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RingCentral Contact Center

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Allow customization of the DND menu prompt.

When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
Jerrold Floyd 6 months ago in RingCentral Contact Center 0 Under review

Error message needs to inform error reason for cannot disable user

When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
Will Snyder 6 months ago in RingCentral Contact Center 0 Under review

Unified id for apps in contact center

Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent o...
Eduardo Rivera 7 months ago in RingCentral Contact Center 0 Under review

Contact Center - No Hold Music when truly "on hold"

When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller,...
Lee Harris 7 months ago in RingCentral Contact Center 0 Under review

Contact Center - Disposition and Tags for second assignment / resolution in call

Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are ...
Lee Harris 7 months ago in RingCentral Contact Center 0 Under review

Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled

Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled. Please remove the Inbound Auto-Answer setting from Agent permissions, moving this setting to Admin Only. Currently agents can control and a...
Jeffrey Torrence 7 months ago in RingCentral Contact Center 0 Under review

Option to Turn Off History log in Max Agent/Salesforce NICE CXone Plug-in

Using the HISTORY log to transfer calls is not something that our company would like to offer as an option to our users, or at the very least, we would like to have the ability to toggle it off. At no point do we want to give our users the ability...
John Landi 7 months ago in RingCentral Contact Center 0 Under review

Store CNAM of incoming ANI in variable - Contact Centre

When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured. I would like to see CNAM b...
Anthony Roberts 7 months ago in RingCentral Contact Center 0 Under review

Ring Central Contact Center My Zone Recent Interactions

Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.
David Peterson 7 months ago in RingCentral Contact Center 0 Under review

Contact Center IVR press path summary analytics

Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, th...
Katy O'Connell 7 months ago in RingCentral Contact Center 0 Under review