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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.

    12 votes

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    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
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  2. toggle switch for queue hours

    We currently use a bypass rule for when we are closed for a holiday so that we can have a "closed for the holiday" message. In addition to adding the dates/times in the bypass rule for the holiday I also have to go into each queue we have (6 of them) and change the hours to correspond with the bypass rule. If I don't then someone calling in will hear that we are closed but then when selecting from the options menu for a department, it will ring and ring if I don't set the hours of each queue to…

    6 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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