2183 results found
-
My Case Portal - Allow attachments at case opening and Add Functionality for Multiple Attachments - Maybe Add Drag & Drop Feature
1) Add Attachments when opening a case2) Add functionality to add more than one attachment at a time - would love to see a drag and drop3) Look into the defect errors where trying to open a case or attach large files gives us an error. If we are expected to provide logs and a lot of data, update the system to support what is being required. Right now we are emailing outside of the case because the portal cannot support all of the data we are being asked to dump in the case or attach. It is extremely time…
1 vote -
Ability to Edit Case After Submission
It would be helpful to edit a case after submitting it. Sometimes the description needs be changed but it is really critical to be able to add in additional email addresses of people that need to be added in all communications moving forward which is frequently missed when requesting through a comment to either engage or ensure someone is cc'd.
1 vote -
Give Admins ability to see/control users' Status in Service Web
Some customers would like admins to be able to see and control the RC App Status of any user within the system. For example, if a customer has a team of people that are a part of after-hours/on-call support team and a Supervisor needs to make sure on-call resources are actively marked as "Available" within the RC App during their shift so that calls are delivered.
7 votes -
Customer consent for recording calls
We need the ability for customers to consent to call recording for inbound and outbound calls and for some agents this would mean options for multiple languages. The idea is for customers to press a digit to consent to being recorded and then be connected to the agent or disconnected. If the agent dials out, it is expected that the customer gets an IVR that will request to press a digit to consent before connecting to the agent.
5 votes -
Limited Extensions - Ring Count
Limited Extension Ring Count is limited to 4 Rings. Needs to be increased to 15 rings to match full license. Customer should not have to purchase Full License just to increase rings.
7 votes -
Persist - Increase Gateways in Gateway Group
Customer requesting Persist - Unable to deliver on providing Persist that will allow full site survivability due to the limited number of supported gateways in a gateway group. Request to increase to 12.
7 votes -
Notification Rules for IVR menus
IVR menus share the same notification rules as the main line. If this was separate, we would be able to send different notifications for different IVR menus to different users
1 vote -
Add an interrupt message when a call is placed on hold
It would be beneficial for us to be able to play a marketing message to our customers that would interrupt the hold music in a similar way that a message can interrupt the music while a person is waiting in a call queue
9 votes -
Disable Speakerphone
Phones in secure locations require the disabling of the speakerphone. Controlling the feature/function from the Admin portal would be extremely useful; especially with a large number of phones to manage.
1 vote -
Phone System Visual chart and all extension setting
The customer is requesting to have a visual chart of their phone system and extension setting available in the service web
1 vote -
Bring back disabling of "Dial by Name Directory" to prevent hackers from finding out who all your users are in your business to social e...
...ngineer them. For security reasons being able to disabled company directory, will prevent hackers from find out all the users in your company and then social engineeering them to get info to gaina access to your company to for example send a user ransomeware.
5 votes -
Disable 4-1-1 Directory Assistance
If a user dials 4-1-1 and then releasises there mistake we instantly get charged $2.75 even if the call didn't go through. I proposal that Admins shuld be able to disable this feature company wide as it's outdated and should be dropped, as 4-1-1 is obsolete.
5 votes -
Option to choose the file type when backing up call recordings externally
This is important when we want to connect with a speech analytics tool as the .wav file has the best audio quality.
3 votes -
Allow more than one source of SSO for different domains
Allow more than one source of SSO for different domains such as different Microsoft tenants. Therefore, if you have a variety of email domains amongst your users, you can specify different sources of SSO for those domain if necessary.
62 votes -
Billing: Licenses and Inventory should list all available licenses in the account
We have identified an issue with the Billing Licenses and Inventory Page of the Admin Portal where the Additional Local Number license quantity does not display Available licenses if they are not directly under the company site or in a different cost centre.This appears to be different to the results we see for other licenses and hardware, where we can view all used and available regardless of the site or cost centre the item is assigned to.As advised by our account team, we would like to request a design change so that the license inventory displays all available licenses in…
1 vote -
Apply User Templates at Add User Screen
We create users in small batches, 1 to 5 at a time. They're usually all for the same department, and need to be configured with the same template. I think it would be great to have a section in the "Add Users" screen where you could select a template to apply to these users immediately upon creation, instead of having to manually find, select, and apply template to them right after.I think anyone who frequently adds small groups of similar users would agree. It's not really economical time-wise to use the bulk upload for such small user sets, so this…
3 votes -
Create a rule to select callers who have withheld their number.
Create a rule to select callers who have withheld their number. Currently you can only input numbers.
1 vote -
Allow activation\deactivation of Custom Rule from an IVR
In my previous phone system we had the ability to create a password protected IVR that managers could call in to and turn custom rules on\off. We used this for things such as emergency closures to adjust call flow and recordings on the fly without Admin intervention.
3 votes -
Allow for extending the call log data retention to 6 months
Allow for extending the call log data retention to 6 months
5 votes -
Case Portal - Filter Capabilities on Headers - Case Status
I would LOVE to go into my case portal and be able to filter on the case headers so I can exclude duplicate/closed cases. I always have to sort to get the most recent cases at the top so I can monitor ACTIVE ongoing cases
1 vote
- Don't see your idea?