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RingCentral Engage Voice

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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 24 days ago in RingCentral Engage Voice 0 Under review

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 6 months 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 about 2 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 about 1 month ago in RingCentral Engage Voice 0 Under review

Row based totals in analytics

Currently we are able to create columnar based totals, sums, averages etc. on all table reports but lack the ability to create row based totals. This would be beneficial for quite a few use cases that ultimately allow the ability to stack rank wha...
Andrew Benson 1325 about 1 month ago in RingCentral Engage Voice 0 Under review

Allow Engage voice users to launch manual outbound calls using frequently used numbers stored in the Phone Book

A very large percentage of our calls are outbound calls dialed manually by our agents and supervisors. Our agents frequently call out to the major insurance carriers. As such, we would like to be store these frequently used numbers in the Phone Bo...
Selena Lewis 26 days ago in RingCentral Engage Voice 0 Under review

Real-Time Dashboard Row Counts

On Real-Time Widgets (Inbound, Agents, etc.) it would be great to see a row count for each tabular widget. For example, the mockup on the attached screenshot reflects the total number of agents in ENGAGED state (Agent table filtered by state). Thi...
Shane Kennedy 16 days 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 about 1 month 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 7 months ago in RingCentral Engage Voice 1 Under review

Add a date/time delay to RingCentral account activation email

The account activation emails expire in 48 hours, so if we create a user account on Friday and send the activation email it will usually expire before the user has a chance to read it, which generates a supoort ticket. If we select send later we n...
Stuart Gormley about 2 months ago in RingCentral Engage Voice 0 Under review