500 results found
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Automatic Transfer from Yealink phone
The customer is requesting the Yealink T57w to have the ability to transfer the call automatically to a certain ext and to be able to transfer back the call to call queue.
1 vote -
Option to add External Number into the Call Queues (Group) as Primary Members
I would like to have the ability for an external number to ring alongside our group members in a call queue, either simultaneously or in sequence. I want the calls directed to the call queue to go to both group members and the external number, treating the external number as if it were one of the group members.
6 votes -
Physical phone accept queue calls status
I would like to see a button similar to Cisco's Hlog button on physical phones. This would allow the user to change their status for queue calls from the physical phone instead of forcing them to log in to the application to do so. Possibly with a status light on the button to indicate if they are logged in or not.
7 votes -
DND on Hot Desk phones should reflect in the call queue status of the person logged in
When users are logged in to the Hot Desk phones and then set it to DND, the status of the user in the call queue does not change. It only changes when the phone is assigned to the user directly. It does not synchronize with the user's status as the hot desk phone is not directly associated with the extension. The RingCentral System should be able to allow the hot desk phones to synchronize with the user's status in the call queue for them to not have to log in to the application or web portal every time they need…
4 votes -
option that no longer requires us to change or edit the their IVR that are tied up with their newly created call queue.
Requesting a feature where all call queues thar are tied up to our existing IVR should be automatically updated once it has been replaced by a new call queue.
1 vote -
Reduce number of rings before trying to the next member
Phone is currently ringing 5-7 times before an agent can answer. What can we do to make sure to answer faster? I guess I want to go over a couple things.
There should be an option to set Number of rings before trying next member to 1-3 rings instead of by the default minimum rings of 10, to make sure the agents can answer calls quickly.
1 vote -
Automatic Call Routing Based on Caller Address
We would like to request a feature enhancement that allows the RingCentral system to automatically detect the address of an incoming call (based on the caller ID or associated account information) and reroute the call accordingly.
Our business receives calls from tenants across multiple territories. Each territory is managed by a specific receptionist or department. Instead of routing all calls through a central menu or requiring the caller to manually choose an option, the system would intelligently recognize the caller’s address and automatically route the call to the appropriate receptionist or team.2 votes -
Unavailable codes for Ringcentral Call queues - similar to Unavailable codes in CXOne.
Create unavailable codes for users participating in Call Queues, that allows administrators to monitor time spent on each unavailable code.
Codes such as Lunch, Meeting, Special Project, or even custom codes for specific team use would be very useful and can allow administrators or team leads to filter these in the Analytics. This would be on par functionality with the Ringcentral Contact Center feature.
1 vote -
Configurable call queue Ring Settings per call queue member
When the call goes to the call queue, it rings to the first person and continues to ring to the first person, but then has the second person also get the call after two rings, and then it continues to ring to the first and second person, but has the third person start getting called after four rings, and so on and so forth. So, it doesn't end the ringing for the 1st person when it moves to the 2nd, it just continues to add more people into the ringing.
4 votes -
Only ring call queue members
If a call comes in to the call queue, it follows the Ring Settings of the members.
If the member has another user assigned to their Ring Setting, the call will also be routed to the other extension.There should be an option to only ring the call queue member's phone when receiving calls from a call queue.
1 vote -
have an ability to record calls on the extension including to the call queue even though the call does not have an automatic call recording
Customer wants to still have an automatic recording for all the extensions included to the call queue even though the call queue is not enabled for automatic recording.
1 vote -
When listening to a voicemail, it should mention the call queue name
When listening to a voicemail of a call queue, it will mention the name of call queue prior the message. For example this call is from ( Call Queue Name) then the message.
1 vote -
Option for call queue overflows to route to voicemail
Option for call queue overflows to route to voicemail
1 vote -
Add 7-Minute Wait Time Option to Call Queue
Please add a configurable 7-minute wait time option to the call queue. This enhancement would allow teams to better manage caller flow and reduce abandonment rates by providing more flexibility in setting queue durations. Currently, available wait time settings do not meet all operational needs, and adding a 7-minute interval would help balance customer experience with agent availability. This adjustment would be a valuable improvement for optimizing call handling and overall queue performance.
1 vote -
1 vote
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Adjustable Que "Time Limit"
Add a timer function that can be adjusted by the member or admin to allow someone to set a timelimit to automatically remove themselves from que after 8 or 12 hours. Our member remember to log into que "normally" but forget to log out after a shift because ... well lets face it their mind is on going home at that point. So if they could select a timer before entering que for an adjustable time or even a set time 8hr, 12hr, or indefinate that would leave one less thing for human error.
2 votes -
Call Queue Report to show the duration between when a customer leaves a voicemail and when they are subsequently contacted
To have a report that shows the duration between when a customer leaves a voicemail and when they are subsequently contacted.
7 votes -
Auto Sign-Out for Call Queue Agents After Hours
Currently, agents must manually toggle themselves on and off to accept calls from a queue. This manual process is prone to human error, as staff frequently forget to toggle off at the end of their shift.
When an agent forgets to toggle off and is then absent the next day (e.g., sick leave, vacation), the system continues to route live calls to their empty station. This creates a "phantom call" that rings without an answer until it times out and overflows.
Proposed Solution:
Introduce a new administrative setting within the Call Queue configuration that allows for an automated daily reset…1 vote -
Call Queue Management
We would like to have a detailed report on how long a member of the call queue group went online, when did they log off, how long were they logged off, when did they come back or how long did they stay online in the group.
1 vote -
Call Queue management
We would like to have a more detailed information of how long a member of a call queue stays active, when did they log off, when did they come back or how long they stayed out of active status.
1 vote
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