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RingCentral Contact Center

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incoming calls sent directly to voicemail

Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inb...
Jaysn Meyers 1 day ago in RingCentral Contact Center 0 New

ability to lock incoming call pop-up window in a specific location on a specific monitor

We just went live on RC. For the most part, it is a great improvement from the system that we had prior. Each Customer Care agent has 2-3 monitors. The incoming pop-up window appears on which ever monitor they are currently working on. Ideally, th...
Jaysn Meyers 1 day ago in RingCentral Contact Center 0 New

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 3 days ago in RingCentral Contact Center 0 New

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 19 days ago in RingCentral Contact Center 0 Under review

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 about 2 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 about 1 month ago in RingCentral Contact Center 0 Under review

WFO Pro - Option to customise Service Level Calculation

The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the com...
Caroline Voigts about 1 month ago in RingCentral Contact Center 0 Under review

Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!

All available ringtones are annoying. Everyone would love their personal flair.
Harold Arnold 11 days ago in RingCentral Contact Center 0 New

WFM Pro - Able to sort the schedule by agent/start time

When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
Caroline Voigts about 1 month ago in RingCentral Contact Center 0 Under review

Be able to choose if business name or person name shows in contact list.

Some of my contractors, I would like their business name to show not the contact person at that business.
Barb Berry 18 days ago in RingCentral Contact Center 0 Under review