267 results found
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Call queue user IDLE time increase from 15 mins to more
we want to adjust the auto timeout setting. right now users get kicked out of their queue when they are idle for 15 mins
1 vote -
Answered elsewhere
The ability to turn off the answered elsewhere feature so users can't see who answered the call.
3 votes -
Ability to Enter a Case ID
Problem Statement
Currently, call queue calls only display the call group and caller ID of the incoming call. This limits the ability of call handlers to quickly identify and address specific issues, particularly for complex or recurring cases.Proposed Solution
Implement a feature that prompts callers to enter a 5-digit numeric case ID during the call queue process. This case ID will then be displayed to the call handler who answers the call, providing additional context and facilitating efficient resolution of the issue.Expected Benefits
Faster Issue Resolution: Call handlers can quickly identify the nature of the issue and access…1 vote -
The capability to set all international numbers to be forwarded in to the voicemail without adding the country code manually in custom rule.
The capability to set all international numbers to be forwarded in to the voicemail without adding the every country code manually in custom rule.
2 votes -
Exporting Call Queue Manager's List
We want to be able to download or export the call queue manager's list so we can have visibility in one file and not need to check each one individually in the admin portal.
2 votes -
Call queue, Extend the call transition time after the initial user decline the call
Customer wants to Extend the call transition in call queue if the initial user decline the call before the call to move to the next user.
2 votes -
Ability to Forward Call Using a DSS Key Configured in Yealink T48U
The Yealink T48U phones has a DSS key configured to forward calls from call queue and calls on user's DID to call queue. Its efficient when call forwarding is setup on the phone instead of enabling it on every users extension or ask users to enable it using their access, when needed.
This feature should be available as it is practical and more convenient way on forwarding the calls either from call queue extension or on user's DID.1 vote -
TimeClock for Users in RingEX
Provide a TimeClock for Users in RingEX so managers can see how long a user has been logged into the phone system. Great to add for Live Reports and add within Business Analytics
1 vote -
Text-to-speech option for Voicemails for Call Queues
Text-to-speech option for Voicemails for Call Queues
1 vote -
Press 0 key and call routes directly to that call queue's specified Extension
What is Working;
If someone calls my direct number and presses "0" while in voicemail, they are automatically routed back to the site extension where I am currently a member.
Here is how we want the mapping set up:
Test Call Queue Ext. 123 - the "0" press in voicemail should route to the specied Call Queue Extension2 votes -
Queue member desk phone in DND
When a member within a queue (when the member has a deskphone) puts the phone in DND - it throws the queue off and all calls to the main number of the queue ring to a recording and then disconnects. This has happened twice within our organization. This SHOULD NOT happen. Any member with a deskphone should be allowed to put the device in DND without it affecting the ENTIRE queue status.
4 votes -
Place holder prompt in phone queue
When a customer calls in, we should have a prompt that allows the customer to leave their phone number to "hold" their place in the phone queue. When the customer is next in line the system calls them back to queue the call for a representative.
2 votes -
Interdigit timer
Customer request interdigit timer to be increased for inbound caller to have more time to enter DTMF in between numbers.
Currently the interdigit timer is 2 seconds. If the caller takes more that 2 seconds in between entering DTMF, the system routes the call.
For example: If a caller wants to press extension 1234 and if they take more than 2 seconds to enter the DTMF in between pressing 1 and 2, it will route the call to extension 1 because it took more than 2 seconds to enter the number 2.
1 vote -
Add another way to get out of the call queue
Add another way to get from the call queue and back out to an Extension or an IVR from there. Currently the only thing that can really happen is a caller leaves a VM or hangs up and doesn't leave a VM. But it would be nice to have another way OUT of the Queue, before getting directed to VM.
1 vote -
Ability to assign specific call queue members based on certain dates/times.
Ability to assign specific call queue members based on certain dates/times.
3 votes -
Add Rollover extension in IVR setting
When pressing an option to be directed to a certain department we have the option to select the extension the call will be routed. Please add a way to apply a second extension if the first extension does not pick up.
1 vote -
call will roll over from the extension and if no one answered, it will be routed to Call queue. And if that case happened, it should not be
As the call will roll over from the extension and if no one answered, it will be routed to Call queue. And if that case happened, it should not be showing as missed call on the analytics.
1 vote -
block callers from dialing other extensions while waiting on queue
I would like to request a feature that allows us to block callers to jump to other queues by selecting a number at an inopportune moment
1 vote -
Feature Request : Allow to loop calls from 2 call queues continuously
Feature Request : Allow to loop calls from 2 call queues continuously
Details : at the moment when the calls are set up to loop between 2 call queues when it reaches a certain amount of times routed on the same queue it announces a error message then disconnects the call instead of continuing to loop the call between the call queues
Current behavior : when callers loop back multiple times on a call queue it announces a error message then disconnects the call
Brand : BT Business
1 vote -
use the same number for user extension and call queue
Would like to have a user extension use the same/single number in a call queue. clients would like to call and text the same/single number
1 vote
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