394 results found
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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 -
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…
13 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 -
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 -
Callback Outbound Caller ID
should have the option to change the outbound caller ID number of the call queue extension once the member of the call queue proceed with the call back request.
2 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.5 votes -
Analytics reporting for "Press 1" Callback selections in Call Queues.
Enable visibility in Analytics to track how many callers choose the callback option. Goal: Currently, it is difficult to measure how many users are utilizing the "Press 1" callback feature versus staying on the line. Adding this to the reports would help in analyzing queue performance and staffing needs.
9 votes -
Language selection for the Position in Queue and Wait time
Currently, the messaging on the position in queue and wait time is in English. Can I request a messaging to be in French for all French speakers in Canada and the rest of the world?
25 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…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…
2 votes -
Ability to block users to contact call queue
Block Extension
Is it possible to block an extension from a call queue? I have an after-hours call queue that is getting spammed called from unmanned receptionist phones by people looking for something that number can not provide. We would like to set it up that either the extension(s) are blocked from being able to make the call or they immediately get dumped into VM. I have tried working with custom answering rules, but that appears to be looking for outside numbers only and not internal extensions.
2 votes -
Separate the do not disturb and call queue status
When an extension go to Do not disturb it automatically disables the queue status and after going back to available call queue status remain disabled unless admin re enables the queue status of the extension. Please have a separate do not disturb for the extensions and the call queues so that when an extension goes to do not disturb and back it will not affect the call queue status
2 votes -
Call queue member device assignement
"Please add a setting within Call Queues that allows us to select exactly which of a member's devices (e.g., desk phone or desktop app) will ring when a queue number is called."
2 votes -
Concurrent call Limit
Increase the concurrent call limit to more than 5 . this will allow us to received more call coming from our call queue
6 votes -
AI Notes on Call Queue Calls
AI Notes should be enabled for call queue calls. Received call queue calls should be transcribed by AI.
7 votes -
See who answered the call queue call
When warm transferring a call to a call queue and a member of that queue answers the call, display the name of the member who answered the call.
Currently, it shows the call queue name the whole time. Our receptionists are used to our previous phone system where it switched over from call queue name to user's name who answered the call.
It would be more efficient (save 5-10 seconds per call and our receptionists transfer over 500 calls per day).
12 votes -
Include Contact Name in Call Queue SMS Email Notifications
📋 Overview
When a text message is sent to a Call Queue, RingCentral currently routes an automated email notification to the assigned Call Queue Managers. While this notification is highly useful, it currently only displays the sender's raw phone number.The client is requesting an enhancement that allows the system to automatically cross-reference incoming phone numbers with the existing contacts database in the admin portal and append the sender's name to the notification.
🔍 Current Behavior
As shown in the attached reference file image_c4407c.png:Subject Line: Displays the phone number only (e.g., "New Text Message from (951) 522-3896 on 07/01/2026…
2 votes -
Option for callers in the call queue to leave a voicemail for the queue member
Option for callers in the call queue to leave a voicemail for the queue member.
If QueueMember does not answer or is on another call, we would like the caller to have the option of leaving a voicemail message OR pressing a button to reach her assistant at a specific user extension. If that user extension is away from her desk, we would like the caller to have the option of leaving a message or being rerouted to QueueMember’s voicemail.1 vote -
Call Queue Call Recording
I would like to enable Automatic Call Recording (ACR) for specific members within the call queue.
Currently, when call queue recording is turned on, it records everyone. However, we only need certain members to be recorded, while others should remain unrecorded.
2 votes -
To be able to add an external number in the call queue
We would like to add external numbers as members of a call queue group and be able to set them up as longest idle or in fixed order settings
12 votes
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