Ignore Button to take me out of the call queue for a period of time

  • 1
  • 10
  • Idea
  • Updated 2 years ago
  • (Edited)
Our call queues are set up to ring to 5 softphone extensions simultaneously.  When a call comes in, and a team member wants to Ignore the call, the system will immediately ring their line again, effectively making the Ignore button useless.

I would like the functionality to have the Ignore button take me out of the call queues that have an incoming call, and not ring my extension again.  This is different than changing my status to Busy/Do Not Accept Calls, as I want to be able to pass on calls, but without taking myself out of the call queue all together.

The Ignore button should allow me to ignore a specific call, without the system continuously ringing my extension.

J
Photo of Jonathan P

Jonathan P

  • 162 Points 100 badge 2x thumb

Posted 2 years ago

  • 1
  • 10
Photo of Corey

Corey

  • 142 Points 100 badge 2x thumb
Can you explain why the "Accept Queue Calls" toggle switch doesn't work for this?
Photo of Mike

Mike, Official Rep

  • 88,864 Points 50k badge 2x thumb
Hi Corey,  Can you provide some details please?  Are you referring to a setting in the Mobile App?  If so, can you tell us what version of the mobile app you are running?  

Mike 
Photo of Corey

Corey

  • 142 Points 100 badge 2x thumb
Hey Mike - I was trying to help the original poster.   When I need to log out I just turn off the accept queue calls feature.  I was asking the OP if he had tried that yet.
(Edited)
Photo of Mike

Mike, Official Rep

  • 88,864 Points 50k badge 2x thumb
Ah.. I see... thanks!!!!!  Sorry for the confusion. 
Photo of nrooney

nrooney

  • 102 Points 100 badge 2x thumb
This would be incredibly helpful. I'm part of several call queues and will selectively accept what calls are coming in. Currently the ignore button will only close one instance in a series of pop-ups related to an incoming call. Not only is the ignore button almost entirely useless, but when the pop-up does appear it prevents me from typing. This is absurd.

Please, please, please, change this function so that the ignore button will ignore the entire series of call pop-ups pertaining to this particular incoming call.
Photo of KHAKH

KHAKH

  • 220 Points 100 badge 2x thumb
I agree! This is a very annoying feature for agents that are logged in on the queue. When you receive direct calls to your extension, a white ignore button (different from the ignore button from queue calls). This button does exactly what I need - it ignores the call and doesn't immediately call me ring my line again. Can we get a feature like this added to calls coming in from a queue?
Photo of Matthew Hall

Matthew Hall

  • 376 Points 250 badge 2x thumb
I like this idea..or simply a separate button on the same pop up to ignore and set me to busy or toggle "accept queue calls"...its more of a handy feature that I get requested for commonly.  If users are properly setting there status to busy it's less of an issue...but I get the request a lot none the less...there are lots of options. The safest is probably to set them as unavailable for 1 minute or something.