2 results found
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Add Public Holidays into the Call Queue Schedule
I understand that we have custom rules in place but when you are a big organisation with multiple call queues in different time zones the config can become a mess.We have simplified our call queues by using the overflow features instead of custom rules. This has set our routing in place and now we want a feature to be able to specify when the office will be closed.We should be able to input public holidays in the schedule, automatically setting that call queue to not available on the specific days.
53 votesPlanned ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This will be implemented in November 2024 as Call Queue Custom Rule Templates!
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Allow disabling "Accept Queue Calls" under roles for extensions assigned to queues
It would be extremely useful to be able to disable an associate from removing themselves from taking queue calls. As you can imagine, if an employee chooses they no longer want to take calls but their supervisor did not approve it. They could stop taking calls without the supervisor ever knowing (Not good for anyone). This also requires additional reporting. We also have an extra step of pulling a report to see which associates took themselves off of queue calls every day (Not efficient). I believe it would be helpful to be able to exclude that feature through roles whether…
179 votesPlanned ·AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
Planned for November 2024!
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