448 results found
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Call queue logs visibility for unavailable call queue members
The call logs of the call queue group should be visible for unavailable members(in the RC app), also, not just for available members on the queue.
2 votes -
Group > Call Queues > Overflow Group - Ring Simultaneously
Group > Call Queues > Overflow Group - Ring Simultaneously. When I configure this, I just get two options Longest Idle and order.
Reason we find this extremely handy is we can put our admin/receptionist(s) in the first group and then overflow to the rest of the office if they cannot get the call. Improved call flow rather than just ringing everyones PC/Phones/Mobile on every call.
Thank You
26 votes -
Incoming Call Information | Display Settings
To have an option in the RingCentral System wherein 3 information will appear if the call is coming from call queue.
-Call Queue Name.
-Caller ID Name.
-Caller ID Number2 votes -
Call Queue - Answer in Priority
The ability to answer the primary call queue or pick a call queue to answer when a member is part of multiple call queues. The current call queue pick-up feature has an alert timer that can't be set to 0, so this does not resolve the requested feature. A primary call queue should always be the first that the user can answer by default.
2 votes -
Call Queue Pick Up members ability to turn off ringing
The customer would like to have an option to turn off the ringing of Call Queue Pick Up members' devices for incoming calls and instead just show a flashing light on their devices if there's an incoming call on the call queue that they are monitoring.
4 votes -
advance call queue
Customer must have an option where the customer can enter the phone number and requested for a call back when representative is available.
-must include:
Position In Queue: Callers know their exact spot.
Estimated Wait Time: Callers get clear expectations.
Callback: Customers can opt for a callback without losing their place.3 votes -
Allow call queue managers to modify managers in the queue
Call Queue – Allow Standard Users assigned as call queue managers to add or remove other managers within the queue.
5 votes -
Give the user the ability to turn off call queue for each queue when in multiple call queues.
We have users that belong to multiple call queues. There is only one option to turn off the ability to receive calls from a call queue. It kills all calls to all the queues instead of giving a choice. We would like the user to be able to turn off each call queue when not needed.
3 votes -
A call queue permission level that grants users access to view analytics reports for specific call queues while preventing any modifications
A call queue permission level that grants users access to view analytics reports for specific call queues while preventing any modifications to the queue settings.
2 votes -
Create a Do Not Call Application or DNC for RingEX
Create an RingCentral Do Not Call (DNC) Application for RingEX (Call Queue agents) or at least create the app in RingCX to be consumed by RingEX. Customer is a very large insurance company with 40,000 users plus their non-RingCentral Contact Center.
2 votes -
When a call is received in a simultaneous queue, if a user presses "Reject," the call is re-called 5 seconds later. This happens every time
When a call is received in a simultaneous queue, if a user presses "Reject," the call is re-called 5 seconds later. This happens every time they press "Reject."
The solutions offered by Tech Support are not suitable.
2 votes -
Call Queue Wait Settings - wait time
several customers are asking to have a longer wait time on queues.
currently the max wait time that can be configured is 15 min, ideally having more options 20 , 30,45,60 min47 votes -
Synchronize Queue Distribution Changes Across Custom Rules with callHandlingAction = AgentQueue
Description of the Idea:
When modifying a Call Queue’s distribution method (e.g., Round-Robin, Simultaneous, etc.), custom call handling rules that use callHandlingAction = AgentQueue are not updated accordingly. This leads to operational inconsistencies and requires manual updates to each rule individually, which is error-prone and time-consuming.Suggested Improvement:
Introduce automatic synchronization between a queue’s main distribution settings and all custom rules that use that queue via callHandlingAction = AgentQueue.This could be implemented in one of two ways:
- Add a new boolean attribute, e.g. syncqueuedistribution, in the PUT /business-hours-rule request. When true, all relevant rules will inherit the…
4 votes -
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…10 votes -
Hold music
The customer has expressed a desire for a dynamic hold music experience, requesting that the audio selection changes each time a caller is placed on hold during their interaction with the company's phone system.
1 vote -
can you do automatic pick up on call queues for one specific number?
can you do automatic pick up on call queues for one specific number?
2 votes -
Ring Call Queue Members in Sequence
Call # 1 should ring to # 1
Call # 2 should ring to # 2Right now, if I do Fixed order. It rings to #1 , she answers, completes her call then the next call ring to her again, she answers then the next ect.
When the next call comes in, weather it is answered by Member#1 or not, next call should go to Member #2.
2 votes -
Queue calls and forwarding
When an individual forwards their extension to another extension or somewhere, and that individual is a member of one or more call queues, this causes calls incoming to a queue to follow that individual's forwarding settings instead of ringing to the whole queue group as expected.
We need the ability to prevent an individuals' forwarding settings from effecting the queues that they are a member of and preventing call from breaking queue call handling.
3 votes -
Ring call queue phones after-hours
When applying a schedule to a call queue, the only after-hours options are Play announcement, Send to Voicemail, Forward to external number, and Forward to extension. There is no option to ring phones. If we still want phones to ring, but need an after-hours queue greeting or voicemail greeting, we can't use the schedule for the call queue. We either have to use IVR to route to two different groups or set the schedule to 24 hours and use a custom call handling rule for after-hours.
1 vote -
Outbound Call Prefix For Select Extensions
For Admins to be able to have an option to turn on outbound call prefix not just account wide, but just for certain phones if they want to.
1 vote
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