172 results found
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Call queue caller call back feature
In order to reduce missed calls in call queues, an option for clients to push '1' for a callback but keep their place in line is needed.
59 votes -
Option to have Call Que Ring Softphone but Not Mobile
Many of our call que members cover inbound company calls in which it's not their primary company function on their softphones but uninstall the mobile app because it rings both, so this feature would allow them to cover call ques and still receive peer to peer calls or direct calls when moving around in the company
7 votes -
Feature to disable Beeping for Call Waiting in queues
We have call queues set up and when a call is waiting in a queue to speak with an employee, if that employee is logged into the queue but happens to be on a call, both parties on that call hear beeps.Our employees do not use physical phones. They either use the desktop or mobile app.I spent over 90 minutes chatting with RC support yesterday and setting up new extensions, removing call monitoring, removing and reinstalling the desktop and phone apps, etc. Just a whirlwind of "let's try this to see if it works", all the while there is no…
43 votes -
Change multiple extensions at one time in queue
Currently to adjust who gets calls first you can only move one extension to the bottom at a time. Allow multiple extensions to be selected and dragged at the same time. Good for when your call center is in zones and moving zones all at once instead of individuals.
7 votes -
Call Queue Position
Call Queue Position when customer is waiting, it should say there are 2 callers ahead or 1 or 5 callers ahead.
36 votes -
In Call Queue Press 1 to Leave a Voicemail
Callers wishing to leave a message rather than wait on hold would improve the customer service level. This is a global request and expectation.
24 votes -
Call Queue estimated wait time feature
verbatim: We want to 'announce' the estimated wait time to queue callers and potentially give them an option to leave a voicemail or continue to wait.
10 votes -
Show line in use when answering Queue Calls
Right now, when we answer a queue call, our presence doesn't change and looks like we're available. It's important to show when we're on a call weather it be a Queue Call or not.
5 votes -
Turning off announcement for RollOver queue
We would like to be able to have the option to bypass the announcement for the rollover queue extension. The queue that is being used as the rollover, is a regular queue, and it should have the announcement, however, when the roll over is activated from the main queue the announcement for the second queue is played when the rollover occurs.
6 votes -
Call Screening option directly under Call Queue
We wanted to have an option of Call Screening under their Call Queue directly not just under user extension.
3 votes -
Add ability of the new Group Voice Mail capability to include Call Queues
Customer is using the new Group voicemail capability but it is currently only available on the user level. Customer has asked that this capability be added to call queues so that multiple users can be co-recipients to the voicemail of the queue.
13 votes -
Allow designating unanswered call queue calls to roll over to a backup call queue.
For individual users we already have the functionality to disable voicemail and instead redirect unanswered calls to a designated call queue. However, we do not have the option to set this same option for call queues/groups.This would be a useful setting to balance call load when one of our queues fills by redirecting additional calls to another queue.
5 votes -
Extended waiting time while in queue
Extended waiting time while in queue
15 votes -
Disconnect call queue call when no call queue member is available
In the Call Queue Wait Settings, there is a setting called "When members are available, but no members answer or all members are busy or unavailable" with a drop down, but the only option in the drop-down is to wait (then there is a subsequent option whether to wait for primary members or primary & overflow members).Today we had a fire drill, so all of the call queue members went offline, but callers just stayed in the queue until they hit their maximum caller wait time and got disconnected. This is a poor user experience. We would prefer to have…
11 votes -
Disable accept queue call slide bar on some agents
customer just wants to disable accept call queue slide bar on a user by user basis.
15 votes -
Allow call queue extensions to sign in to app
Having the ability to sign in to the app as a call queue extension would be beneficial to those of us that have a call queue assigned as the Operator Extension and receive text messages to that call queue extension. In our case, we have all text messages sent to our main number directed to a call queue that alerts our help desk to the message. Previously, someone could use the (now legacy) RC Phone app to sign in as the call queue extension and access the messages to either respond or delete them; it was also the only way…
7 votes -
add template for call queues
customer would like a template added so they can adjust call queue settings, like hold music, instead of having to go under each queue and change them.
7 votes -
Ability for a call queue manager to see all the recorded phone calls of the users they manage on all the call queue's they are set to manage
Currently call queue manager's have the option to toggle from one queue to another to access the call logs to listen to recorded calls but what the cust wants is for the call queue managers to see all the call logs of all the call queues they manage all at once.
7 votes -
Put Call Queue voicemail into User Voicemail Menu if a Member
Right now a user has their own Voicemail menu option to click to listen/manage to their voicemail. If a user is part of a Queue, they have to log out of their own account, then log in with the Queue account to see and manage those voicemails. Or they have to dial in on a phone. This is not very helpful at all as voicemails can quickly grow, and the staff have to keep flipping around in logins. It would be far more efficient if, when any person is made part of a Queue, they have direct access to the…
6 votes -
Priority option for queues.
I would like to see the ability to set priorities for queues. For example, those calling for new orders/sales, that queue gets answered in front of those in queue checking the status of their order. I can see this being beneficial for a lot of companies. Those calling to order a tow truck for the first time, needs to be answered before someone checking the status of where the tow truck is, for example. On top of that, it would be even more awesome if internal calls/transfers were a priority as well. I know this is probably a feature of…
12 votes
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