417 results found
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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 -
log in and out report
Ability to report when someone logs into RingEX and when they log off from RingEX for the day. Ability to provide a report on how long they were available opposed to away, invisible, or off.
3 votes -
Enable Supervisory Access to Agent Call Transcripts and AI-Generated Post-Call Notes in Native RingEX
Feature Request Title: Enable Supervisory Access to Agent Call Transcripts and AI-Generated Post-Call Notes in Native RingEX
Feature Description:
Currently, users assigned the Queue Manager role in native RingEX do not automatically have permission to view or access call transcripts and AI-generated post-call notes belonging to agents within their managed queues.
The standard Queue Manager role is primarily designed for administrative queue management, including call routing configurations, business hours, greeting and wait settings, and agent membership status. However, access to AI-generated call transcripts and post-call notes remains restricted to the individual extension that handled the call. These details are accessible…
1 vote -
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
8 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 -
Scheduled Queue Availability
Please add a feature that lets users set a weekly schedule for when they can receive queue calls. Right now, users have to turn queue calls on and off manually, which leads to missed customer calls if someone forgets to log out at the end of their shift. This new feature should automatically route queue calls to users only during their scheduled working hours and stop routing calls when their shift ends, reducing human error and improving customer wait times.
1 vote -
Modify Outgoing Caller ID for Call Queue Callback (Call Queue Booster)
Feature Request: Allow customization of the outgoing caller ID for callback requests initiated through Call Queue Booster.
Current Behavior:
When a callback is initiated through a call queue, the outgoing caller ID displays the call queue's phone number.Requested Enhancement:
Provide an option to configure the outgoing caller ID for call queue callbacks to display the assigned site phone number instead of the call queue number.Business Justification:
The current caller ID does not identify the facility's or company's phone number, making it difficult for customers to recognize the caller. As a result, customers often ignore or do not answer…1 vote -
Ability to have 5 seconds option on call queue - After call wrap-up time
Ability to have 5 seconds option on the call queue - After call wrap-up time - Time delay between calls, before another call will be offered to the agent.
2 votes -
Fixed distribution of calls per agent
A setting that would allow each agent on a line receive equal amount of calls
For example:
There's 3 agents on a line (A, B, C) and the line gets 30 calls, we'd like each agent to get 10 calls exactly. If agent A received a call and missed it, this call shouldn't go to agent B or C, it would go straight to agent's A voicemail and if the same caller calls again the call would still come to agent A.Basically a fixed distribution so no agent gets more calls then others
1 vote -
Feature to stop any notification coming from the call queue
A feature to stop any notifications (to the deskphone and softphone) coming from the call queue, especially missed calls.
1 vote -
call queue waiting time
requesting to have the option for callers waiting in the queue to have a specific key press to bypass call queue waiting time and just be connected to voicemail right away.
1 vote -
Mandatory Queue and Phone Number Selection for Manual Dial
Request:
Customer would like agents to be required to select the appropriate queue and phone number before placing a manual outbound call.Current Behavior:
Agents need to manually go to the Manual Dial settings to change the queue and phone number.Business Impact:
Agents may forget to change the settings, which can result in calls being associated with the wrong queue/number and inaccurate reporting.Expected Behavior:
Prompt agents to select/confirm the queue and phone number before allowing the manual outbound call.1 vote -
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 -
Feature Enhancement Request – Support for "Call Answered Elsewhere" on Yealink T48U Product(s):
Feature Requested:
Support for "Call Answered Elsewhere" notification/handlingDescription:
We are requesting the addition of support for the "Call Answered Elsewhere" feature on the Yealink T48U phones. This feature is increasingly important in environments where users are assigned to multiple queues, or where simultaneous ring or shared line appearances are in use.Current Behavior:
When a call is answered on another device, it displays a missed call on the Yealink T48U phone. This can cause confusion for users, as the call was not actually missed, but handled on another endpoint.Proposed Enhancement:
When a call is answered on another endpoint…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 -
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 -
"Private" Voicemails from Message Only Extensions.
There is an idea already to be able to download private messages left on Message Only Extensions; however, we need the ability, like a slider within the Message Only Extension, to turn off private messages. As you can see in my screenshot attached, there are also other admins asking for this.
1 vote -
banner that will tell callers that calls cannot be connected due to technical issue
wants to have a banner that will say that the call cannot be connected due to technical error
1 vote -
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
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