338 results found
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Real-time Email/SMS Notifications for Call Queue Booster Callback Requests
Currently, the Call Queue Booster allows customers to request a callback, but staff are only notified via a visual asterisk on physical desk phones when an agent becomes available. There is no real-time email or SMS alert sent at the moment the callback is requested.
Support teams who are mobile or not sitting at a desk cannot track pending callbacks. This leads to missed customer follow-ups and a lack of a "paper trail" for prioritizing urgent requests.
Add a toggle in the "Voicemail & Notifications" section of Call Queues to "Notify via Email when a Callback is requested."
23 votes -
Call Queue Display Settings
To have the ability to apply a specific Display Settings for a single or multiple user extensions.
13 votes -
increase maximum wait time in queue to 30 minutes
I want to maximize my time frame from 15 minutes to 30 minutes on call wait time. This is to minimize the abandonment of calls moving forward.
22 votes -
When cold transferring the call to Call Queue, show caller ID of original caller, not person who forwarded the call
When our receptionists takes a call and cold transfer it to call queue, the call shows up on the team members phone as coming from the receptionist, not the original caller. Would be easier for our team if it showed the Caller ID of the original caller.
72 votes -
Enable searching within any part of the field when searching for delegated lines. Currently, it only searches based on the first word
Enable searching within any part of the field when searching for delegated lines. Currently, it only searches based on the first word of the Delegated Line
28 votes -
Email Notification When Someone Sent a Message to Call queue Even We Have Shared Inbox
It would be extremely helpful for our operations if we could continue receiving email notifications whenever a message is sent to a call queue, even when the Shared Inbox feature is enabled. While the Shared Inbox is a valuable tool for managing conversations within the platform, our team primarily relies on email notifications to stay updated and respond promptly to incoming messages.
Since a significant portion of our workflow is centered around monitoring emails, having visibility through email alerts ensures that no messages are missed, especially during busy periods or when team members are not actively logged into the Shared…
9 votes -
Missed Call behavior in Call Queues using Simultaneous Ring
Hello! We would like to submit a feature request regarding the Missed Call behavior in Call Queues using Simultaneous Ring.
Currently, when a call comes into a Call Queue, all agents receive the call at the same time. If one agent answers the call, the system automatically stops ringing for the others. However, for the agents who did not answer, the call appears as a "Missed Call" in the RingCentral App, even though the call was actually answered by another agent in the same queue, this is creating daily operational confusion for our team. Agents cannot determine if the call…
9 votes -
Give option to turn off notifications for adding members to a call queue.
When adding members to a call queue users receive an email that they've been added to a call queue. During the build process we would like to avoid users getting any notifications about being added to call queues or groups. If you could make this similar to when adding users to not send out an activation/notification email this would solve this issue. The problem is users who are not active are receiving an email that they've been added to a call queue. This leads to confusion and can cause the user to setup their own RingCentral account which will lead…
12 votes -
Having an option to display the source call queue
When a call initially comes into a call queue group and is not answered, it may be forwarded to another call queue group based on the configured call handling rules. In these situations, we would like the receiving queue to be able to identify which call queue group the call originally came from.
At the moment, the display information does not indicate the originating call queue when the call is forwarded between queues. Having an option to display the source call queue would help users understand the call flow and respond more efficiently.
We hope that additional display options can…
6 votes -
Feature Request: Dynamic Call Whisper / Greeting Based on Dialed Number
We currently use multiple phone numbers for different functions and marketing channels (e.g., Google Ads, website, mails, acquisition, disposition, buyer inquiries, etc.).
We would like the ability to automatically trigger a unique call whisper or greeting based on the number the caller dialed. For example:
Calls to our Google Ads number → “Google Ads lead”
Calls to our direct mail number → “Direct mail lead”
Calls to our website number → “Website inquiry”Ideally, this would be a call whisper (heard only by the receiver before connecting) rather than a message played to the caller.
This feature would allow our…
7 votes -
ability to call a call queue across federated account
option to call a call queue extension across a federated account by dialing the call queue extension.
right now only option is for Extension-to-extension dialing between accounts6 votes -
Language selection for the Position in Queue and Wait time
Currently, the messaging on the position in queue and wait time is in English. Can I request a messaging to be in French for all French speakers in Canada and the rest of the world?
25 votes -
Analytics reporting for "Press 1" Callback selections in Call Queues.
Enable visibility in Analytics to track how many callers choose the callback option. Goal: Currently, it is difficult to measure how many users are utilizing the "Press 1" callback feature versus staying on the line. Adding this to the reports would help in analyzing queue performance and staffing needs.
7 votes -
To be able to add an external number in the call queue
We would like to add external numbers as members of a call queue group and be able to set them up as longest idle or in fixed order settings
12 votes -
See who answered the call queue call
When warm transferring a call to a call queue and a member of that queue answers the call, display the name of the member who answered the call.
Currently, it shows the call queue name the whole time. Our receptionists are used to our previous phone system where it switched over from call queue name to user's name who answered the call.
It would be more efficient (save 5-10 seconds per call and our receptionists transfer over 500 calls per day).
11 votes -
Export Call Queue Tree
Ability to have an option to export or download the call queue tree set up like IVR.
4 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 -
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 -
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
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