instead, the display prioritizes the caller name, which makes it difficult or impossible for agents to see the actual calling number.
Ideally, the phone number should always be displayed alongside the caller name, similar to how direct inbound calls behave. This is especially important for:Verifying repeat callers
Identifying spam or known numbers
Supporting call handling workflows that rely on phone number visibility
As a comparison, direct inbound calls to a…
3 votes -
Play Announcement When Maximum Wait Time for a Call Is Reached in Call Queue
Add an option to play an announcement when the 'When maximum wait time is reached, send caller to' criteria is reached for a call in Call Queue. This would provide users with an option for receiving notification of missed calls, as forwarding calls to an announcement-only extension does not currently support missed call notifications.
1 vote -
Respect "Forward All Calls" Settings for Call Queue Members
Currently, when an inbound call is routed through a call queue, the system skips any queue member who has enabled the Forward All Calls (FAC) feature, immediately offering the call to the next available agent.
This request is to modify that behavior so that queue calls respect individual member routing rules. If a member has "Forward All Calls" active, the queue should route the call to that member's designated forwarding destination rather than bypassing them.
1 vote -
update the max wait time to have 45 secs
Option to add 45 secs, more increment option or have custom field for call queue max wait time.
1 vote
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