417 results found
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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 -
This call queue has reached the upper limit (50) of the number of managers
Currently, the max limit of call queue managers is 50.
We are requesting that it have an option to increase to 75-100 via SCP.There is no parameter in SCP to increase call queue managers.
1 vote -
Call rollover to short wait time
I have Ring now and have ext 102 as our main number when someone calls in. But when that person can't answer it rolls to ext 108. I have the number of rings set to 3 rings before it rolls to 108. I'm being told by tech support that I have to have it set to at least 4 rings before it rolls because your system thinks it's too short of a time period having it on 3 rings before it rolls. So now I have to have it ring 4 times on 102 and then 4 times on 108…
1 vote -
Immediate Busy Signal in a Call Queue
We would like to request a call queue feature that automatically plays a busy signal to any subsequent incoming caller once the first caller has been answered and the line is in use. These additional calls should immediately bypass voicemail, call queueing, and forwarding options, ensuring callers clearly understand that the line is currently busy.
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
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 -
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.
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 -
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 -
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 -
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.
12 votes
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