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65 votes
This will be implemented in November 2024 as Call Queue Custom Rule Templates!
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Claire
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Feature Summary:
Request to enable the Call Queue Booster Callback feature to work when inbound calls are made to Australian 1300 and 1800 numbers.Current Behavior:
At present, the Call Queue Booster Callback feature does not trigger or function when customers call a 1300 or 1800 number associated with a Call Queue.Expected Behavior:
Customers calling 1300 or 1800 AU numbers linked to a Call Queue with Call Queue Booster enabled should also be eligible to receive the Callback option, similar to standard local or direct dial numbers.Use Case:
A customer calls a company’s 1300 or 1800 support number routed to a RingCentral Call Queue with Call Queue Booster enabled. When queue wait times are high, the caller should receive the option to request a callback instead of waiting on hold.Request:
Please consider enhancing the Call Queue Booster Callback functionality to support Australian 1300 and 1800 inbound numbers.Region Affected:
Australia (AU)Feature Area:
Call Queue Booster / Callback FeatureClaire
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The customer also suggested that it would be beneficial if User Templates supported custom rules, particularly for configuring public holidays. This would allow administrators managing users across multiple regions to apply region-specific holiday schedules more efficiently.
Additionally, the customer requested the ability to create individual custom call handling rules that apply specifically to Call Queue calls, separate from a user's direct calls. This would provide greater flexibility in managing queue availability and call routing based on different schedules and business requirements.