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RingCentral Contact Center

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Contact Center Agent Calls Ringing Cell Phone App

When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on t...
Doug Penny about 1 month ago in RingCentral Contact Center 2 New

Extend Expiration Date of Activation Email

It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again
Guest over 2 years ago in RingCentral Contact Center 0 Future consideration

Change agent state through Max Supervisor

When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa
Guest almost 3 years ago in RingCentral Contact Center 7 Future consideration

do away with Max Agent entirely

do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.
Tony Puncher over 2 years ago in RingCentral Contact Center 1 Future consideration

OSH Option to only allow 1 live contact method at a time

Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

Reporting for Contact Center Numbers in RCO

ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
Tim Wilbourn over 3 years ago in RingCentral Contact Center 2 Future consideration

Allow transferred emails to keep their place in queue

In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbo...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

Show Original callers number when Transferring calls to Contact Centre

Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number...
James Bird 4 months ago in RingCentral Contact Center 0 New

Quality Evaluation - ability to update / delete comments

When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Dra...
Kim Landry about 1 year ago in RingCentral Contact Center 0 Under review

Granular Permission for Employee Unlock

Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.
Pete Ingaunis over 1 year ago in RingCentral Contact Center 0 Under review