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  1. Description:

    Feature Request: Enable agents to view the real-time status of other agents in the queue.

    Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.

    Details:

    Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
    Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
    Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
    Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
    Use Case: In a small office…

    73 votes

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  2. Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.

    27 votes

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  3. The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.

    27 votes

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  4. Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.

    27 votes

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  5. The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management

    26 votes

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  6. Request:
    The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.

    Scenario:
    An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.

    23 votes

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  7. Currently the only way RC allows for a Digital Interaction (task) to be solved is if it's assigned to someone. Pulling a digital from the queue to complete it is possible, but when doing so there isn't an ability to remove it from the queue by closing it as solved. Therefore, the next available agent will get the digital that is already solved.

    12 votes

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  8. We are requesting enhancements to the Outbound Caller ID functionality within the RingEX platform to provide more granular control and flexibility for administrators.

    Enhancement 1: Restrict CCRN Usage by Default

    By default, RingEX users should be restricted from selecting CCNR (Contact Center Registered Numbers) as their outbound caller ID.

    Administrators should have the ability to explicitly grant access to specific users or groups who are allowed to use selected CCNRs.

    This will prevent unintended use of CCNRs by non-RingCX users and ensure better caller ID governance and compliance.

    Enhancement 2: Allow Multiple Caller IDs in User Setting Templates

    Currently, the…

    8 votes

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  9. if the status is no agent logged on by a hotline workflow, it would be good if the waiting time could be skipped and forwarded directly to an external destination, for example.

    7 votes

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  10. RingCentral should provide a report within the Admin Portal that allows account administrators to track whether users have completed training in RingCentral University. This data should be easily accessible to help ensure user adoption and engagement.

    6 votes

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  11. When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.

    We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.

    We do have country variables listed at ACD User level, so the data is definitely held in…

    8 votes

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  12. One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send…

    4 votes

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  13. Have an option to add multiple numbers for "One tap to join audio only from a smartphone" on RCV meeting invite.

    3 votes

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  14. Description:
    We are requesting an enhancement to the current Simultaneous Ring functionality in the RingEX system to support true simultaneous ringing for multiple concurrent incoming calls to a main number.

    Current Limitation:

    The current implementation of Simultaneous Ring only supports one active incoming call at a time.

    When multiple calls arrive simultaneously, the system only rings agents for the first call.

    The second call is only offered after the first call is answered, creating unnecessary delays and longer hold times for other callers.

    Customer Use Case & Concern:

    The customer’s main number is configured with Simultaneous Ring to multiple agents…

    4 votes

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  15. The request is the following one:

    today we have an issue with the way to manage rights for sharing Dashboards.
    Some persons who are allowed to create new dashboards share them with the value "Public".
    The impact result is a security hole because:
    - Everyone can see GDPR information (agent names)
    - No possibility to stop sharing it if you're not the owner
    - No possibility to erase the dashboard if you're not the owner

    The request is the following one:

    Add a new right in Admin / Security Settings / Roles and Permissions
    - New checkboxes to share for…

    15 votes

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  16. Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.

    4 votes

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  17. Create an option where you can update holiday hours of operation for multiple Hours of Operation profiles/skills simutaneously.

    We have over 50 different hours of operation profiles for our various skills and almost all of them are closed for the same 8 holidays each year, but currently the only way to update is adding each individual holiday to every skill individually, which is incredibly cumbersome and time consuming. If we had the ability to select multiple hours of operation profiles to add the holidays to at the same time, that would be incredible so that we only have to update…

    7 votes

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  18. Customer wants the call recordings from the RCX that are being transferred to their S3 bucket they need the ability to keep the full recording link since the call recording is no longer in the RCX servers for them to keep it active in the future.

    3 votes

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  19. I would like to request the inclusion of the customer’s email address in the available column fields within the Interactions tab of the RingCentral Contact Center (NICE CXone) interface.

    The current column options include fields such as Customer Name, Case ID, and Channel, but not the customer’s email address.

    Adding the email address as a selectable column would significantly enhance our ability to identify and remove duplicate records when generating reports, thereby improving data integrity and operational efficiency.

    4 votes

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  20. Option to block Caller ID Name (CNAM)

    6 votes

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