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RingCentral Contact Center

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Have OSH Omnichannel Settings trump ACD skill assignments

We would like for OSH Omnichannel settings to be honored over skill assignments. We've learned that when someone has omnichannel enabled, with chat or voice set to OFF, they can still receive a transferred chat or phone call. We've been told t...
Kaci Joslin 8 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Ability for skills in ACD module and WFM skills to sync.

It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system ...
John Bruns 12 months ago in RingCentral Contact Center 0 Future consideration

Increase size limit of email attachments from NICE/Contact Center

Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.
Nathan LaRose 10 months ago in RingCentral Contact Center 0 Under review

Call Quality Report for Incoming Calls

Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
Alexander Calderon about 1 month ago in RingCentral Contact Center 0 New

Max Agent Client - accepting calls dialog box to appear in different area

Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted
Alexander Calderon about 1 month ago in RingCentral Contact Center 0 New

Email Notification when IVR Phones Are Turned On and Off

Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
Alexander Calderon about 1 month ago in RingCentral Contact Center 0 New

MAX Agent Emails - Increase File Attachment Size

We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".
Kaci Joslin 8 months ago in RingCentral Contact Center 0 Under review

send pop ups to members of a queue when a call is waiting to be answered

If a call is sitting in a queue after a set amount of time, send a pop up to members of the queue letting them know a call is waiting. This would allow agents not activated to jump in and answer the call.
Todd Stehle (Corp - Information Technology) 5 months ago in RingCentral Contact Center 0 Under review

WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added

To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. S...
Caroline Voigts 9 months ago in RingCentral Contact Center 0 Under review

Have a phone number for customers to call for support..... its called customer service

You need to improve serive. I have questions about adding a line and existing call quality issues but all I can do is talk to a dumb bot.
Chris Paxson about 1 month ago in RingCentral Contact Center 0 New