Product development and features wish list
- CORRECT CALLING NUMBER ON BLIND TRANSFER: Show the caller's number when doing a blind transfer. (This is a really big deal. I have been told this repeatedly. Our employees want to know the phone number of the person being transferred to them, not the office number!. On OAH and OAH Wireless we want to be able to use touch tones to blind transfer and have the call recipient see the phone number of the person being transferred to them! This would be my highest priority for improvement of this product. )2. LOCAL SERVERS: OAH needs servers in Texas (to supplement those in California) instead of sending all calls through California. ( Cheaper competitors offer your choice of a nearby city for your servers. OAH is supposed to be -- and is priced as -- a premium offering but routing Texas calls through California isn't very premium. The distance introduces latency and adds "opportunities" for QOS problems with the calls. )3. TRANSCRIPTION: Voicemail to Text transcription. (This is available with the Ring Central retail product and it is disadvantage to the OAH product not to have it. What's the hold up? Leaving this out makes this voicemail ' not very special' because nearly every competitor can email you a WAV file without transcription.)4. ADMINISTRATOR ACCESS: Granular administrator access controls. ( Why can't I allow a department head to just have admin access to their group? Or give a secretary full access to his seat and that of his boss? Now its "all or nothing" -- you have to give admin access to every seat or nothing at all! )5. "NO EARLY ANSWER" OPTION: Allow me to setup a seat to not answer the call until the end user actually answers the call. [ Ring Central depends on other providers specifically NOT answering calls immediately. The fact that other companies don't immediately answer every call is part of what allows RC to work properly. In other words, RC depends on other companies complying with industry standards and Its time to be able to return the favor. Answering early causes problems, but there are solutions which are standards compliant.. One problem we have is because toll calls begin charging when a call is answered and answering early results in incoming callers (e.g. international) paying more in toll charges. Answering early also means our OAH system doesn't play well when connecting to an external OAH or RC number. Please allow the user an option to turn off the immediate answer. If the user wishes, before answering the call OAH can still send "in-band" one-way audio such as music or ringing. Yes, I am saying, before the call is answered. The network was engineered to be able to do that. It is called 'early audio' and this is how custom ringtones were deployed on AT&T Collaborate (and Broadworks) and how cellular providers offer custom ringtones which play music to the caller before the call is answered . RingCentral has a contract with Ericsson, who are experts who know all about this. They will help with this if you ask them. ]6. 'BUSY SIGNAL' OPTION: If a seat is configured to NOT immediately auto-answer every call (see #5), allow the option of giving an actual user busy response -- including the option of turning on DND and returning a busy. ( These features are essential if a seat is used as part of a call que or call center which external to your OAH company group. We have found no real way for an OAH / RC seat to give an actual BUSY signal. )7. POST-DIAL TOUCH TONES: When forwarding or ringing a location, allow sending post-dial / post-answer DTMF and pauses on each call. ( Post-dial DTMF is supported with the OAH contact list when dialing a call. Let's add it to forwarding capabilities to allow navigation of automated attendants and dialing of extension numbers to route calls to locations without direct phone numbers. This capability has been around for over 25 years and is still used by 'International Callback' providers to allow them to reach the customer at an individual extension or even a specific hotel room phone when the customer is travelling. Please add it here. )8. WEBAPP CALL LOG ENHANCEMENT: The Webapp recordings page should show call length and recording lengths in a similar manner to how the administrator portal does. ( Right now its pretty incomplete. )9. MESSAGING ON MAIN COMPANY NUMBER: On OAH 2.0 and OAH Wireless, allow the main company number (i.e. automated attendant) to be able to send and receive SMS and MMS. ( Being able to message from your main company number is a pretty 'common sense' application. Verizon One Talk can do this on their automated attendants and hunt groups and the Hunt Group members can respond to the messages received. )10. CHANGABLE CALLER ID FOR OUTBOUND FAXES. Give users the ability to select what Calling Number (CNUM) to use when sending a fax from the user's Web portal. ( Right now when you send a FAX it seems to show the voice number of the direct user extension. I don't give that out. I would prefer to send from a group number. )
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Catherine
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