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338 results found

  1. Call queue wait settings - to bypass the maximum caller wait time

    Call queue wait settings - to bypass the maximum caller wait time settings when caller want to just leave a voicemail

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  2. Redirect Queued Callers to the After-Hours Destination when Time of Queue Changes to After-Hours

    Scenario: Currently, callers in queue remain in queue after the call center closes at 5:00PM. Have an optional setting that allows for the callers that are queued to be sent to the after-hours destination instead of staying in queue when the queue switches to after-hours.

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  3. Ability to select what users can see as an outbound caller ID on their RingCentral application

    The customer has requested the addition of a new feature within the Caller ID restriction settings. They would like an option that can be toggled on or off, labeled "Allow call queue group as caller ID." When enabled, users added to a call queue group would be able to use the group’s caller ID number when making outbound calls. However, when this option is disabled, the customer wants to prevent users in the call queue group from using the group’s caller ID for outbound calls made through the RingCentral app.

    Alternatively, the customer is also looking for an option that…

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  4. Get alert when a call queue is empty or without any online person

    There should be a notification that a call is waiting when the call queue is empty or without any online person to be able to have call queue members available to receive the call and to monitor their status as well.

    8 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  5. Bypass call queue status by turning on and off the user extension status on the Ringcentral Ap

    Once the user turn off/on the call queue status on their extension, it will also turn off and on the status on the call queue via admin portal.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  6. Block notifications on Add Call Queues in Bulk

    When adding call queues in bulk, have a choice to not send template applied notifications to the Queue Managers being imported. Currently when queues are imported, anyone assigned as a Queue Manager is notified a template was applied. This produces a lot of emails to a client when a new system is being setup. The message when completing the import process only mentions the Super Admin and anyone else designated will be notified, not the Queue Managers.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  7. Notification for Returned Missed Calls

    Add an indication to show when a missed call from a queue has already been returned by a member. Currently, this information is not available, leading to multiple callbacks to the same customer by different queue members. This creates a significant issue for call tracking and negatively impacts the customer experience and satisfaction.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  8. Manage Ques back for individuals

    The manage ques that were on the desktop app is no longer there. I am a member of 3 ques and one I am in once a day for 30 minutes. If I choose to toggle so I dont accept que calls then that stops the other two that I am in all day. The capability of being able for each user to manage was the best. Our Admin people are not always able to monitor and change.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  9. Call Queue Voicemail Notification on the App for the co-recipient.

    I propose implementing a feature that would provide notifications for voicemails left in call queues, similar to the existing notifications for missed calls within the RC application. This enhancement would improve user awareness and responsiveness to incoming messages in queue-based communication systems.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  10. Outbound Caller ID Name on Call Queue

    Request: Use the call queue name as their outbound caller id

    10 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  11. Callback Queue Languages

    The callback queue recording is only available in English. This should be available in multiple languages to account for various language requirements. We have a need for a French version in RingCX.

    8 votes
    Future Consideration  ·  2 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  12. Annoucement for Callers position in Call Queue

    Can you create a call queue which has callers waiting and announces which number they are in the call queue before their call is answered.

    For example if 10 people are calling and waiting it announces what number they are on the call queue.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  13. Maximum caller wait time in queue > add 10-15 second increments (1 min 10 sec; 1 min 20 sec)

    Maximum caller wait time in queue > add 10-15 second increments (1 min 10 sec; 1 min 20 sec)

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  14. Geo Routing for Toll Free Number and local number

    Ability to have a custom rule for incoming call from a specific city to be forwarded to a different users or voicemail.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  15. ability to transfer the call to external number when no one is available on queue

    Customer wanted to have an ability where the calls will be redirected automatically to an external number when no one is available. Current behavior is the calls are still being routed to the queue even the extensions are not available

    4 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  16. Advanced Call Queue Reporting for Missed Calls

    The current call queue reporting system logs missed calls as individual entries, which can create confusion when multiple notifications for the same call appear. To enhance reporting accuracy and usability, we propose an Advanced Call Queue Reporting for Missed Calls feature.

    Proposed Enhancement:

    Missed Call Consolidation

    Instead of logging every missed call notification separately, the system should consolidate missed call attempts from the same caller within a single call session.

    Example: If a caller attempts to reach an agent multiple times within a defined time window, it should be recorded as one missed call entry instead of multiple.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  17. Displaying Caller ID Instead of Call Queue Name on Incoming Calls

    The customer wants to remove the call queue name when a user is receiving a call. They would like to display the caller ID or the number of the person calling instead of the call queue name.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  18. Call Queue Call forwarding to an External number with an option to have an alternate schedule

    Call Queue Call forwarding to an External number with an option to have an alternate schedule

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  19. Call Queue Custom Rule Templates

    Call Queue Custom Rule Templates

    Problem:

    Our current system lacks the ability to create and apply templates for custom call queue rules. This necessitates manual configuration for each call queue extension, a significant time investment considering we manage 340 call queues

    Current Behavior:

    Navigating through Phone System > Groups > Call Queue > Call Handling > Custom Rule.

    Manually setting up the desired call routing behavior for each individual call queue extension.

    Desired Behavior:

    We request the implementation of a system for creating and applying custom call queue rule templates. This would allow us to:

    Design a template with desired…

    14 votes
    2 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  20. Allow # Sign Command for Direct Voicemail Routing on Call Queues.

    Current Feature Description:
    Currently, when dialing an extension, pressing the # key routes the call directly to that extension's voicemail. However, this command does not apply to Call Queues.

    Feature Request Description:
    Request to modify the current system behavior to allow the # sign command to route calls directly to the voicemail of the individual users within a Call Queue when dialed.

    Use Case / Business Need:
    In many instances, users in a Call Queue might prefer that calls routed to the queue can be directed to the voicemail of specific users within the queue using the # key. This…

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
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