290 results found
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When each CQ member's direct number is dialed, it should be able to forward the call to the same CQ.
We have 3 extensions for the Site Ext. 6000. Those 3 are a member of the CQ Ext. 6080. We wanted when each member's direct number is dialed, it should forward the calls to the same CQ Ext. 6080.
1 vote -
Ability to specify where Voicemails are left when VM is enabled in both Call Queue settings and MS Teams settings.
Ability to specify where Voicemails are left when VM is enabled in both Call Queue settings and MS Teams settings.
Use case:
-User has MS Teams enabled on their extension.
-User has Voicemail enabled in MS teams setting.
-User is a part of a Call Queue.
-Call Queue has setting if a voicemail is left, it will be left in the Call Queue extension and not in MS Teams.-Currently, when an inbound call queue call is not answered and goes to voicemail, the voicemail is being left on the MS Teams side and not the Call Queue extension.
Customer…
2 votes -
call queue automatically update work hours
The option to have a call queue stay in sync with changes to the work hours of a site. Currently only creating a new call queue will copy over the current site work hours but changes to the site work hours don't reflect in the queue. This results in us having to go into every single queue to change hours. It would be much easier if we could just change the work hours in the site and have those changes reflected in the queues.
2 votes -
Whisper to call queue
The client wanted to have a whisper feature on call queues. This whisper can tell the employees the details of the incoming call example what issue or from what IVR option.
3 votes -
Ability to identify existing customer
Customer wants to know if their callers are existing customers or new customers on the incoming call information.
3 votes -
Enable to add Email addresses as permitted to send faxes for a Call Queue
Would like to be able to add emails as 'Email addresses permitted to send faxes' for call queues as you can for individual RC user accounts(see screenshot).
2 votes -
Call Queues Call Handling & Members Rejection of incoming call
Call Queues Call Handling & Members - Access to let a member of the Queues to Reject incoming call and incoming call will be rejected to all the members for the Group call Queues.
2 votes -
Enable Admin Portal to view and change users ability to "Accept Queue Calls"
Users can enable/disable the ability to accept queue calls. It would be beneficial for this to be visible and adjustable from the global admin portal. Verification and force on/off from an admin would be beneficial for turnover and queue management
5 votes -
ability to get detailed call logs for multiple user that is using only one extension
ability to get detailed call logs for multiple user that is using only one extension
1 vote -
Allow deskphone without a number as ringer to call queue
We need a feature that allows the use of deskphone without a number as ringer only. The deskphone must be added to call queue.
1 vote -
Native setting to have call queue overflow with two level in "When maximum waiting time is reached, send caller to" setting
Be able to set a two level call queue overflow natively in the "Call Handling & Members" settings.
Currently we can only set one extension in "When maximum waiting time is reached, send caller to" setting.
It can be good to have a second option "When maximum waiting time is reached, send caller to" to have a two level call queue overflow.Like that if the first call queue don't answer after a period of time then go to overflow extension 1 and if this extension 1 don't answer also after a period of time then go to the second…
2 votes -
Show Initial caller' Phone number for transfered calls from user to Call queue
Show Initial caller' Phone number for transfered calls from user to Call queue
3 votes -
Call Queue - If the members of the CQ is on DND they want the call to be transferred direclty to a other call queue
If the members of the CQ is on DND they want the call to be transferred direclty to the call queue
4 votes -
The ability to send an SMS message message to a call queue that does not have a direct number assigned.
The ability to send an SMS message message to a call queue that does not have a direct number assigned. Currently you are able to send an SMS message to a call queue that does not have a direct number through the mobile app. This function does not exist in the desktop RC app. Customer would like this functionality added on the desktop RC app.
1 vote -
Connect one company to another to see agent availability status
We have a partner externally and wanted to see the call queue availability status to be able to transfer a call to any available agent.
1 vote -
Call Logs
I would like to know the details of call queues/call monitoring group / forwarded number details etc in the call logs.
Here is a scenario which is not clear from the logs.
I have add another extentions of my colleqeue to my answered call, also I have been added in some call monitoring groups I am a part of call answering queue as well.
It is not possible from the logs to see which rule as precedence over the other rule.
Please see the snapshot below the logs are having limited information and the same is not clear.
However in…
1 vote -
IVR keypress to show on the display screen of the recipient
IVR keypress that the user selected to show on the display screen of the user receiving call, since customer is only directing all call to 1 dl but would love to see aleast the general idea of what their clients are calling in
4 votes -
Call Queue should show the phone number of the NEXT caller waiting in the QUEUE
We have a client who recently switched from Comcast Business Voice Edge to RingCentral, we are helping them with the deployment. They had Polycom VVX 450 phones before, and they have Yealink T46S phones now. The feature they had before, that they are looking for parity on is with regards to the call queue. With Comcast, they were able to see the phone number of the NEXT caller waiting in the queue, and are wondering if it is something RingCentral could implement.
2 votes -
2 votes
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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.
5 votes
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