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370 results found

  1. We have many departments that have more than one message they want to play while a caller is on hold. I think having the option to add more than one Interrupt Prompt would be very useful to those departments that have multiple messages they would like to give callers.

    2 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  2. Finding that customers are still looking for a way to manually override a time schedule from the phone. It would be nice to add an option to the call queue that would allow an admin to set a dialable code to set a queue into night service. Businesses dont always go home at 5pm every day. Some may choose to go home at 4:45 today but may quit at 5:35 tomorrow. Worse case may add an option on the mobile app to easily put a queue into night service by the queue superviser

    10 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  3. Currently if a group is set to ring all members at once and someone else answers it will show as a missed call for everyone else who didn't answer. It would be nice if the system knew the call had been answered and didn't show as a missed call.

    475 votes
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  4. It would be beneficial to expand on options for incoming calls to Call Queues and Ring Groups. Having the ability to choose between simultaneous and fixed orders are good. But could we get options for circular? This would be where if Person 1 and Person 2 do not answer, then Person 3 does, then the next call, would start with Person 3, then Person, 4, Person 1, Person 2. This would be helpful for queues/groups that require quick answering.Having an option for Uniform would be helpful as well. If Person 2 answers the call, then they should automatically be on…

    9 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  5. Would be great to get more roles on giving access to Call Queues options.Actually, only 3 (Messages / Full Access / Member management).Call History is only available for the Full Access role, giving also Configuration access.A new role, for "Messages + CQ Call Logs" might be interesting. This would secure the CQ of any change.

    3 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  6. It would be great to get the possibility to check call log of CQ you are member of, directly in the webapp, instead of opening a Chrome tab.

    3 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  7. Our supporter care team needs to schedule our French Queue in a way that an agent is available for the queue every other week.Using Custom Rules does not work for that purpose. The closest option is to add a Custom Rule that sets this agent's extension has the receiver of all calls to this queue. However this means that all voicemail will be in this extension's voicemail, not the Queue's voicemail. Therefore the message are not available to next week's agent or to the manager.Sending the voicemail through email is not an option because of the huge amount of data…

    3 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  8. Please check if it is possible to add a feature wherein if the caller that is added on personal contact dialed the call queue number, the call queue member will see the details based on the display setting on the call queue and not the details on personal contact.

    2 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  9. getting calls from call cue. when i hit ignore, the call goes away but comes right back after a few seconds if someone else in the cue does not pick up. need to find a way to make the "ignore" permanent. it is very frustrating to be on a call or in person with a client and the phone just doesn't stop ringing. It is extremely unprofessional in appearance.

    18 votes
    Under Review  ·  4 comments  ·  Call Queues  ·  Admin →
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  10. Customer is asking to have an option on their users' phone to select 0 and gets routed to main call queueThis is for users who do not have an active call.

    2 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  11. It would be nice to be able to filter with more options the Call Queues Call Log.I.E : Only missed calls, which is not possible actually.

    2 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  12. Some agents are annoyed by the call quality survey after each call. Having the ability for them to disabled it would be nice.

    40 votes
    8 comments  ·  Call Queues  ·  Admin →
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  13. Add more options like Not wait or Voicemail ...When members are available, but no members answer or all members are busy or unavailable .

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  14. Bring call queue management into the app. It's frustrating to move back and forth between the app and the web page, especially on a mobile device. calling from the web page does not work, nor does listening to the voicemail.

    19 votes
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  15. Turn off queue automatically if agent is inactive on computer for x amount of time.

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  16. customer had 3 phone liness before switching to Ring. Fourth caller got a telco busy-we want to replicate

    1 vote
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  17. After the maximum wait time is reached, I would like to be able to send a call in the call queue to an IVR rather than the voicemail of that queue.Right now, the only option that I have is to send the call to voicemail.

    10 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. Feature Request: Extend the Shared Voicemail Co-Recipient core functionality created for "Users" to Call Queues and Message Only ExtensionsUse Case:The customer has a team of people that are a part of the after-hours/on-call support team. Members of this team are in multiple "after-hours" call Queues. This team is also responsible for processing voicemails left in multiple Message-Only Extension. The On-Call resources need to be able to process Call Queue voicemail as well as the Message-Only Extension voicemail. It is important that the users understand where the voicemail originated from with appropriate labeling for each Call Queue or Message-Only Extension. Bonus…

    3 votes
    Implemented  ·  0 comments  ·  Call Queues  ·  Admin →
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  19. We'd like the option that if no reps are available to take a customer call, that the user simply be told that no reps are currently available and to try again later. Currently, that message is ONLY available if the queue (min 5 callers) is full. We need the ability to have this message if literally no one is available regardless if they are the only customer in the queue.

    52 votes
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  20. Adding this function would save an immense amount of time when a new agent is added to the system. At the moment, when I add a new user, I have to manually go in to each queue and add the new user via the Call Handling & Members sub-menu. We have over 80 queues (and counting) and this is extremely time consuming, especially if I have more than one agent starting at any given time, which is going to be taking place in the near future.

    21 votes
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