267 results found
-
Ability to route the call to the call queue member who has answered the fewest calls.
Ability to route the call to the call queue member who has answered the fewest calls.
For example: If agents 1, 2, and 3 are part of the call queue, and agents 2 and 3 have answered 5 calls each while agent 1 has only answered 2 calls, the next call should be forwarded to agent 1 regardless of whether agent 2 or 3 has more idle time.
1 vote -
Set Ringtones for Different Call Queues
For users who are members of different Call Queues, allow them to set different ringtones to allow at an auditory level to differentiate between them. Both for App and Phone.
1 vote -
Marking calls in the "Missed" section read so we don't have to delete them to clear the log.
here should be an option to mark "Missed" calls as called back or read or something similar. We need to clear our missed call log and it used to stay on the all call log but it doesn't anymore unless we call out. There should be something that allows us to clear missed calls from that log without having to resort to deleting them. Thank you
1 vote -
While waiting options
Create options while customer is waiting in queue:
Thank you for your patience.
If you would like to continue holding, please press 1.
If you prefer to receive a call back without losing your place in line, please press 2.
You will be called back in the order your call was received.1 vote -
Export file for error for call queue
Customer is requesting a database for us to export why call queues have bugs, or the queue is not working properly for them to check the errors.
1 vote -
Multiple call queue members should be able to send and receive SMS messages. Currently only one member can be assigned to process them.
Multiple call queue members should be able to send and receive SMS messages. Currently only one member can be assigned to process them.
1 vote -
Ability to create Analytics reports that will tell when a member log in/log out from the call queue
Ability to create Analytics reports that will tell when a member log in/log out from the call queue
11 votes -
Analytics call queue reporting
Call Queue Reporting
We have multiple Call Queues all with different Freephone or NGN numbers, when called the call is then forwarded to our Call Queue of 12 Agents.
If need be, the call is then transferred to the relevant department which is entered by a team member.
Currently Analytics shows this as 2 calls taking place, being the call coming in and being answered by the agents, and then being transferred to the specific department.
That is correct by design, however i would like to see this as being 1 call, from end to end. A potential client calling…
3 votes -
Advanced Call Queue Reporting for Missed Calls
The current call queue reporting system logs missed calls as individual entries, which can create confusion when multiple notifications for the same call appear. To enhance reporting accuracy and usability, we propose an Advanced Call Queue Reporting for Missed Calls feature.
Proposed Enhancement:
Missed Call Consolidation
Instead of logging every missed call notification separately, the system should consolidate missed call attempts from the same caller within a single call session.
Example: If a caller attempts to reach an agent multiple times within a defined time window, it should be recorded as one missed call entry instead of multiple.
3 votes -
Displaying Caller ID Instead of Call Queue Name on Incoming Calls
The customer wants to remove the call queue name when a user is receiving a call. They would like to display the caller ID or the number of the person calling instead of the call queue name.
3 votes -
Call Recording Access for Queue Overflow Calls
When a queue call has gone to the overflow queue and was answered by a member of the overflow queue, the user has no access to the call recording.
It would be helpful to add an option to grant overflow member (who answered the call) access to the recording of overflow call.
4 votes -
bring live reports type view into RC app
Need to have the ability within the RingCentral desktop app to view real time analytics. This will give employees the ability to understand how many other calls are waiting to be answered as well as understand who else may or may not be logged into the call queue.
1 vote -
Add Tracking Number to a Call Queue Call for easier tracking
These numbers will be used in specific campaigns—such as on postcards—to help us evaluate the effectiveness of each effort.
Here are the details:
Purpose: To track incoming calls generated from marketing campaigns
Tracking Benefit: This setup will allow us to log and attribute incoming calls to their respective ad campaigns, helping us understand which campaigns are performing well.
1 vote -
Outbound Caller ID Name on Call Queue
Request: Use the call queue name as their outbound caller id
17 votes -
Custom Rule to bypass Call Queue Settings
Be able to create custom rule that will change the concurrent call per member on a specific user only and maintaining the number of concurrent call per member for call queue.
1 vote -
Custom Rule to bypass Call Queue Wait settings
Be able to create custom rule to change the concurrent call per member under wait settings for specific user only.
1 vote -
Call queue wait settings - to bypass the maximum caller wait time
Call queue wait settings - to bypass the maximum caller wait time settings when caller want to just leave a voicemail
4 votes -
Callers in the call queue that's has no caller id or anonymous calls should go directly to vm.
Callers in the call queue that has no caller id or anonymous calls should go directly to voicemail so we can give them a call back, instead of blocking the number
1 vote -
Ability to Forward Extension to Queue Without Causing a Loop
the ability to forward calls from an extension to a queue where the user is also a member, as well as restricting calls to the user’s extension from a specific list of allowed extensions.
1 vote -
Add more than 15 mins wait time in call queue
We desprately need more than 15 mins wait time in call queue. At least 45 min at very minimum
1 vote
- Don't see your idea?