531 results found
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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."27 votes -
Additional option for call queue waiting time to let the call route to 3rd party number
Additional settings/key press/option to let the call route to either voicemail or 3rd party number instead of waiting for the maximum caller and number of callers in the queue to reach.
8 votes -
Synchronize Queue Distribution Changes Across Custom Rules with callHandlingAction = AgentQueue
Description of the Idea:
When modifying a Call Queue’s distribution method (e.g., Round-Robin, Simultaneous, etc.), custom call handling rules that use callHandlingAction = AgentQueue are not updated accordingly. This leads to operational inconsistencies and requires manual updates to each rule individually, which is error-prone and time-consuming.Suggested Improvement:
Introduce automatic synchronization between a queue’s main distribution settings and all custom rules that use that queue via callHandlingAction = AgentQueue.This could be implemented in one of two ways:
- Add a new boolean attribute, e.g. syncqueuedistribution, in the PUT /business-hours-rule request. When true, all relevant rules will inherit the…
4 votes -
Allow # Sign Command for Direct Voicemail Routing on Call Queues.
Current Feature Description:
Currently, when dialing an extension, pressing the # key routes the call directly to that extension's voicemail. However, this command does not apply to Call Queues.Feature Request Description:
Request to modify the current system behavior to allow the # sign command to route calls directly to the voicemail of the individual users within a Call Queue when dialed.Use Case / Business Need:
In many instances, users in a Call Queue might prefer that calls routed to the queue can be directed to the voicemail of specific users within the queue using the # key. This…10 votes -
can you do automatic pick up on call queues for one specific number?
can you do automatic pick up on call queues for one specific number?
2 votes -
Configurable call queue Ring Settings per call queue member
When the call goes to the call queue, it rings to the first person and continues to ring to the first person, but then has the second person also get the call after two rings, and then it continues to ring to the first and second person, but has the third person start getting called after four rings, and so on and so forth. So, it doesn't end the ringing for the 1st person when it moves to the 2nd, it just continues to add more people into the ringing.
5 votes -
Ring Call Queue Members in Sequence
Call # 1 should ring to # 1
Call # 2 should ring to # 2Right now, if I do Fixed order. It rings to #1 , she answers, completes her call then the next call ring to her again, she answers then the next ect.
When the next call comes in, weather it is answered by Member#1 or not, next call should go to Member #2.
2 votes -
Queue calls and forwarding
When an individual forwards their extension to another extension or somewhere, and that individual is a member of one or more call queues, this causes calls incoming to a queue to follow that individual's forwarding settings instead of ringing to the whole queue group as expected.
We need the ability to prevent an individuals' forwarding settings from effecting the queues that they are a member of and preventing call from breaking queue call handling.
3 votes -
Ring call queue phones after-hours
When applying a schedule to a call queue, the only after-hours options are Play announcement, Send to Voicemail, Forward to external number, and Forward to extension. There is no option to ring phones. If we still want phones to ring, but need an after-hours queue greeting or voicemail greeting, we can't use the schedule for the call queue. We either have to use IVR to route to two different groups or set the schedule to 24 hours and use a custom call handling rule for after-hours.
1 vote -
The recent update causing voicemails to route into other call-queue voicemail boxes is extremely confusing
Calls that were forwarded from a user extension to a call queue and routed directly to voicemail should be saved to the call queue voicemail rather than the user’s extension voicemail.
1 vote -
call queue ext fwd to ext in same queue disables the queue. disable ability to fwd.
RC case 29983844 - - - Ambulance dispatch call center call queue was wiped out by one member of the queue forwarding their extension to another member of the queue.
Disable the ability for call queue extensions to be forwarded to each other.
1 vote -
Option to take no Voicemail for a user
The ability to just hang up a call instead of it going to a voicemail. Disable Voicemail all together. For a user and for Call Queues,
8 votes -
give notification when deleting a user stating which queues they are a member of
Provide notification if deleting a user account that is the only member of a queue. This is so it doesn't leave potentially active queues without any primary members.
1 vote -
Accessing AI Transcripts for Queue Calls
Allow access/administrative rights to AI transcribed Queue calls via Service Web (Call Queue Management/admin portal)
3 votes -
Automatic Transfer from Yealink phone
The customer is requesting the Yealink T57w to have the ability to transfer the call automatically to a certain ext and to be able to transfer back the call to call queue.
1 vote -
Option to add External Number into the Call Queues (Group) as Primary Members
I would like to have the ability for an external number to ring alongside our group members in a call queue, either simultaneously or in sequence. I want the calls directed to the call queue to go to both group members and the external number, treating the external number as if it were one of the group members.
6 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.
7 votes -
DND on Hot Desk phones should reflect in the call queue status of the person logged in
When users are logged in to the Hot Desk phones and then set it to DND, the status of the user in the call queue does not change. It only changes when the phone is assigned to the user directly. It does not synchronize with the user's status as the hot desk phone is not directly associated with the extension. The RingCentral System should be able to allow the hot desk phones to synchronize with the user's status in the call queue for them to not have to log in to the application or web portal every time they need…
4 votes -
option that no longer requires us to change or edit the their IVR that are tied up with their newly created call queue.
Requesting a feature where all call queues thar are tied up to our existing IVR should be automatically updated once it has been replaced by a new call queue.
1 vote -
Reduce number of rings before trying to the next member
Phone is currently ringing 5-7 times before an agent can answer. What can we do to make sure to answer faster? I guess I want to go over a couple things.
There should be an option to set Number of rings before trying next member to 1-3 rings instead of by the default minimum rings of 10, to make sure the agents can answer calls quickly.
1 vote
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