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338 results found

  1. Native setting to have call queue overflow with two level in "When maximum waiting time is reached, send caller to" setting

    Be able to set a two level call queue overflow natively in the "Call Handling & Members" settings.
    Currently we can only set one extension in "When maximum waiting time is reached, send caller to" setting.
    It can be good to have a second option "When maximum waiting time is reached, send caller to" to have a two level call queue overflow.

    Like that if the first call queue don't answer after a period of time then go to overflow extension 1 and if this extension 1 don't answer also after a period of time then go to the second…

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  2. Show Initial caller' Phone number for transfered calls from user to Call queue

    Show Initial caller' Phone number for transfered calls from user to Call queue

    3 votes
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  3. The ability to send an SMS message message to a call queue that does not have a direct number assigned.

    The ability to send an SMS message message to a call queue that does not have a direct number assigned. Currently you are able to send an SMS message to a call queue that does not have a direct number through the mobile app. This function does not exist in the desktop RC app. Customer would like this functionality added on the desktop RC app.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  4. Have an option to change the number of rings for extension in fixed in order call queue setting

    Number of rings before going to next member is fixed. Would like an option of customized amount of rings specifically per member.

    2 votes
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  5. Connect one company to another to see agent availability status

    We have a partner externally and wanted to see the call queue availability status to be able to transfer a call to any available agent.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  6. Call Logs

    I would like to know the details of call queues/call monitoring group / forwarded number details etc in the call logs.

    Here is a scenario which is not clear from the logs.

    I have add another extentions of my colleqeue to my answered call, also I have been added in some call monitoring groups I am a part of call answering queue as well.

    It is not possible from the logs to see which rule as precedence over the other rule.

    Please see the snapshot below the logs are having limited information and the same is not clear.

    However in…

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  7. IVR keypress to show on the display screen of the recipient

    IVR keypress that the user selected to show on the display screen of the user receiving call, since customer is only directing all call to 1 dl but would love to see aleast the general idea of what their clients are calling in

    4 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  8. Call Queue should show the phone number of the NEXT caller waiting in the QUEUE

    We have a client who recently switched from Comcast Business Voice Edge to RingCentral, we are helping them with the deployment. They had Polycom VVX 450 phones before, and they have Yealink T46S phones now. The feature they had before, that they are looking for parity on is with regards to the call queue. With Comcast, they were able to see the phone number of the NEXT caller waiting in the queue, and are wondering if it is something RingCentral could implement.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  9. The ability to forward a call to an external number when a call queue member is busy

    2 votes
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  10. To have sms access if customer or user use the direct number of call queue in sending messages

    1 vote
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  11. is there any there's a method to have a user dial out from all main numbers? Currently it's designated only to Parent and whatever site the

    is there any there's a method to have a user dial out from all main numbers? Currently it's designated only to Parent and whatever site they're assigned

    1 vote
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  12. is there any there's a method to have a user dial out from all main numbers? Currently it's designated only to Parent and whatever site the

    is there any there's a method to have a user dial out from all main numbers? Currently it's designated only to Parent and whatever site they're assigned

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  13. Ability to use a key press to leave a voicemail.

    When calling into an IVR, have the ability for the caller to leave a voicemail if they don't want to wait in a call queue.

    3 votes
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  14. Call Queue Wait Settings: Maximum caller wait time in queue: Add an Option to Disconnect

    Have an option to disconnect the call for this Call Queue Wait Setting:
    -> Maximum caller wait time in queue

    2 votes
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  15. Call queue user IDLE time increase from 15 mins to more

    we want to adjust the auto timeout setting. right now users get kicked out of their queue when they are idle for 15 mins

    1 vote
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  16. Ability to Enter a Case ID

    Problem Statement
    Currently, call queue calls only display the call group and caller ID of the incoming call. This limits the ability of call handlers to quickly identify and address specific issues, particularly for complex or recurring cases.

    Proposed Solution
    Implement a feature that prompts callers to enter a 5-digit numeric case ID during the call queue process. This case ID will then be displayed to the call handler who answers the call, providing additional context and facilitating efficient resolution of the issue.

    Expected Benefits
    Faster Issue Resolution: Call handlers can quickly identify the nature of the issue and access…

    1 vote
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  17. caller ID

    The caller id shows not just the caller originated from but also what is the number that this call is forwarded from.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. Call queue functionality

    Ability for callers to either wait for a call queue rep or leave a voicemail directly with that call queue.

    3 votes
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  19. The capability to set all international numbers to be forwarded in to the voicemail without adding the country code manually in custom rule.

    The capability to set all international numbers to be forwarded in to the voicemail without adding the every country code manually in custom rule.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  20. Redirect call to main number

    We have setup a forwarding in our account from our main number to call queue we setup our call queue that if its not answered it will forward to an IVR menu where the caller can select which voicemail they will leave their message however upon setting up redirect call from user extension its looping back to the main number, we have consulted ringcentral support and we informed that there will be a conflict on this setup and we will need to choose 1 feature to be enabled

    We need our callers to be forwarded to the main number when…

    5 votes
    0 comments  ·  Call Queues  ·  Admin →
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