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RingCentral Engage Voice

Showing 21

Ability to take DNC's off the List thru an upload

We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but curre...
Scott Bittner about 2 years ago in RingCentral Engage Voice 0 Future consideration

Callback feature: add the ability for caller to record their name/message for support call back feature

When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is compl...
Guest over 2 years ago in RingCentral Engage Voice 2 Future consideration

Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets

Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
Colby Jestes over 2 years ago in RingCentral Engage Voice 0 Future consideration

Allow adjustments to a Local Connect Bucket

Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove ...
Guest over 2 years ago in RingCentral Engage Voice 0 Future consideration

Notification when Task Call Recording Delivery Fails

If a recording push to an SFTP fails, send a notification to a users email address to notify them. This will help customer avoid losing recordings due to data retention and address issues right away.
Paden Cooper over 2 years ago in RingCentral Engage Voice 0 Future consideration

Option to encrypt call recording on delivery

Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
Guest over 2 years ago in RingCentral Engage Voice 1 Future consideration

Don't change the supervisor state when the supervisor monitor or listing in a call for their agent

We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state
Guest over 2 years ago in RingCentral Engage Voice 0 Future consideration

Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice

Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.
Colby Jestes almost 3 years ago in RingCentral Engage Voice 0 Future consideration

Add a filter for monthly reports to drill down to business hours only in lieu of 24 hour period inclusive

Today, I can get daily reports and filter by the hours of the day. I cannot do that for a roll up of performance of our call center at the monthly level for Sr Management level reporting
Guest over 2 years ago in RingCentral Engage Voice 0 Future consideration

Add the date into the Chat streams in Agent view. Currently it only displays time.

In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.
Guest over 2 years ago in RingCentral Engage Voice 0 Future consideration