106 results found
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Return to queue at will during wrap-up time
Our center is the Michigan Poison & Drug Information Center, a federally and state funded entity that handles and manages poisoning and toxicologic emergencies. We are requesting an important feature to optimize our efficiency, specifically the ability for our healthcare staff to return to the call queue at will whenever they need to during the prescribed wrap-up time, which currently is at 30 seconds. We would like to extend the wrap-up time to 2 minutes to allow the staff to document and chart in the electronic medical record, but at the same time have the ability to voluntarily re-enter the…
20 votes -
Dynamic Call Queue Membership
Would like to be able to have call queues add/remove members based on dynamic rules. For example, if we have a call queue for our Recruiters, it'd be great to be able to have a rule with conditions such as: Account Enabled = trueDepartment = RecruitingTitle in "Recruiter 1","Recruiter 2"Title not in "Recruiting Manager"
4 votes -
call waiting longer than 15 min & customise the number of callers in a call queue
PLease can we request the following features 1. to be able to customise the numbers callers in a call queue. It is currently set to multiples of 5 callers only i.e. 5,10.15.20 etc . There are time when only 1-2 staff are taking calls & we do not want a minimum of 5 callers in the queue , in this case only 1-2 callers. When you have a minimum of 5 callers & only 1-2 staff taking calls the result is that callers can be waiting longer than 15 min the queue2. Because of the problems with point 1 we…
29 votes -
A way to re-enter the queue before the after call wrap up time has finished.
Our staff appreciate a wrap up time after the call, but not all calls require the same amount of time. To be able to re-enter the queue at will would be useful.
18 votes -
Alert for Call Queue Voicemails in RingCentral App
An alert for Call Queue Voicemails in RingCentral App would be beneficial for users and help productivity. Perhaps something similar to the HUD that shows the queues that the employee is part of and access to listen to the message though RC App. Having the ability to track who listened to the message would be an added benefit.
16 votes -
Add the ability to adjust when the timer starts for reporting a call in queue
Some customers such as medical facilities need to report SLA and heavily rely upon performance reports. They often need to use queue prompts and automatic call recording prompts on their call queues to inform clients calling to dial 911 if it is an emergency and that the call is being recorded. When a caller hangs up during the prompts playing this is reflected as an abandoned call and it is hard for the admins to know if that call actually rang any members' phones and should be counted towards their SLA. If analytics had the option to only start the…
3 votes -
Sort call queue members by name
this will cut down the time it requires to find/add users in a call queue.
13 votes -
Call Queue Members able to access CQ voicemail
We think it would be beneficial to streamline the way CQ members can listen to voicemail that comes in to the queue. I opened a chat and they said the only way is for the user to have admin privilege's but that would give them more access than we would like. They also suggested putting their e-mail in there so they receive it to e-mail, but then there would be no verification that it has been listened to/read already.
13 votes -
Call Queue status as a Banner similar to DND
Please add a feature where, like the status banner for DND, we also see a status banner for being off the call queue. Users do not remember to check their queue status after switching it off. While we can prevent people from getting off the queue, this is not desired and would be counter productive to our workflow. This was a feature of the original RC Phone and really needs to be added to the new RC App.
21 votes -
After Hours On-Call Rotation - Rotate Queue by week
We have a group of staff that rotate on-call duties after hours. In the past they would setup IVR to allow customers to contact on-call in an emergency and that would ring to a message only extension. Then, we added everyone's cell to the notifications. Assign the RC contact to our phones, and assign a loud ringtone to be notified when someone had left a VM after hours, then they call them back. I am trying to assemble a solution that would allow them to use their personal cell phones and I'd be able to create call queues in rotating…
8 votes -
Performance Reports - Call Queues Abandoned Calls
It gives you a count on the call queues side. But when you switch it to the user's the number doesn't match. It becomes a total count of the user extension all together. It will benefit to keep it separate as it pertains those abandoned call happened on the call queues side.
5 votes -
Log outbound calls when placing a call using from a Queue number - QA purpose
They use it for QA, right now we can only capture inbound call logs in a queue as per testing. Outbound call can be capture within company call logs. However, they only want to set visibility for those members of a specific queue.
1 vote -
Add to the call queue an announcement to tell callers what number they are in line and the estimated wait time.
Add to the call queue an announcement to tell callers what number they are in line and the estimated wait time. Something along the lines of "You are currently caller X in the queue and your estimated wait time is X minutes." Base this information off of current queue activity and average wait time before answer.
18 votes -
Admin user can disable the feature for users to modify call queue settings. Users should not be able to change status from available, un...
...available, or busy. Users should not be able to forward calls.. Users should not be able to change status from available, unavailable, or busy. Users should not be able to forward calls.
13 votes -
Need more than one manager for user groups
Currently there is a limitation on 1 manager per user group. Our organization would like to share this responsibility with others in order to handle the changes needed within a large group
6 votes -
Add ability for call queue managers or members to manage queue voicemails in the RingCentral Desktop App
We have found that the best and quickest way to manage all your VMs is with the desktop app. You can quickly see which are hangups and just delete them. You can then use the voice to text feature to quickly scan the message to determine if it needs to be handled or can be deleted. We are finding that VMs left in a Call Queue, however, are often overlooked because they do not appear in the RingCentral desktop app unless the user logs out of the app and then logs in AS the call queue user. Most don't do…
18 votes -
Call queue management for Standard users
A customer for 18095148 has a request to have a call queue management for standard users in the Service portal. It would help the standard users know as to which call queue they are assigned to.
2 votes -
Give callers the option to press x to escape from queue.
Hi,The only feature I have found lacking in RC is that there is no option to give callers the ability to escape from a queue by pressing a key on their handset. For example “if you’d prefer not to wait, press 1 to leave a message” which diverts the call to voicemail.Second example “if you’d prefer not to hold, press 0 to receive a callback” which diverts the call to an automated attendant where they are prompted to confirm their callback number (or enter a new one if they don’t want to use the caller Id of the number they…
7 votes -
Stop Queue Call from Ringing on Offline Users!
I have discovered that Call Queue calls will arrive to members who are Offline (Offline being laptop shut down, or user not logged into a computer).On our busiest call Queue which is setup as Rotating, the calls are arriving to offline members and then ringing out on it’s maximum wait time, and then moving onto the next offline person. This is contradictory to the guidance on your own website on how a call queue will behave, but support have stated this is normal system behaviour.This happens on all Queue types (Simultaneous, Rotating and Sequential).Please update your systems ASAP as this…
45 votes -
Ability to identify missed calls to the direct number only when in a que
Can you please find a way to be able to tell which calls were missed in a que and which calls were missed to that direct number. Que calls get answered by other members but when missed calls come in to direct numbers we need to be aware so that they get called back.
2 votes
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