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180 results found

  1. 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 →
    How important is this to you?

  2. 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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  3. 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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  4. 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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  5. 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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  6. The ability to forward a call to an external number when a call queue member is busy

    2 votes
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  7. 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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  8. 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 →
    How important is this to you?

  9. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  10. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  11. 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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  12. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  13. 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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  14. Exporting Call Queue Manager's List

    We want to be able to download or export the call queue manager's list so we can have visibility in one file and not need to check each one individually in the admin portal.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  15. Call queue, Extend the call transition time after the initial user decline the call

    Customer wants to Extend the call transition in call queue if the initial user decline the call before the call to move to the next user.

    2 votes
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  16. Ability to Forward Call Using a DSS Key Configured in Yealink T48U

    The Yealink T48U phones has a DSS key configured to forward calls from call queue and calls on user's DID to call queue. Its efficient when call forwarding is setup on the phone instead of enabling it on every users extension or ask users to enable it using their access, when needed.

    This feature should be available as it is practical and more convenient way on forwarding the calls either from call queue extension or on user's DID.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  17. TimeClock for Users in RingEX

    Provide a TimeClock for Users in RingEX so managers can see how long a user has been logged into the phone system. Great to add for Live Reports and add within Business Analytics

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  18. Text-to-speech option for Voicemails for Call Queues

    Text-to-speech option for Voicemails for Call Queues

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  19. Place holder prompt in phone queue

    When a customer calls in, we should have a prompt that allows the customer to leave their phone number to "hold" their place in the phone queue. When the customer is next in line the system calls them back to queue the call for a representative.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  20. Interdigit timer

    Customer request interdigit timer to be increased for inbound caller to have more time to enter DTMF in between numbers.

    Currently the interdigit timer is 2 seconds. If the caller takes more that 2 seconds in between entering DTMF, the system routes the call.

    For example: If a caller wants to press extension 1234 and if they take more than 2 seconds to enter the DTMF in between pressing 1 and 2, it will route the call to extension 1 because it took more than 2 seconds to enter the number 2.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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