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RingCentral Engage Voice

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Allow RC App and EngageVoice/Integrations to communicate w/ each other.

Description: Our sales team is frequently on the road as part of the nature of their job. With that, they also desire to have a personal relationship with the customers that they interact with. In order to accomplish this, they provide their direc...
Doug Stevens about 1 year ago in RingCentral Engage Voice 0 Under review

Create Security Groups for restricting and granting access to phone numbers / Caller IDs

Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the a...
Stuart Gormley 10 months ago in RingCentral Engage Voice 0 Under review

Replace busy signal from carriers with announcement(s)

Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
Martin Murchie 9 months ago in RingCentral Engage Voice 0 Under review

Interaction Issue Hot Button

The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and res...
Jaimie Bell over 1 year ago in RingCentral Engage Voice 1 Under review

Add fields from Prebuilt reports to Historical reports

With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform: "Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report. "Logout DTS" from the Prebuilt Agent Session report
Selena Lewis 5 months ago in RingCentral Engage Voice 0 Under review

Admin State Change

Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue. We should be able to change someone's state when required.
Dan Marr 10 months ago in RingCentral Engage Voice 0 Under review

Lead search: Add the ability to exclude a state when searching

We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
Amanda Peredo 4 months ago in RingCentral Engage Voice 0 Under review

Dialable leads, populate only what is available to be called.

Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excl...
Amanda Peredo 4 months ago in RingCentral Engage Voice 0 Under review

Changing Estimated Hold Time Message from Max Q Time to Average Q Time

When callers sit in queue, they hear "your estimated hold time is x" and that time is based off Max Queue Time (longest call in the queue). We're worried our callers hear a long wait time based off a single call, and than hang up. If they would've...
Shane Kennedy 10 months ago in RingCentral Engage Voice 0 Under review

Review Poly Blackwire headsets for approved list

Please review/evaluate the Poly Blackwire headsets (specifically the 3320) for possible approval for recommended headset list. Our teams work completely remote and as with most call centers, have a regular rate of turnover. Oftentimes, equipment i...
Selena Lewis 4 months ago in RingCentral Engage Voice 0 Under review