568 results found
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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 -
Live Dashboard of Call queue's on RingEx side of the house
Live Dashboard for Call queue's on the RingEx side. Would like to see a live dashboard that we can setup that shows the number of calls in the queue, abandoned, accepted, See all the agents and their status, Show if they are on call or available, the average wait time, etc. Really need something on the Ex side of the house
2 votes -
Advanced Call Queue Distribution
Enhanced call queue functionality in RingCentral to allow more flexible call distribution within a single batch of members.
Example / Use Case:
In Batch 2, there are 10 members.
The desired call flow:
The first call rings simultaneously to 5 members.
Subsequent calls follow a fixed order / round-robin distribution among the remaining 5 members.
Within the batch, there should be a simultaneous group of members and a fixed order group, allowing a mix of simultaneous and sequential call routing.
Benefit:
This feature would allow more granular control of call distribution in call queues, improving response times and ensuring that…2 votes -
Have a "cold/blind" transfer go to the call queue voicemail like it does on an "ask first/warm" transfer
We found a situation with transferring a call to a call queue where an "ask first/warm" transfer functions differently than a "cold/blind" transfer.
If a User "cold/blind" transfers a call to a Call Queue and nobody answers, it goes into the user's voicemail who transferred the call instead of the Call Queue voicemail. We don't approve of this. It should go into the Call Queue's voicemail.
If a User "ask first/warm" transfers a call to a Call Queue and nobody answers, it goes into the Call Queue's voicemail. We approve of this.
If a Call Queue receives a call and…
5 votes -
Enable the option to send callback requests to another call queue when maximum wait time is reached in Ring EX Call Queue Booster
If we don't get to the customer's callback request within the maximum wait time of 30 minutes we just get a missed call notification with no phone number to call the customer back, so that means upset customers who are still waiting on a callback. If we could successfully send the callback to a different queue instead of getting a missed call notification that would fix it. I do have the ability to set the settings to do exactly what I described but it does not work, it only gives me a missed call and never transfers the callback to…
1 vote -
Increase maximum wait time in queue to 60 minutes in Ring EX Call Queue Booster
Whenever a customer requests a callback and we don't get to the call within the call queue maximum wait time of 30 minutes the call just drops and we only get a missed call notification on our end. I tried dumping it into another queue when maximum wait time is reached but that doesn't work either, just the same result of a missed call.
1 vote -
Enable reporting from the Agent Details with custom timeframes
I want to be able to see how my queue members performed throughout the day and how many hours/minutes they were available, on call, ringing, or unavailable.
1 vote
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