376 results found
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wait announcement
Support playback of the "When they are added to queue" announcement without conflicting with While Waiting in Queue settings.
Currently, the admin portal provides an option to play an announcement when a caller is added to the queue. However, this feature does not function as expected because it conflicts with the existing "While Waiting in Queue" settings. As a result, the announcement cannot be enabled and used independently.
1 vote -
rc app
Support playback of the "When they are added to queue" announcement without conflicting with While Waiting in Queue settings.
Currently, the admin portal provides an option to play an announcement when a caller is added to the queue. However, this feature does not function as expected because it conflicts with the existing "While Waiting in Queue" settings. As a result, the announcement cannot be enabled and used independently.
1 vote -
Caller ID
(RingCentral Multi-Site Caller ID Display Enhancement Request)
For a multi-site account, please implement a way to have the RingCentral site caller ID number display on the first line and the caller's caller ID display on the second line, instead of the site caller ID and caller's ID displaying on one line.
If possible, have the caller's phone number display on the third line.3 votes -
Eliminate duplicate notifications for Call Queue missed calls when a voicemail is left.
Call Queue missed call notifications should be suppressed if the caller leaves a voicemail. Currently, users are receiving duplicate emails because both the missed call and voicemail notifications are triggering for the same event.
1 vote -
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.
1 vote -
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.
1 vote -
Ability to set different greeting each day in the call queue
Ability to set different greeting each day in the call queue
11 votes -
Add Toggle Option Between Manager Email Setup and Current User Setup for Call Queues
Executive Summary
Introduce a configuration toggle in the call queue setup interface that gives administrators the flexibility to choose between the legacy management framework (requiring only a manager email or distribution list) and the current framework (mandating an individual directory user account). This ensures teams that rely on collaborative group oversight are not forced into an individual user dependency.🔴 Problem & Business Impact
The current setup strictly enforces the assignment of a specific individual user profile from the corporate directory. For organizations built around decentralized management, this introduces severe operational bottlenecks:Forced Individual Dependencies: Attaching a single user account…
1 vote -
Separate ring duration for call queue wait time
Submitting feature request in behalf of our Partner. Partner is looking for an option to separate the Max Wait Time in Queue with the number of rings of the members of the queue.
When a call comes in on a call queue, they are looking for an option to have a time settings on how long the calls would be offered to the members on simultaneous ring (ex. 20 seconds), then other incoming calls that would be on the queue waiting to have a different time duration (3minutes). They want the callers to be able to stay on queue longer…
1 vote -
customization of call back request message
The callback message sounds too automated and doesn't reflect the personalized experience we want to provide our patients. We would like the ability to fully customize the callback message so it aligns with our practice's tone, communication style, and branding.
1 vote -
Call Queue Wait Audio
System settings for availability to determine if there is an available or unavailable call member to play an audio once to inform the caller waiting in queue to wait for the available call queue member
1 vote -
Clarification of Call Queue After-Hours Schedule Configuration
Summary:
Improve clarity in the Service Web UI regarding how after-hours schedules are configured for Call Queues.Current Behavior:
In the Service Web, the label states:
“Schedule: These settings will apply during after hours. Edit schedule”This creates confusion because:
The phrase suggests that users can directly configure an after-hours schedule.
However, the “Edit schedule” option actually modifies the business hours only.
After-hours are implicitly defined as any time outside the configured business hours.Problem:
Customers often misunderstand this behavior and assume:There is a separate after-hours schedule configuration.
They can directly customize after-hours timing independently.This leads to:
Misconfiguration…
2 votes -
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.
1 vote -
Allow the users (non-admins) the ability to edit the announcents of announcement only extensions
Much like how "Call Queues" work, I want the manager to edit the settings of announcement only extensions as much as they please. Our workaround is giving the users the username and passwords for these extensions, but it would be much easier if the user could edit things from their profiles (i.e. preventing the need for the user to log out of their account and log into the announcement only extension).
5 votes -
RingCentral App
Ability to have a designated tab on the RingCentral App for call queue group (including access to voicemail, SMS of queue in 1 tab). Specially for managers of a call queue group.
1 vote -
Allow callers to submit an alternate number for callback requests in the call queue booster
When a call queue booster is in place with the callback request feature, the caller hears "To get a callback at (caller’s phone number), please press 1. To keep holding, press 2". Callers should have the option to enter an alternate number to receive the callback. For example, a caller calls from their home phone number and selects to receive a callback, but they want to receive that callback at an alternate cell phone number. They should be able to enter the number they want to receive the callback at.
1 vote -
Call queue
" Filter calls from call queue that are routed to an answering service and not be tagged as missed calls"
1 vote -
Separate Busy From Unavailable In Call Queues
Currently setting 'When all members click ‘Ignore call’, or are busy or unavailable' on a call queue lumps busy and unavailable together. Some customers would like to have a separate use case for either scenario.
Example:
All members busy - continue to wait in queue until maximum wait timer expires
No members available (logged in/accepting calls for that queue) - route to an alternative extension as a 'No Agents Available' treeIdeally this is separated into two separate entities as per attached image; one for all members click ignore call or are busy, and one for all members are unavailable…
2 votes -
Change the language displayed in the Admin Portal for a specific call queue without affecting other portal settings.
After changing the language setting of a specific call queue to Japanese, we would like the corresponding Call Queue information in the Admin Portal to be displayed in Japanese as well.
1 vote -
Display The Complete Caller Phone Number in Call Queue When Using Caller Name/ID
When a Call Queue is configured to display Caller Name and/or Caller ID, the RingCentral app does not clearly show the caller’s phone number during an active queued call. Instead, the display prioritizes the caller name, which makes it difficult or impossible for agents to see the actual calling number.
Ideally, the phone number should always be displayed alongside the caller name, similar to how direct inbound calls behave. This is especially important for:Verifying repeat callers
Identifying spam or known numbers
Supporting call handling workflows that rely on phone number visibility
As a comparison, direct inbound calls to a…
3 votes
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