Ability for the admin to remove the option for users to turn off accepting call queue calls

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Ability for the admin to remove the option for users to turn off accepting call queue calls
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Alexandra Rodriguez

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Posted 1 year ago

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Claire Sadler

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This would be a real advantage for our company too

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Dan Bricker

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Is this an option yet?
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Jessica - Community Moderator, Official Rep

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Hi Dan, not yet! 
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Bond007DMC

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Maybe you can help me, Jessica...

This question is not EXACTLY to do with this thread, but it is related. This thread is about being able to remove the option, but I just want to find it.

I have not seen for the past 3 years where mobile users of the RC app can be added to receive call cue calls, and have wondered why that is not possible unless it is an outside number. Today I came across a snippet that suggests this IS a function, for several years now, that is found in the RC app: Upper left pancake menu/Click on Status/make sure Available is elected/ Move option slider to enable "Accept call cue calls". I simply do not have that option, as super admin on my own mobile, nor do I see it on a non-admin user's app. Has it been moved somewhere else? What am I missing?
 I don't see this toggle option either. This exact same thing is happening to me.
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Casey Correa

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This reply was created from a merged topic originally titled I would like to suggest a feature where queue members do not have the option to n....

I would like to suggest adding a feature that allows admin to remove the option for queue member to opt out of Accepting queue calls.     Possibly by removing the toggle switch and making the queue option accessible by admin only.   We have a small office and often time more than one person removes themselves leaving overflow on the phones.   USA, would make sure calls are answered by the appropriate people.
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Emma Sklar

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I am also researching this. To be clear, there is no tier at which this is possible?

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Jessica - Community Moderator, Official Rep

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That is correct, Emma. This is not a functionality available currently, regardless of tier. 
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Elyse

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i get a lot of requests for this from my office managers. in addition to being able to remove the option from user control, it'd be really great to be able to administer the setting. It makes it difficult that we have to rely on the user to log in and check this setting, and don't have any visibility on the administrative side.
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Yoandry Garcia

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Waiting on this too. ETA?????
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Dan Bricker

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Any update on this Jessica? I have managers here wanting to look at new phone systems because of this one missing feature.
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Jessica - Community Moderator, Official Rep

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I haven't received any updates on this feature request. 
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Nate Achey

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I get this request at least once a week from each queue manager. when can this feature be available?
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Jessica - Community Moderator, Official Rep

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I reached out to the call queue project manager and was advised: 

Call queue members need the option to change their availability (e.g. bio break, PTO, out sick, etc.). We are not currently planning to offer the ability to remove/hide this control, but we plan to continue monitoring customer demand for this feature and will adjust our priorities as needed.
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Logan Hall

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As a small company who just recently adopted RingCentral, we desperately need for this to be a feature, as we have some techs that are toggling themselves out of queue and the few others are picking up their slack. For an issue that has been asked for for years now, it's crazy that this hasn't been even talked about being implemented.
You cant be serious.  8x8 whom we just took 60 users from has this as a standard feature.  Shameful that Ring should allow competitors to beat them on certain features.  RC is the premier UCaaS provider in the world.  They should not allow competition to outdo them anywhere.

Jessica- I see it says they are monitoring requests.  These requests are like roaches.  If you see one here, it means there are 10,000 that aren't being reported.  This is something that would probably take developers an afternoon to do.  Simply add slider buttons or something to either the live reporting, or on the queue itself.  I mean its unified communication, so whats done on the back should push to the front.  This one really doesn't sound like brain surgery.

Please let developers know, if you want to be "big" in the "call center space", you have to get your priorities in order and make sure you can support that business.  The alternative is simply failure.
(Edited)
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Pepsi

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Do you have any actual idea of how development works? "An Afternoon" sounds great in theory, but when you have to write, test, rewrite, retest, deploy, patch, take down, rewrite the code again cause it crashed, this afternoon has just turned into 6 months. Developers have bigger fish to fry anyway, like making sure RC itself doesn't crash with the mass influx of WFH users.
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Elyse

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Just got pinged for activity on this thread and wanted make addendum to my initial comment. 7 months ago I was saying man, I hear this request a lot and it would be a great thing to have, but today when I revisit this I'm feeling like it's nearly a non issue now.  Don't get me wrong, I would still very much like to have the convenience to have visibility and control the toggle for each user on an admin level, but it's really not going to solve any big problems, just make troubleshooting a bit easier. 

Our main use case is when I'm working with teams who says, "the calls are not ringing to x person or x phone, HALP". Besides checking the extension's call handling and queue membership, which I have access to, I also then ask the user to confirm ringer volume, DND status, and if the extension is set to "take all calls". It would be easier if I could see and administer the take all calls setting, because that's one less thing that I have to reach out to the user to help check, but it's not the hardest thing to get into the extension on the admin side, or walk the user through checking this. In our case, most users are on desk phones and blissfully unaware of the setting in the first place so that's really the only thing that makes it difficult at all.

Now, if people are aware of the toggle and using it in bad faith as some have mentioned, that's really another issue altogether IMO, and ultimately managers will always need to monitor their staff performance to actually hold people accountable for taking calls they are supposed to, regardless where the control for this setting lives. Our office managers used to ask me very often about why can't we take away/enforce various options including ringer volume, and DND status, we don't use the call queue toggle much but it would come up too, all the same basic idea. Being able to enforce those settings would absolutely not solve the actual problem. What I've done is to talk to them briefly about the function and limitations of those settings, and continue to direct them to the tools that are meant to address performance issues, the performance reports and live reports, which are a big part of why we chose the system. This works! They are so much happier and more self-sufficient in their own offices. I haven't heard a request to enforce ringer volume in ages LOL.
(Edited)