378 results found
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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 -
call queue access deskphone but not mobile, but get did calls to extension
Provide users with the ability to selectively disable RingCentral Call Queue notifications/calls on the Mobile App specifically, while still allowing those same queue calls to ring through to their Desk Phones and Desktop App. Direct extension dials and Direct Inward Dialing (DID) calls should continue to ring across all devices, including mobile.
1 vote -
Enable External Shared Directory contact name resolution for inbound calls distributed through Call Queues.
Currently, External Shared Directory contacts do not resolve to caller names when inbound calls are routed through a Call Queue.
If a call is received directly by an extension, the External Shared Directory lookup functions as expected. However, when the same inbound call is distributed via a Call Queue, the caller name from the External Shared Directory does not persist to the receiving endpoint.
This significantly limits the utility of the External Shared Directory feature for organizations that rely on Call Queues for inbound call routing.
Most organizations that maintain a centralized main number route inbound calls through a Call…
3 votes -
Play Announcement When Maximum Wait Time for a Call Is Reached in Call Queue
Add an option to play an announcement when the 'When maximum wait time is reached, send caller to' criteria is reached for a call in Call Queue. This would provide users with an option for receiving notification of missed calls, as forwarding calls to an announcement-only extension does not currently support missed call notifications.
1 vote -
Respect "Forward All Calls" Settings for Call Queue Members
Currently, when an inbound call is routed through a call queue, the system skips any queue member who has enabled the Forward All Calls (FAC) feature, immediately offering the call to the next available agent.
This request is to modify that behavior so that queue calls respect individual member routing rules. If a member has "Forward All Calls" active, the queue should route the call to that member's designated forwarding destination rather than bypassing them.
1 vote -
update the max wait time to have 45 secs
Option to add 45 secs, more increment option or have custom field for call queue max wait time.
1 vote -
Add 35s and 40s Ring Duration Increments for Call Queues
Request to enable specific timing intervals of 35 and 40 seconds within the "Wait time in queue" configuration. This is a business requirement for the Director of Patient Services to provide more granular control over call routing and escalation logic for center queues.
3 votes -
Workflow builder for Queue Calls
There should be an option to create a workflow builder when the call is at the Call queue phase since missed calls would not be detected by the members if the calls came from the queue.
2 votes -
Option to disable Auto-Hold when answering 2nd call with 5 call queue concurrency
While Maximum Concurrency allows agents to receive multiple queue calls, answering a second call currently forces the first caller onto hold automatically. We need a toggle to disable this Auto-Hold behavior. This would allow an agent to answer a second concurrent call and keep both audio paths active simultaneously (Instant Merge), eliminating the manual "Hold then Merge" steps and providing a seamless experience for high-volume dispatchers and receptionists.
2 votes -
enhanced information when transferring to a queue
When transferring to a RingEX queue, users should be able to see how many queue members are available/total similar to RingCX.
For example in the screenshot I can see that there are 0 available out of 1 total.
1 vote -
Not Received Missed Call Notifications when the call goes to voicemail
The customer would like to stop receiving missed call notifications for calls that are answered by the Call Queue voicemail. Missed call notifications should only be generated for calls that are not answered and do not reach voicemail.
1 vote -
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…1 vote -
Route Direct Call Queue Dialing to Dedicated IVR Menu
The customer wants to retain their existing call queue functionality, including SMS capabilities on the queue's assigned number. However, they need to add an IVR menu that triggers only when the direct number is dialed. This IVR should route calls to the dedicated queue and include a "press 1 or 2" option, allowing the receiving agent to see which keypress the caller selected.
1 vote -
Route call queue call to an external number then back to call queue
There should be a call queue call routing option to ring an external number then have to call queue if unanswered
2 votes -
Add the length of time a caller has been on the line as a third option on the caller ID display
Add the length of time a caller has been on the line as a third option on the caller ID display under Call Handling & members - display settings. This would be beneficial for calls that are transferred.
7 votes -
Ability to automatically turn off accept queue calls
It would be a great feature if we had the ability to automatically turn off accept queue calls on the admin portal. Alternatively, if we could set a condition to automatically turn off accept queue calls for each member of the call queue, that would also be beneficial.
5 votes -
Call queue member forwarding
Ability to ring members of the queue that are on unavailable status when available members did not answer the call.
9 votes -
Wanted to create a custom rule within a custom rule
I set up Custom Rules for our Call Que to ring later than our close date to then forward to a specific user- I have it set annual and just change the date. Wanted the 616-891-0070 to run to 1 specific ext. frm 4pm to 5 pm.
2 votes -
Ability To Remove the option for the users to turn on or off their accept queue calls and turn their DND status on
Ability To Remove the option for the users to turn on or off their accept queue calls and turn their DND status on
2 votes
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