Settings and activity
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31 votes
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Family
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14 votes
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commented
When an officer misses an incoming call routed through the call queue, their device logs the original caller's personal number. If the officer attempts to return the call, they dial the customer directly from their personal line without realizing it was originally a business inquiry.
Family
supported this idea
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This is a critical security and privacy issue. We recently confirmed through RingCentral’s low-level telephony logs that a caller waiting in our call queue entered extension 101 and was immediately connected to a senior executive’s personal Find Me numbers—even though that extension was set to “Do not accept queue calls.”
Administrators need a per-queue option to disable extension dialing while callers are waiting. Queue membership and availability settings should not be bypassed simply because a caller guesses or enters an internal extension number. Changing every sensitive extension number is not a reasonable or reliable solution.
Please prioritize adding a “Disable extension dialing while in queue” setting.