500 results found
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Feature Request – Dynamic Working Hours Toggle
Quickly adjust today’s opening/closing times via a simple dial-in code, improving flexibility for businesses with variable schedules.
Problem: Current system does not allow same-day adjustments to working hours; must follow preset schedule or use Web Interface.
Proposed Solution: Add a quick “on/off” toggle for working hours, effective today only.
Example Use Cases:
Receptionist arrives early → activate working hours immediately.
- Receptionist closes early/late → switch to after-hours mode manually.
Implementation Suggestion: Enable toggle via dial-in code from any authorised extension, not just through the Web Interface.
Benefit: Greater operational flexibility and alignment with real-world, variable schedules.
5 votes -
Call queue logs visibility for unavailable call queue members
The call logs of the call queue group should be visible for unavailable members(in the RC app), also, not just for available members on the queue.
2 votes -
Call queue allow members to change their queue status
Need a third option in this drop-down that allows specific members
to change queue status. Currently, it's all or nothing (screenshot below on where the option is
needed).1 vote -
Group > Call Queues > Overflow Group - Ring Simultaneously
Group > Call Queues > Overflow Group - Ring Simultaneously. When I configure this, I just get two options Longest Idle and order.
Reason we find this extremely handy is we can put our admin/receptionist(s) in the first group and then overflow to the rest of the office if they cannot get the call. Improved call flow rather than just ringing everyones PC/Phones/Mobile on every call.
Thank You
26 votes -
Maximum caller on queue
We would like to configure a lower maximum number of allowed callers for the call queue. For example, the queue has 6 users set to ring simultaneously, but once 3 users are already engaged on active calls, the 4th incoming caller should be automatically directed to voicemail.
This type of behavior is available in other phone systems, such as Zoom Phone, and we would like to achieve a similar setup.
1 vote -
Maximum Caller in Queue
We would like to configure a lower maximum number of allowed callers for the call queue. For example, the queue has 6 users set to ring simultaneously, but once 3 users are already engaged on active calls, the 4th incoming caller should be automatically directed to voicemail.
This type of behavior is available in other phone systems, such as Zoom Phone, and we would like to achieve a similar setup.
1 vote -
Analytics Abandoned call filter
Our company needs to check abandoned calls so we can return calls to customers who didn't complete their interactions. It would be beneficial to have an abandoned call filter under the Performance report > Calls section. This would allow us to easily identify and follow up with customers who abandoned their calls, improving our customer service and potentially recovering lost opportunities.
1 vote -
The option to answer calls from a call queue of which I am not a member
RingCentral does not currently support notifications for users who are not members of a call queue. Specifically, there is no feature that allows non-members to be notified and answer incoming calls for a specific queue. It would be nice if this feature is available.
1 vote -
Incoming Call Information | Display Settings
To have an option in the RingCentral System wherein 3 information will appear if the call is coming from call queue.
-Call Queue Name.
-Caller ID Name.
-Caller ID Number2 votes -
Call Queue - Answer in Priority
The ability to answer the primary call queue or pick a call queue to answer when a member is part of multiple call queues. The current call queue pick-up feature has an alert timer that can't be set to 0, so this does not resolve the requested feature. A primary call queue should always be the first that the user can answer by default.
2 votes -
Call Queue Pick Up members ability to turn off ringing
The customer would like to have an option to turn off the ringing of Call Queue Pick Up members' devices for incoming calls and instead just show a flashing light on their devices if there's an incoming call on the call queue that they are monitoring.
4 votes -
advance call queue
Customer must have an option where the customer can enter the phone number and requested for a call back when representative is available.
-must include:
Position In Queue: Callers know their exact spot.
Estimated Wait Time: Callers get clear expectations.
Callback: Customers can opt for a callback without losing their place.3 votes -
Multi-Layer Custom Rules - IVR MENU - Limited Employee Hours
Multi-Layer Custom Rules, when a customer enters the IVR menu AND it is after a certain time AND they press a certain extension (with an EXTERNAL CALL FORWARD #), THEN they get routed to VOICEMAIL.
This is for employees etc that have limited office hours and are not reachable past certain hours of the day.
1 vote -
Receive notification for missed Call Queue calls
Request:
To receive a notification on BTCW app/Physical phone when no members on a Call Queue are able to answer a call.Brand: BT
1 vote -
Allow call queue managers to modify managers in the queue
Call Queue – Allow Standard Users assigned as call queue managers to add or remove other managers within the queue.
5 votes -
Give the user the ability to turn off call queue for each queue when in multiple call queues.
We have users that belong to multiple call queues. There is only one option to turn off the ability to receive calls from a call queue. It kills all calls to all the queues instead of giving a choice. We would like the user to be able to turn off each call queue when not needed.
3 votes -
A call queue permission level that grants users access to view analytics reports for specific call queues while preventing any modifications
A call queue permission level that grants users access to view analytics reports for specific call queues while preventing any modifications to the queue settings.
2 votes -
Maximizing call queue wait settings
Maximize call queue wait settings. Let's say you do have 30 seconds on your wait settings, RingCentral needs to maximize that wait settings to finish call queues Welcome greeting, Waiting in queue music & Wait announcement before it routes the call to voicemail. What's happening is it's not following the behavior. Please consider this as an option.
1 vote -
Create a Do Not Call Application or DNC for RingEX
Create an RingCentral Do Not Call (DNC) Application for RingEX (Call Queue agents) or at least create the app in RingCX to be consumed by RingEX. Customer is a very large insurance company with 40,000 users plus their non-RingCentral Contact Center.
2 votes -
When a call is received in a simultaneous queue, if a user presses "Reject," the call is re-called 5 seconds later. This happens every time
When a call is received in a simultaneous queue, if a user presses "Reject," the call is re-called 5 seconds later. This happens every time they press "Reject."
The solutions offered by Tech Support are not suitable.
2 votes
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