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RingCentral Engage Voice

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Callbacks Moved back to Available Leads if Not Dialed

Agent's own their callbacks. If an agent leaves the company or neglects to maintain contact with someone in their pipeline we want the lead to automatically go back into the pool so another agent can begin working it. We would want to set the numb...
Ashley Coy 6 months ago in RingCentral Engage Voice 0 Under review

Ability to insert pictures and links in email templates

We do all outbound calling for a number of clients who do fundraising. It would be nice to have the ability to add the company's logo to the emails we send out to their donors. It would also be great to have the ability to insert donation links in...
Chris Smith 6 months ago in RingCentral Engage Voice 0 Under review

Allow data collected from scripts to be included in reporting in Historial reports

With the sunset of Prebuilt reports it is a necessity to have data collected from the script into the historical reports such as the Interactions report which already includes all ACD data but not the ability to import script data.
Chris Smith 7 months ago in RingCentral Engage Voice 0 Under review

Engage Voice FedRAMP certified

Engage Voice FedRAMP certified is a deal braker for ALL GOVERNMENT ACCOUNTS as of Jan 2022. This means we can't get this accounts at all. These are 10 year contracts and when the window closes, your may never get e second chance. Please talk with ...
Steven VIP Ops 7 months ago in RingCentral Engage Voice 0 Under review

Disposition Export/Import - Manager

Please provide the ability to export dispositions natively from the EV Admin portal, and then to be able to modify that file and to also import that format to modify/add new dispositions. Alternatively, see if there's a way to provide a centralize...
Daniel Vega 7 months ago in RingCentral Engage Voice 1 Under review

Customized Statuses Organizational Wide

It would be beneficial to be able to set customizable statuses beyond the generic canned statuses, like Out to Lunch, Vacation, etc. That could be setup organizationally wide per account. In addition, if there could be multiple voicemail options t...
Convergent Communications 7 months ago in RingCentral Engage Voice 0 Under review

Add ability to create Requeue Shortcuts in centralized place and assign as needed

At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues. Please...
Selena Lewis 7 months ago in RingCentral Engage Voice 0 Under review

Historical Reports to include additional data fields

Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.
Cesar Garcia 7 months ago in RingCentral Engage Voice 0 Under review

Develop time zone restrictor API for system generated callbacks

Please implement an API (or update to the callback programming) that would restrict outbound system generated callbacks by time zone. The goal of this update/API would be to limit the ability to launch a requested callback to an area code outside ...
Selena Lewis 7 months ago in RingCentral Engage Voice 0 Under review

Add verbal response as an option

When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option t...
Patricia La Spesa 8 months ago in RingCentral Engage Voice 0 Under review