172 results found
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Display user "accepting queue calls" status in the HUD.
Supervisors would like to see the "accept call queues" status of their employees in the HUD to prevent their employees from intentionally missing calls or forgetting to re-enable the toggle.
21 votes -
When a call comes into a queue and it is answered by one of the members, rather than showing 'missed calls' for other members, showing a...
...s 'Answered by:xx'. Currently, when a call comes into a queue and it is answered by one of the members, the rest of the team will have a 'missed call' notification. Especially when the ring type is simultaneous, this is very confusing and misleading for the rest of the team. The team will have no idea whether the call is answered or not, and if it is answered, then by whom. The customer; (UID:2822385064) requested a feature enhancement on call logs on RC APP. Where the queue members should be able to see whether the call is answered or not…
7 votes -
Ability for Queue managers to be notified when call is waiting
It would be beneficial for queue managers to receive a notification that there is a call waiting in the queue. A notification through the Avaya Cloud app or Office app would be great so that managers are aware that there is a call waiting and can take action quickly.
14 votes -
Call Queue Forwarding to and IVR menu
Allow forwarding of calls into a Call Queue to be forwarded to an IVR menu.
9 votes -
Callback in Queue Recorded Caller Message
During a callback in queue request, offer the caller the option to record a voice message that will be presented to the agent prior to launching the callback. Offer the agent an action to launch the callback while listening to the message or automatically launch when the message is finished.This is a feature available with Mitel today.
12 votes -
Feature to remove the press 1 option on call queue calls
End user is requesting to have an option to set the PLAY ANNOUNCEMENT for call queue calls to "NEVER" just like the option that we have when transferring the calls to external number.
22 votes -
Live notification via Webhooks of Individual Call Queue Member Status Change
Currently, the APIs only report when an Agent is "Accepting Queue Calls" or Not Accepting Queue Calls. Its an all or nothing situation.However, if I am a member of multiple queues and stop accepting queue calls for ONE of the THREE queues, I will get no notification.We would need to get the status for all 3. This impacts all our dashboards and real time presence widgets.
18 votes -
Dashboard for calls in queue
This would be extremely useful for members of our client care team. There are certain clients that we accept calls for immediately and for clients who are calling back in about an issue. Old company we used to have phones with had this feature so I am amazed that a top-tech company like RC doesn't have this feature.
7 votes -
Duplicate Queue / Copy Queue / Queue Templates
Option to "Copy All Attributes From" Option when creating a new queue. or "Dulicate Queue"or "Select Queue Template" All of the above would clone all queue details including members and custom rules, greeting and hold etc ... Example: I was creating 20 queues with 10 members from each queue. Each member / manager had to be added MANUALLY. - Greetings / schedually MANUALLY - Custom Rules MANUALLY- Call Routing / Work Hours / Wrap up etc .... MANUALLY All of the queues were essentially copies of the one prior with only minor changes to custom rules, and schedules. It should…
3 votes -
Remove access to turn off Queue calls
The agents can tur off queue calls and then they are out of the queue line. This access should be given to them. I know the queue manager can check who is turning off and on but still this access right can be created in settings and permissions.
7 votes -
Return to queue at will during wrap-up time
Our center is the Michigan Poison & Drug Information Center, a federally and state funded entity that handles and manages poisoning and toxicologic emergencies. We are requesting an important feature to optimize our efficiency, specifically the ability for our healthcare staff to return to the call queue at will whenever they need to during the prescribed wrap-up time, which currently is at 30 seconds. We would like to extend the wrap-up time to 2 minutes to allow the staff to document and chart in the electronic medical record, but at the same time have the ability to voluntarily re-enter the…
20 votes -
Call History for Simultaneous Call Queues
I would be a good update for the call history to reflect that a call has been answered by another user instead of showing a missed call in the call history. If the call was answered by another user in the call queue, then the call was not missed.
24 votes -
Routing missed calls in Queues, and custom rules
As a technician, I CONSTANTLY run into the complaint from customers that you cannot route missed calls to an IVR in a Call Queue. For example; a customer wants their 7 phones to ring, IF no one picks up, instead of going to voicemail, they want to route that missed call to an IVR. Creating a rule only allows you to call forward immediate. So it would be nice to be able to route MISSED CALLS in a call queue to an external transfer or internal transfer (IVR or user).It would also be nice, to have a custom rule that…
7 votes -
Report to see when someone is logging in/out of the call queue
Frankly I am surprised this does not already exist as this is an essential tool for any call center admin.
5 votes -
Add the ability to adjust when the timer starts for reporting a call in queue
Some customers such as medical facilities need to report SLA and heavily rely upon performance reports. They often need to use queue prompts and automatic call recording prompts on their call queues to inform clients calling to dial 911 if it is an emergency and that the call is being recorded. When a caller hangs up during the prompts playing this is reflected as an abandoned call and it is hard for the admins to know if that call actually rang any members' phones and should be counted towards their SLA. If analytics had the option to only start the…
3 votes -
A way to re-enter the queue before the after call wrap up time has finished.
Our staff appreciate a wrap up time after the call, but not all calls require the same amount of time. To be able to re-enter the queue at will would be useful.
17 votes -
Sort call queue members by name
this will cut down the time it requires to find/add users in a call queue.
12 votes -
Alert for Call Queue Voicemails in RingCentral App
An alert for Call Queue Voicemails in RingCentral App would be beneficial for users and help productivity. Perhaps something similar to the HUD that shows the queues that the employee is part of and access to listen to the message though RC App. Having the ability to track who listened to the message would be an added benefit.
14 votes -
Call Queue Pick up on Mobile app
Customer needs a feature for call queue pick on mobile app for both android and IOS devices. Customer said that they are most out of the office and using mobile app to answer calls
9 votes -
Call Queue status as a Banner similar to DND
Please add a feature where, like the status banner for DND, we also see a status banner for being off the call queue. Users do not remember to check their queue status after switching it off. While we can prevent people from getting off the queue, this is not desired and would be counter productive to our workflow. This was a feature of the original RC Phone and really needs to be added to the new RC App.
20 votes
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