394 results found
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Call queue logs visibility for unavailable call queue members
The call logs of the call queue group should be visible for unavailable members(in the RC app), also, not just for available members on the queue.
2 votes -
Call queue allow members to change their queue status
Need a third option in this drop-down that allows specific members
to change queue status. Currently, it's all or nothing (screenshot below on where the option is
needed).1 vote -
Group > Call Queues > Overflow Group - Ring Simultaneously
Group > Call Queues > Overflow Group - Ring Simultaneously. When I configure this, I just get two options Longest Idle and order.
Reason we find this extremely handy is we can put our admin/receptionist(s) in the first group and then overflow to the rest of the office if they cannot get the call. Improved call flow rather than just ringing everyones PC/Phones/Mobile on every call.
Thank You
26 votes -
Maximum caller on queue
We would like to configure a lower maximum number of allowed callers for the call queue. For example, the queue has 6 users set to ring simultaneously, but once 3 users are already engaged on active calls, the 4th incoming caller should be automatically directed to voicemail.
This type of behavior is available in other phone systems, such as Zoom Phone, and we would like to achieve a similar setup.
1 vote -
Maximum Caller in Queue
We would like to configure a lower maximum number of allowed callers for the call queue. For example, the queue has 6 users set to ring simultaneously, but once 3 users are already engaged on active calls, the 4th incoming caller should be automatically directed to voicemail.
This type of behavior is available in other phone systems, such as Zoom Phone, and we would like to achieve a similar setup.
1 vote -
Analytics Abandoned call filter
Our company needs to check abandoned calls so we can return calls to customers who didn't complete their interactions. It would be beneficial to have an abandoned call filter under the Performance report > Calls section. This would allow us to easily identify and follow up with customers who abandoned their calls, improving our customer service and potentially recovering lost opportunities.
1 vote -
The option to answer calls from a call queue of which I am not a member
RingCentral does not currently support notifications for users who are not members of a call queue. Specifically, there is no feature that allows non-members to be notified and answer incoming calls for a specific queue. It would be nice if this feature is available.
1 vote -
Incoming Call Information | Display Settings
To have an option in the RingCentral System wherein 3 information will appear if the call is coming from call queue.
-Call Queue Name.
-Caller ID Name.
-Caller ID Number2 votes -
Call Queue - Answer in Priority
The ability to answer the primary call queue or pick a call queue to answer when a member is part of multiple call queues. The current call queue pick-up feature has an alert timer that can't be set to 0, so this does not resolve the requested feature. A primary call queue should always be the first that the user can answer by default.
2 votes -
Multi-Layer Custom Rules - IVR MENU - Limited Employee Hours
Multi-Layer Custom Rules, when a customer enters the IVR menu AND it is after a certain time AND they press a certain extension (with an EXTERNAL CALL FORWARD #), THEN they get routed to VOICEMAIL.
This is for employees etc that have limited office hours and are not reachable past certain hours of the day.
1 vote -
Receive notification for missed Call Queue calls
Request:
To receive a notification on BTCW app/Physical phone when no members on a Call Queue are able to answer a call.Brand: BT
1 vote -
Allow call queue managers to modify managers in the queue
Call Queue – Allow Standard Users assigned as call queue managers to add or remove other managers within the queue.
5 votes -
A call queue permission level that grants users access to view analytics reports for specific call queues while preventing any modifications
A call queue permission level that grants users access to view analytics reports for specific call queues while preventing any modifications to the queue settings.
2 votes -
Call Queue Wait Settings - wait time
several customers are asking to have a longer wait time on queues.
currently the max wait time that can be configured is 15 min, ideally having more options 20 , 30,45,60 min49 votes -
Maximizing call queue wait settings
Maximize call queue wait settings. Let's say you do have 30 seconds on your wait settings, RingCentral needs to maximize that wait settings to finish call queues Welcome greeting, Waiting in queue music & Wait announcement before it routes the call to voicemail. What's happening is it's not following the behavior. Please consider this as an option.
1 vote -
Create a Do Not Call Application or DNC for RingEX
Create an RingCentral Do Not Call (DNC) Application for RingEX (Call Queue agents) or at least create the app in RingCX to be consumed by RingEX. Customer is a very large insurance company with 40,000 users plus their non-RingCentral Contact Center.
2 votes -
Have a Shared Call Log for all the users in a call queue
Have a Shared Call Log for all the users in a call queue so they can see if somebody else already called back the call they just missed
1 vote -
Combine or Merge Call Queue
There should be an option to combine or merge call queue groups instead of manually adding and deleting members
1 vote -
To have an option, to stop routing when an extension was dialed.
To have an option, to stop routing when an extension was dialed.
1 vote -
Allow Voicemail Greeting Recording Using Internal Extensions
Currently, when recording a voicemail greeting using the ‘Record via Phone’ option, the system requires an external PSTN number. Internal RingCentral extensions or company numbers cannot be used, resulting in a connection error. We are requesting an enhancement that allows administrators or authorized users to dial in using an internal extension to record voicemail greetings for Call Queues and Groups. This would improve usability, reduce dependency on external numbers.
1 vote
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