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Admin: change users (DND, available, offline) in call queue

As an admin, I should have the ability to change any extensions DND status. If an agent leaves their desk and forgets to remove their phone from the queue, I have to log into their extension and change it for them.

  • Deleted user
  • Jul 29 2020
  • Implemented
Product Line RingCentral Phone
  • Admin
    Jessica Hernandez commented
    11 Feb 05:44pm

    Hey Kenny (and everyone)

    We've un-merged this idea: https://ideas.ringcentral.com/ideas/DPW-I-3 to be a place for all of the votes on setting user status outside of call queues. Product is asking for specific use cases in this situation that would impact your daily work routines.

    Thanks all!

  • Kenny Hall commented
    10 Feb 10:52pm

    @Becky Hensley A couple of the ideas that have been merged to this one state the need for the ability to change the status, DND or otherwise, for any user without mention of queues. Those ideas are marked as Implemented, so can you unmerge them from this one and merge them together as an idea that has not been implemented?

  • Admin
    Becky Hensley commented
    10 Feb 10:42pm

    Team, Thanks for your feedback on this. The original idea states, " If an agent leaves their desk and forgets to remove their phone from the queue, I have to log into their extension and change it for them." The information Jessica provided is accurate for this idea.

    If your use case is not in regards to call queues, we'd like to either create a new idea to address that need or unmerge an idea that reflects your use case explicitly.

    Our team is going to review the merged ideas to make sure they weren't merged incorrectly.

    Please shoot us an email at Ideas@RingCentral.com and we'll be glad to coordinate the appropriate idea with your use case.

  • Blake Bokowski commented
    10 Feb 10:23pm

    We have standard and if you mean OUR "account manager" is able to change this, then that's not true either! We still can't do what was told. Even though it's been mentioned already that we want access for admins to change the USER's STATUS... not the user's status within a specific queue.

  • Kenny Hall commented
    10 Feb 10:15pm

    This idea has been marked as "Implemented", but that is not true. The idea clearly states "ability to change any extension's DND status" and the instructions that have been posted are for queues only.

  • Anthony Cherry commented
    10 Feb 10:03pm

    This apparently only applies to customers who use Call Queue. This "idea" was clearly asking to have this ability for individual extensions. This should be declared "Imoplemented". Perhaps one of the idea's you merged into this one, but certainly not this Idea.

  • Mike Burnett commented
    10 Feb 09:45pm

    Agreed. If a person leaves for lunch and forgets to change their status to DoNotDisturb, meanwhile gets hit by a truck and has no way to get back to work to change their own status, we need a way to change it for them.

  • Sasha Madfes commented
    10 Feb 09:34pm

    The instructions provided are only for call-queues. We need this for physical deskphones, softphones, etc as well.

  • Jessica Hernandez commented
    10 Feb 09:28pm

    Hello everyone this is available natively for Premium/Ultimate packages. It can be enabled my account manager for Essentials/Standard package accounts.

    Learn more about remote member management here:
    https://support.ringcentral.com/article/Remote-Member-Management-for-Call-Queues.html

  • Erin McCaffrey commented
    14 Jan 07:27pm

    2022 and still not yet?!?

  • Joe Cache - 1601 commented
    29 Dec, 2021 01:04am

    Year and a half later... come on - it's not that hard to program in. ;)


  • Jay Aldridge commented
    20 Nov, 2021 05:07pm

    Admin should also be able to add users to queue calls..

  • Sergio Herrera commented
    21 Oct, 2021 11:09pm

    Back in Cisco CM, it was the easiest thing. Has this been made possible yet for RC? Please tell me that it's a yes.

  • Josh Berman commented
    27 Sep, 2021 04:59pm

    YES YES YES PLEASE MAKE THIS A REALITY!


  • Daniel Svoboda commented
    28 Jun, 2021 09:06pm

    Just had a call and after switching from a low brow system to ring central I get asked by our management daily about why I am not helping handle making these changes and after several calls it is obviously something I feel needs to be added as would save both support and myself time in making these changes that we have happen throughout every day.

  • Jennifer McCarthy commented
    28 Jun, 2021 09:58am

    One of the singularly most frustrating thing about this system - how was this not a function from day one?

  • Guest commented
    7 Jun, 2021 08:04pm

    Also if it would show on the Desk Phone with a light or the red circle next to the users that have made themselves DND that would be amazing!

  • Mike Burnett commented
    20 May, 2021 06:21pm

    It is now almost a year later that this excellent suggestion was made and still not available. Come on RC. This needs to be a function for admins at a minimum.

  • John Oliphant commented
    20 May, 2021 12:30pm

    This was a common Admin function when we ran a Cisco system, and I was very surprised that I couldn't do it in RC.

  • Jordan Wright commented
    22 Apr, 2021 04:32pm

    Is there a way to sync the DND button on the physical desk phones to the account status of DND? i.e. press the DND button on your Polycom phone and your extension is changed to "Do not disturb"

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