315 results found
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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 -
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 -
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 -
Call Queue Members Should Be Able to Receive Email Notifications When Unable to Answer Call Queue Calls
Implement an email notification system for call queue members to alert them when they miss calls from the queue.
2 votes -
Option to add External Number into the Call Queues (Group)
This is useful and convenient when we want to add an external number to group in Call queues.
2 votes -
Call Queue Feature Request- Simultaneous routing with overflow
I want to request the ability to have a call queue that allows for a "simultaneous" ring style, with the option to include an overflow system. Overflow members can only be added if the routing method is set to "Fixed" or "Longest Idle." This limitation challenges our organization, forcing us to use routing methods unsuited to our needs.
It would be highly beneficial if all primary members in a call queue could have their phones ring simultaneously, and in the event none of them answer, the call could then be routed to the overflow queue. The fixed order routing method…
8 votes -
Allow the same user to be in both the primary call queue and the overflow call queue
Allow the same user to be in both the primary call queue and the overflow call queue simultaneously, by simply adjusting their queue status, rather than removing them from the primary queue when they need to serve as the overflow agent.
2 votes -
BUSY CALL FORWARDING
Busy Call Forwarding. It is a basic necessity that phone companies have offered for years. It needs to be a basic stand-alone feature available on any extension, as well as in Call Queues.
Right now, it does NOT work and not one technician at Ring Central as been able to offer a workable solution for an office/call center. If I pick up ext 101 to make an outgoing call. A customer calling in goes straight to voicemail. Ext 2 does NOT ring! The customer thinks we are not in the office (out of business).
This is what should happen in…
5 votes -
Incoming Call Information Display
Incoming calls to call queue extensions should display the Caller ID Name + Caller ID Number on the RingCentral app. In a typical scenario, users save a contact’s name in their phonebook and expect the system to show both the Caller ID Name and Number on the incoming call pop-up when that person calls.
Current Limitation: This functionality is not supported. If the PSTN does not provide the caller’s name, the system does not pull the name from the Contacts list. The reason for this limitation is the ambiguity in handling cases where multiple accounts have saved the same number…
3 votes -
Multiple site names - to be used as call que display information
When a caller call a multi site IVR - and selects 0 to be transferred to a call que receptionist . We are looking for the multi site name to be displayed for the call que reception . This is a benefit when answer calls for muti sites name that the call was rerouted from to show.
2 votes -
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.
6 votes
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