Idea

aaron12 suggested Aug 4, '14 jamie-singleton commented Jul 16, '19

Call Queue name on screen - show called extension

I have multiple call groups, and they go to some overlapping people. I would like the phone to show which extension was dialed to the call recipient when the call comes in from a call group, so they know how they were reached.

I know this can be done for extensions, under Call Handling > Incoming Call information but I do not see a way to do this for this for a call queue.

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don13620 commented Jan 18, '19

Have not seen a provider that does not have this feature. We just signed up so happy to see this fix soon.
I will say, as a new customer, the fact that this has taken one of the largest VOIP providers over 4 years to implement is a bit alarming!

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jessa-remo16204 commented Apr 26, '19

This reply was created from a merged topic originally titled Displayed Information for Incoming Call. Please add the call queue extension as a visibility on a called number for the incoming call information feature.

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ryan-short16349 commented May 16, '19

This reply was created from a merged topic originally titled Call Queue Notifications.

When a call comes through a queue (e.g. "Press 1 for Sales") I do not want to have an audio notification ("Press 5 to accept this call"); I want a visual notification on my phone and/or computer (Sales Queue: 555.555.5555)

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doug-routledge15999 commented · May 16, 2019 at 05:51 PM

This feature is available on the Bridge Operator Console for RC.

https://tinyurl.com/y389kqw7

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mike-gustavson13338 commented May 23, '19

Hey everyone - looks like this is now available: https://support.ringcentral.com/s/article/12347-Call-Queue-Configurable-Information-Display?language=en_US#ConfigureDisplaySettings

I noticed the iOS app update mentioned this, so I went looking for it and found the support article from last week.

However - the instructions show using the 'Display Settings' option on the call queue, which doesn't exist for me. I called support and was told that this feature is part of the new 9.2 software platform, which is only being rolled out to new signups, not to existing customers..... :|

After further investigation, he talked to a senior team and was told that existing customers are getting this on a gradual rollout, June 11/12 in my case.

Hopefully everyone will see it soon!

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bjsvec commented · May 23, 2019 at 10:00 PM

I saw that too and am still a bit confused. I currently see the name of the call queue on my mobile (iPhone). Where I don't see it, but would like to, is on the Polycom phone displays.

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mike-gustavson13338 commented · May 23, 2019 at 10:08 PM

Brandon, does the 'Display Settings' tab show up for you under the call queue options? I'm assuming it probably does as even what you're seeing above doesn't work for me, so you must have it active on your account. Try editing it in there and it should hopefully start working on the desk phone (as per the support article I linked, it's supposed to).

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bjsvec commented · May 23, 2019 at 10:11 PM

It does not show up yet in my admin portal. Maybe I am not understanding what the new feature is. I have always seen calls that are placed to our main number auto attendant and then routed to different call queues like 'support', 'sales' and 'operator' show on my mobile app with the name of the queue so I know how to answer.

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saadetswift16514 commented May 29, '19

Hi all! Great news :) Call Queues got a new face lift. You can now configure the display information for incoming calls. Check out the details

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neill15385 commented · May 29, 2019 at 09:32 PM

Thanks for implementing this! This will be helpful for us.

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gary-manske12971 commented May 29, '19

The Bridge Operator Console for RingCentral has enhanced call queues recently as well. Here's a quick video review.

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shenay-hardeman11883 commented May 29, '19

Hello Saadet, will this be available for Ring Central with cloud connect to incontact/contact center?
We have internal scripts to agents with assigned skills and only see the company phone number appear and not your the callers extension as the caller ID.
Thanks!

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saadetswift16514 commented · May 30, 2019 at 03:58 PM

Hi Shenay, this feature is designed to work with our native Call Queue feature. Honestly, I'm not sure how it will work with Contact Center since it is a different system and I don't know how your account is set up. I would talk with either you Account Manager or Support - feel free to let us know what you find out! I'm sure others will have the same question :)

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jamie-singleton commented Jul 16, '19

This reply was created from a merged topic originally titled incoming calls showing which group it's coming in for. We have multiple phone lines ringing in to the receptionist, would it be possible to have it say which line it was coming into ie: billing and show the callers number?