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179 results found

  1. Ability to assign specific call queue members based on certain dates/times.

    Ability to assign specific call queue members based on certain dates/times.

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  2. Add Rollover extension in IVR setting

    When pressing an option to be directed to a certain department we have the option to select the extension the call will be routed. Please add a way to apply a second extension if the first extension does not pick up.

    1 vote
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  3. call will roll over from the extension and if no one answered, it will be routed to Call queue. And if that case happened, it should not be

    As the call will roll over from the extension and if no one answered, it will be routed to Call queue. And if that case happened, it should not be showing as missed call on the analytics.

    1 vote
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  4. Answered elsewhere

    The ability to turn off the answered elsewhere feature so users can't see who answered the call.

    2 votes
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  5. block callers from dialing other extensions while waiting on queue

    I would like to request a feature that allows us to block callers to jump to other queues by selecting a number at an inopportune moment

    1 vote
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  6. Feature Request : Allow to loop calls from 2 call queues continuously

    Feature Request : Allow to loop calls from 2 call queues continuously

    Details : at the moment when the calls are set up to loop between 2 call queues when it reaches a certain amount of times routed on the same queue it announces a error message then disconnects the call instead of continuing to loop the call between the call queues

    Current behavior : when callers loop back multiple times on a call queue it announces a error message then disconnects the call

    Brand : BT Business

    1 vote
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  7. use the same number for user extension and call queue

    Would like to have a user extension use the same/single number in a call queue. clients would like to call and text the same/single number

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  8. Queue member desk phone in DND

    When a member within a queue (when the member has a deskphone) puts the phone in DND - it throws the queue off and all calls to the main number of the queue ring to a recording and then disconnects. This has happened twice within our organization. This SHOULD NOT happen. Any member with a deskphone should be allowed to put the device in DND without it affecting the ENTIRE queue status.

    3 votes
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  9. Remove "Please wait for the next available agent" greeting in call queue

    Specific music : Please wait to speak to the next available agent

    There is a message on the call queue that is saying that in french :
    "Veuillez patientez pour parler au prochain agent disponible."

    Can we turn off the message ? can we modify it ?
    When does this message is readen ?

    This is not the message of the following menu : "Call Queue Greeting"

    I think this message is the message associated with the following option :
    - "When members are available, but no members answer or all members are busy or unavailable "

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  10. Whisper to call queue

    The client wanted to have a whisper feature on call queues. This whisper can tell the employees the details of the incoming call example what issue or from what IVR option.

    1 vote
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  11. Admin assigned as the call queue manager can assign the status of the members

    Admin assigned as the call queue manager can assign the status of the members and can toggle the button for the members to receive or not to receive any calls.
    No users on that call queue will be able to remove their selves on the queue and their status is available to accept queue calls

    1 vote
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  12. Be able to see status messages of users so that if they use the Processing Call status we can see how long on average this takes

    Be able to see status messages of users so that if they use the Processing Call status we can see how long on average this takes (as part of reporting)

    1 vote
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  13. Call Queue handling

    I am looking to set up the following call routing configuration, which I was told is currently not possible:

    I have a call queue with 3 members. When the main number is dialed, I want the phones of these 3 members to ring simultaneously for about 20-30 seconds. If the call is not answered within that time, I want the call to continue ringing on the same 3 members’ phones plus an additional 4 members’ phones, making a total of 7 phones ringing simultaneously. If no one answers after another 20-30 seconds, I want the call to go to the…

    2 votes
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  14. Announcement after Ringing all extensions

    The client wanted to have an announcement option that can say "If you know thew party's extension please dial now", after ringing all the extensions on the call queue.

    1 vote
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  15. Ability to receive incoming calls for two call queue with one incoming number.

    Ability to receive incoming calls for two call queue with one incoming number.

    1 vote
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  16. Press 0 key and call routes directly to that call queue's specified Extension

    What is Working;

    If someone calls my direct number and presses "0" while in voicemail, they are automatically routed back to the site extension where I am currently a member.

    Here is how we want the mapping set up:
    Test Call Queue Ext. 123 - the "0" press in voicemail should route to the specied Call Queue Extension

    1 vote
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  17. Simulatious Rings "Phone Tree"

    It would be nice to have the ability to set up a phone tree where we can have incoming calls ring 2 different users for 4 rings then once they don't answer it goes to a different 2 users for 4 rings, then auto attendant.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. Allow one full pass through a queue without a wait timer

    We have small specialist teams of 3-6 for some call queues. Instead of a 30-60 second timer that repeats through the queue, a feature that would instead call each agent individually and end when the last agent passes/ignores the call without repeating the queue would be a great feature.

    Currently, if all agents pass and there is still time left, the queue repeats until the timer ends. Choosing a specific number of passes (one or more) would help a lot for small queues/businesses.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  19. Detect which country calls is from, and have an appropriate whisper.

    customer would like to have the feature where the system can detect which country the calls are coming from and have a whisper before the call informing the recipient of the call. And also have the option to choose how many time the whisper is repeated.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  20. deskphone number to be assigned as direct number for call queue

    ability to use the digital line to be assigned as a direct number for a call queue

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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