437 results found
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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 -
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 -
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 -
Allow Infinite Call Looping in Call Queue
Background:
The account is currently set to loop calls between two call queues.
They wanted a feature in which call looping continues indefinitely until someone answers the call.
Currently, it only allows the call queue to loop twice then the call disconnects and got the error "we're facing a technical problem, please try again later."23 votes -
Accessing AI Transcripts for Queue Calls
Allow access/administrative rights to AI transcribed Queue calls via Service Web (Call Queue Management/admin portal)
3 votes -
Physical phone accept queue calls status
I would like to see a button similar to Cisco's Hlog button on physical phones. This would allow the user to change their status for queue calls from the physical phone instead of forcing them to log in to the application to do so. Possibly with a status light on the button to indicate if they are logged in or not.
7 votes -
DND on Hot Desk phones should reflect in the call queue status of the person logged in
When users are logged in to the Hot Desk phones and then set it to DND, the status of the user in the call queue does not change. It only changes when the phone is assigned to the user directly. It does not synchronize with the user's status as the hot desk phone is not directly associated with the extension. The RingCentral System should be able to allow the hot desk phones to synchronize with the user's status in the call queue for them to not have to log in to the application or web portal every time they need…
4 votes -
Unavailable codes for Ringcentral Call queues - similar to Unavailable codes in CXOne.
Create unavailable codes for users participating in Call Queues, that allows administrators to monitor time spent on each unavailable code.
Codes such as Lunch, Meeting, Special Project, or even custom codes for specific team use would be very useful and can allow administrators or team leads to filter these in the Analytics. This would be on par functionality with the Ringcentral Contact Center feature.
1 vote -
Only ring call queue members
If a call comes in to the call queue, it follows the Ring Settings of the members.
If the member has another user assigned to their Ring Setting, the call will also be routed to the other extension.There should be an option to only ring the call queue member's phone when receiving calls from a call queue.
1 vote
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