Community Ideas

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In the Ideas Portal, we encourage you to share your ideas and feature improvements for RingCentral products. Whether you're an admin supporting your whole team on the RingCentral app, an employee attending meetings with RingCentral Video, or a developer using integrations, we want to hear from you!

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Fix Custom Rule Issue for Call Queue Members

Apparently, on September 1, 2020, RingCentral removed the ability to apply custom rules for users in queues.

https://support.ringcentral.com/s/article/11205-Call-Queue-Overflow-Call-Handling-Behavior?language=en_US

Scenario:
User is assigned to an intake call queue. User needs 30 minute scheduled downtime at the same time every day to not take calls. We create a custom rule to send any calls to that user from 10am - 10:30am to the Queue for the next available agent to pick up.

Issue:
Because of the new update, the user can no longer receive calls from the queue at any time using the Desktop App.

Resolution:

We have troubleshot this with Support for upwards of 7 hours to find out it's a feature that is no longer working as of 9/1/2020.

We would like the ability to schedule breaks for our intake team so the user is automatically set to unavailable during their allotted time slot. This avoids intake users from taking too long of a break.


  • Guest
  • Sep 29 2020
Benefit of such feature This would allow our intake call team to regulate down time off the call queue. This function used to work.
Product Line RingCentral App
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