RELATED IDEAS
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 the extension is assigned to a queue or not.
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- +25
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Alerts when entering and leaving call queue + restricting users from exiting call queue
Kind of baffling to me that there is no option to restrict users from exiting a call queue nor is there a way to send alerts to a manager if someone stops accepting call queue calls. Only option we have right now is to create a custom role for the...
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Under review
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Members of Office call queues are not able to manipulate their call queue status
When "Allow members to change their queue status" is activated in their queue, members that toggle off and on "accept queue calls" manipulate "member status" and not "queue status". As a result, Managers must go in and manually adjust each queue w...
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Under review
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MERGED
Disable option for associate to change accept call queue calls status
I manage a call center- Reps should take call queue calls at all times unless away from their desk. Currently reps can update their status to not accept calls. This seems as if its manager decision to turn off or on.
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Under review
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Disallow user to have an option to Toggle (Accept Call Queue on or off )
Hi, i have a client that wants to have the users to not have the ability to toggle it on or off as she is one of the administrators and does not want users to have that option. We have checked all call queue settings of the members to ( Not allow ...
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Under review
why a user cant remove himself from a queue if he is not an admin? please, implement it asap
What are you waiting for to get this done? Many of your users should reconsider keeping RC as their phone system.
We have remote workers that are slacking off and not accepting calls by toggling off 'accept queue calls', we urgently need this feature.
Commenting for visibility.
Need this feature!
Need!
I agree that as admins we ought to be able to disable this feature from end-users. We get complaints about calls not "going through", only to see that it's because users have disabled themselves.
Maybe a good ides would be for the disabling only to be done when on Vacation Mode, or to ingegrate a timer to automatically reset to available after x amount of hrs.
Having said this, I did find a work-around. Not ideal, time consuming and not permanent...but may help an immediate need:
Delete the user from the call queue. If they belong to more than one, remove from all call queues. Then, add the user back to the queue. When they are added, they are automatically available.
Is this something that can be disabled in roles??
Same with us. This is a headache for mgmt. We didnt have to keep reminding the staff NOT to turn off "Accept queue calls". This should be an option an admin can turn off.
This is a major problem for our company. We need to be able to disable users from toggling this setting. It creates confusion on there part and potential missed customer calls overall negatively impacting the business.
This has become a major issue at our company as well.
Users tend to confuse this setting with the silence incoming calls on their mobile phones. Being able to take this setting away from them would help with that confusion.
Why isn't this a feature already?
Please , we need this Asap. It's not very convenient to have people getting out of the queue whenever they feel like. I don't know how developers thought this was a good Idea.
Any idea if this will be implemented?
This Feature should be implimented soon. Not sure why this was not though of by the Ringcentral Development team.
Please get this implemented.. Agents should have no option to remove themselves in the queue. Unless on Break. Maybe put a "Break" option or something.. "
Need!
Cab we get this done? It is, in my opinion, a must. People jumping off the queue without approval is one thing but trying to track down the who and when is also a complete nightmare.
Is there an update on this? The lack of visibility and reporting on this within RC is very frustrating.
Anything done regarding this option.?