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172 results found

  1. 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

    22 votes
    New  ·  3 comments  ·  Call Queues  ·  Admin →
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  2. 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 min

    41 votes
    New  ·  3 comments  ·  Call Queues  ·  Admin →
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  3. Physical phone accept queue calls status

    I would like to see a button similar to Cisco's Hlog button on physical phones. This would allow the user to change their status for queue calls from the physical phone instead of forcing them to log in to the application to do so. Possibly with a status light on the button to indicate if they are logged in or not.

    6 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  4. Call Queue Report to show the duration between when a customer leaves a voicemail and when they are subsequently contacted

    To have a report that shows the duration between when a customer leaves a voicemail and when they are subsequently contacted.

    7 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  5. Inqueue Callback: Changing Number Confirmation Prompt

    Inqueue Callback: Changing Number Confirmation Prompt
    Our company would like the ability to change the caller ID confirmation message. Currently, it does not say to hit # to confirm the phone number, causing confusion for our clients. The number will confirm if you press # or wait, but because the prompt does not mention to press #, customers feel like they are getting ”stuck”.

    36 votes
    New  ·  3 comments  ·  Call Queues  ·  Admin →
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  6. Allow # Sign Command for Direct Voicemail Routing on Call Queues.

    Current Feature Description:
    Currently, when dialing an extension, pressing the # key routes the call directly to that extension's voicemail. However, this command does not apply to Call Queues.

    Feature Request Description:
    Request to modify the current system behavior to allow the # sign command to route calls directly to the voicemail of the individual users within a Call Queue when dialed.

    Use Case / Business Need:
    In many instances, users in a Call Queue might prefer that calls routed to the queue can be directed to the voicemail of specific users within the queue using the # key. This…

    6 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  7. add minimum of 3 number of callers allowed in queue

    add minimum of 3 number of callers allowed in queue, as requested by Josh for Calm Consultants

    24 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  8. Notification for Returned Missed Calls

    Add an indication to show when a missed call from a queue has already been returned by a member. Currently, this information is not available, leading to multiple callbacks to the same customer by different queue members. This creates a significant issue for call tracking and negatively impacts the customer experience and satisfaction.

    4 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  9. Reports about agents being able to "Accept queue calls"

    Ability to show a report that shows how many times users enable/disable "Accept queue calls" feature.

    3 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  10. Call Queue Wait Settings - max callers in queue

    currently we can add up to 25 callers in queue.
    Ideally it is important to have a max of 100 callers in queue, with extra multiple options like 30 -50-75-100.

    21 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  11. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  12. Call Queue Notification

    To implement a notification for a call queue member when a call is coming from a call queue group

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  13. Allow Infinite Call Looping in Call Queue

    Background:

    The account is currently set to loop calls between two call queues.
    They wanted a feature in which call looping continues indefinitely until someone answers the call.
    Currently, it only allows the call queue to loop twice then the call disconnects and got the error "we're facing a technical problem, please try again later."

    8 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  14. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  15. Bulk Disable and Delete Call Queues

    Add option to bulk disable and bulk delete Call Queues, similar to how this can be done for Users.

    4 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  16. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  17. 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
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  18. Outbound Caller ID Name on Call Queue

    Request: Use the call queue name as their outbound caller id

    13 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  19. If the call from call queue was on hold for more than 5 minutes it should be transferred to an external number

    Customer would like to have the features wherein call that was place on hold under Call queue will be transferred to an external number if the duration reach for 5minutes and more

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  20. ability to transfer the call to external number when no one is available on queue

    Customer wanted to have an ability where the calls will be redirected automatically to an external number when no one is available. Current behavior is the calls are still being routed to the queue even the extensions are not available

    5 votes
    New  ·  1 comment  ·  Call Queues  ·  Admin →
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