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106 results found

  1. User(s) currently taking calls in call queue(s) should be notified for incoming calls

    Currently in a call queue, when one of the user is on a call and an incoming call comes in, the user currently taking the call won't be notified about the call. Only the other free users are. As a result, there should be an option in the call queue to notify everyone in the call queue for incoming calls, including those currently taking calls.

    11 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  2. Remove Missed call tracking for a Call Queue call.

    For the missed call display on the hard phone, customer does not missed called displayed when a user misses a Queued Call or a Ring Group call. They only what to see this on the hardphone for direct DID calls to their phone. When queued or ringgorup calls are missed by one user and handled by another user, the user that missed the call could potentially call back a customer not knowing the customer already had their question/issue taken care of. Not a good customer experience (or a end user experience)

    21 votes

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    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  3. Have the option to have Call Queues show up as company contacts

    We are using a Call Queue for our IT Department Helpdesk. Right now, that contact doesn't show up as a company contact. On mobile, it shows up under Others, but that isn't really isn't ideal. I'd like to request having the option to include a Call Queue as a company contact. There should be something like a toggle switch in the settings of the Queue that would allow us to see this or not.

    6 votes

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    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  4. Call Queue Hold Time Routing

    Would be nice to be able to route calls to an overflow queue when maximum hold time for the queue has been reached. Currently the only option is to send the call to voicemail. The ability to send the call to another call queue would be very helpful.

    10 votes

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    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  5. Delete Call Queue Member Confirmation

    4 votes

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    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
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  6. Call Queue Analytics > Agent "accepting calls" time tracking

    Customers need to be able to do ad-hoc reporting to determine when agents in a queue (or multiple queues) are available / not available (presence) AND "Accepting call queue calls" or not "Accepting call queue calls"

    8 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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