394 results found
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Add the Ability to Export Call Queue Lists
I would like to request the ability to export Call Queue lists from the RingCentral Admin Portal.
Currently, administrators can view and manage Call Queues within the platform; however, there is no option to export Call Queue information for reporting, auditing, documentation, migration, or administrative purposes.
Proposed Enhancement:
Add an export option for Call Queue lists (CSV, XLSX, or similar format).
Include key details such as:
Call Queue Name
Extension Number
Queue Members
Managers
Routing Method
Business Hours Settings
Queue Status
Other relevant configuration detailsBusiness Benefits:
Simplifies administration and record-keeping.
Reduces manual effort when documenting or auditing call queue…2 votes -
custom rule to remove agent from Group Memberships
Create a custom rule to automatically remove and add the agent to all groups(call queue ) that she is a member, instead of manually turning off and turning on once they are back from vacation.
2 votes -
Export Call Queue Tree
Ability to have an option to export or download the call queue tree set up like IVR.
4 votes -
Ability to transfer incoming calls from call queue
incoming calls palang yung hindi pa nasasagot/ cannot be sa call queue pwede sa direct extension calls pero cannot sa call queue
2 votes -
1 vote
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create a call queue without a manager
Hi Team,
I am writing on behalf of our client regarding a call queue configuration requirement.
The client would like to create a Call Queue without assigning a manager. However, we found that when using the Assisted Setup, selecting a manager is currently required before the Call Queue can be created.
Would you please consider making the manager assignment optional when creating a Call Queue? This would provide greater flexibility for customers who do not require a dedicated manager for their queue.
We appreciate your consideration of this feature request and look forward to your feedback.
Regards,
Ramilito Carillo
Technical…1 vote -
Agent Checker for Call Queue (Email Notification)
Implement an email notification system for the call queue managers to alert them when the number of agents logged in falls below a certain number.
6 votes -
Configurable Ring-Back Duration for Ignored Call Queue Calls
Allow administrators or users to configure the ring-back delay after a call queue call is ignored.
Current Behavior
When a user ignores a call queue call, the system rings the user again after approximately 5 seconds. This delay is fixed and cannot be adjusted.Requested Enhancement
Introduce a setting that allows the ring-back interval to be customized. For example, administrators could choose a delay of 5, 10, 15, 30, or 60 seconds before the call is presented to the user again.Business Need
The current 5-second ring-back interval may not provide enough time for users to complete a task, finish…2 votes -
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.
1 vote -
Longest Idle Members more than 100+
We have a customer requesting the ability to add more than 100 users to a call queue when using the “Longest Idle” routing method.
Please consider this as a feature request, so that the call queue can support “Longest Idle” with more than 100 members.
2 votes -
Call Waiting Notification Settings
When I am already on a call, please make any new incoming calls silent, or have that option. They are very disruptive/load and we are being told there is no way to turn off that ringtone....
1 vote -
Extend Callback Request Window for Call Queues
Summary:
Requesting an enhancement to increase the time window for callers to press “1” to request a callback, or to allow callback requests at any point while the caller is waiting in the queue.Current Behavior:
The callback option is only available during a limited prompt window. Based on the RingCentral support article, callers must press “1” within five seconds of the callback prompt.If the caller presses “1” outside of this window, the system interprets the input as an extension instead of a callback request. If Extension 1 does not exist in the customer’s phone system, the caller receives…
4 votes -
Addition of Audit Log
Requesting addition of an audit log element that tracks who requested temporary queue assignment changes through the Real-Time agent widget as well as when they made the request and the specific queue re-assignments.
2 votes -
Call Queue Groups in a Fixed Order
Call Queues should have the ability to ring groups of users in a fixed order.
For instance, a call comes in for a Call Queue. I'd like the two office coordinators to be offered the call then if unanswered the call is offered to the two assistant directors then if unanswered it offers the call to the director.
This can be done by using multiple Call Queues but then it makes it a nightmare to manage the voicemail greetings, schedule, managers, voicemail recipient's on multiple Call Queues when in the proposed scenario it would just be one place to adjust…
21 votes -
Ability to Choose a Specific Agent from the RingEX Call Queue
Request:
Add the ability for callers or users to select and speak with a specific agent directly from a RingEX (REX) call queue, rather than having the system route the call based solely on the queue's distribution logic.Business Need:
There are scenarios where customers know the specific agent they need to speak with, but that agent is part of a call queue. Providing an option to select a particular agent would improve the customer experience, reduce unnecessary transfers, and allow callers to reach the appropriate person more efficiently while still leveraging the benefits of queue management.Expected Functionality:
Allow…
1 vote -
shortcut for calling like on the previous ring central, where we can dial numbers with just one short cut like just by clickin F1,
Improving fast calling experience
1 vote -
NEW FUNCTION ADMIN PORTAL > Add Call Queue Group (Assigning multiple call queue's in 1 RC extension)
The Call Queue Group option will help IT Admins in assigning multiple call queue's to a RC extension.
The "Call Queue Group" function will be a new object that would allow admins to create a group of multiple call queues, then assign to RC user extension.
In screenshot 1 (Call Queue Page) = Admins would have the option to create a call queue group, select the needed call queues then create the "Call Queue Group" object.
In screenshot 2(User List with Extension Page) = Admins will select "Add Call Queue Group Option" > All "Call Queue Group Objects" will be…
2 votes -
mute incoming tones (both Queued and direct) when listening to voicemail
mute incoming tones (both Queued and direct) when listening to voicemail
1 vote -
mark call queue voicemail as
Add the ability for call queue members to mark voicemails as dealt with or still needs attention via sms or notes.
1 vote -
Schedule Closed
In RingEX, I would like to create a schedule where the office would be closed on certain holidays, so the system will play the correct voicemail.
11 votes
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