417 results found
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Enable searching within any part of the field when searching for delegated lines. Currently, it only searches based on the first word
Enable searching within any part of the field when searching for delegated lines. Currently, it only searches based on the first word of the Delegated Line
28 votes -
Feature Request: Dynamic Call Whisper / Greeting Based on Dialed Number
We currently use multiple phone numbers for different functions and marketing channels (e.g., Google Ads, website, mails, acquisition, disposition, buyer inquiries, etc.).
We would like the ability to automatically trigger a unique call whisper or greeting based on the number the caller dialed. For example:
Calls to our Google Ads number → “Google Ads lead”
Calls to our direct mail number → “Direct mail lead”
Calls to our website number → “Website inquiry”Ideally, this would be a call whisper (heard only by the receiver before connecting) rather than a message played to the caller.
This feature would allow our…
10 votes -
Call Queue Bypass
Calls will bypass ringing a call queue if no one is logged in. It will skip to the next piece in the call flow.
5 votes -
Allow Call Queue Callback Requests When All Agents Are Unavailable
Feature Request:
Enhance the RingEX Call Queue Callback Request feature so callers can still request a callback when all queue members are currently in an Unavailable status.Currently, the callback option is only offered when at least one agent is available to service the queue or agents are busy on other calls. If all agents are unavailable, the callback prompt is not presented and the caller eventually follows the configured maximum-wait-time treatment, such as voicemail.
Requested Behavior:
Allow callers to submit a callback request regardless of the agents' current availability status, so the callback can remain queued and be processed…4 votes -
Give option to turn off notifications for adding members to a call queue.
When adding members to a call queue users receive an email that they've been added to a call queue. During the build process we would like to avoid users getting any notifications about being added to call queues or groups. If you could make this similar to when adding users to not send out an activation/notification email this would solve this issue. The problem is users who are not active are receiving an email that they've been added to a call queue. This leads to confusion and can cause the user to setup their own RingCentral account which will lead…
15 votes -
Delayed Ringing Option
In CallRevu, there is feature called "delayed ringing".
This will allow a primary group of users receives the incoming call immediately.
If none of them answers within a configured delay (for example, 10 or 15 seconds), a specific secondary user begins ringing as well.Depending on the configuration, the primary users may continue ringing while the secondary user is added, or the call may move entirely to the secondary user.
We want this kind of set up please.
4 votes -
Respect "Forward All Calls" Settings for Call Queue Members
Currently, when an inbound call is routed through a call queue, the system skips any queue member who has enabled the Forward All Calls (FAC) feature, immediately offering the call to the next available agent.
This request is to modify that behavior so that queue calls respect individual member routing rules. If a member has "Forward All Calls" active, the queue should route the call to that member's designated forwarding destination rather than bypassing them.
6 votes -
Enable Call Queue Call Forwarding Management from Deskphone
Requested Enhancement:
Please consider adding support for:Enabling/disabling Call Queue call forwarding directly from deskphones
Allowing external number forwarding for Call Queue extensions without requiring Admin Portal access.
Providing easier operational management for non-admin users handling temporary forwarding scenarios.6 votes -
Call Queue Templates: Multiple SMS Recipients
Under Call Queue Settings in Templates — a new feature that lets you configure SMS recipients for selected call queue groups directly from the template.
- This makes it easy to assign the same SMS recipients to multiple call queues at once, instead of adding them one by one on each call queue group extension.3 votes -
Ability to Download Transcript in Bulk in Call Queue
Have an option to download transcript in bulk in a call queue
5 votes -
For a call queue call that is declined, the call continues to ring even after declining the call.
When part of a call queue and decline a call, the call continues to ring after declining. The point of declining the call is to not have the call continue to ring that extension continuously.
5 votes -
Mobile app old layout for custom rules
The Customer prefer the old layout of the buttons in the Call queue custom rules in the mobile application.
The current buttons are not that visible and he's having a hard time determining if a custom rule is active or not.2 votes -
Call Transcription in Call Queue
I would like RingCentral to implement a feature that allows call transcriptions to be generated for calls routed through a Call Queue extension, even when call recording is not enabled. This feature would be very beneficial, and I hope RingCentral can make it available as soon as possible.
2 votes -
Call Queue "Agent Status" vs. App Login State
Summary:
Automatically sync or update an agent's Call Queue "Agent Status" / queue availability when a user logs out of the RingCentral App or when a Super Admin triggers a forced logout across all devices.Current Behavior:
When an agent logs out of the RingCentral app (or an admin forces a logout on all devices), the user's "Agent Status" and individual "Queue Status" toggles remain ENABLED in the Admin Portal. Call queues continue attempting to route calls to an offline agent until call timeout rules take effect, creating unnecessary delays for callers.Requested Feature:
Add an option/setting for admins to…
2 votes -
Allow Customizable Callback Request Prompts and In-Queue Callback Audio for Call Queues
Summary
Currently, the Call Queue callback feature relies on standard system prompts. We request the ability to customize the Callback Request greeting or embed custom callback triggers directly into standard Call Queue greetings and Music on Hold (MOH).Use Case & Business Need
Multiple customers want to provide a seamless, branded experience while waiting in a Call Queue. They want to inform callers of expected hold times and offer an automated callback option within their custom queue announcements or hold music rather than relying on standard, uneditable system prompts.Example Scenario:
"Thank you for calling [Company Name]. Please hold while…
3 votes -
Fax transmission result for Main fax line assigned to Call queue
The customer is requesting the ability to configure email delivery confirmation settings for faxes sent from a main number assigned to a call queue.
2 votes -
Main Phone Number Ring Two call queue
I want two call queues to ring at the same time when the main phone number is being dialed.
One of the call queue rings in order and one is longest idle.
5 votes -
Preserve Call Queue / IVR Routing Tags for Saved Contacts in Call Logs
Prevents customer service and medical teams from losing queue context after hanging up, eliminating the need to pull separate Analytics reports just to check which department a saved contact tried to reach.
2 votes -
BT Feature Request: Position in Queue Feature
The BT customer needs a feature that lets waiting callers know their queue position (PIQ).
2 votes -
ability to call a call queue across federated account
option to call a call queue extension across a federated account by dialing the call queue extension.
right now only option is for Extension-to-extension dialing between accounts6 votes
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