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  1. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  2. Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  3. When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.

    1 vote

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Standardize the naming convention across the platform

    1 vote

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  5. 1 vote

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  6. The current Payment Processor solutions require a custom IVR/agent script to be built. Having a RCX, admin portal supported, payment processor feature which would 'automatically' handle agent's availability, call routing, and necessary reporting via a configuration page would be monumental in making this particular experience a good one.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  7. 1 vote

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  8. There's a field in Voice dispositions called DTMF which hasn't worked in Engage Voice for a long time and is not used by customers. This should be removed from the UI.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  9. ...dmin to configure). Right now, agents do not know how much time they have before a lead goes away. It would be great to see a timer to help get thru tasks and take the lead.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  10. We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.

    1 vote

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  11. Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.

    1 vote

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  12. Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?

    1 vote

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  13. You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communication which defeats the purpose.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. cu wants a feature that can trigger vm of the cellphone they are calling.they are using engage voice to do an outbound calls and calling cellphone numbers, they want a feature that if the cellphone was not answered it will trigger the vm of the cellphone being dialed. already explained that its a setting of the cellphone carrier. cu is insisting other service provider like genesis can do that. they want a similar feature.• Customer name: Madelyn Harris
    • Account Name: Indiana Partnership 211 Main

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  15. When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  16. See attached. Before we were forced to switch to add our users to Service.RingCentral, our agents had multiple usernames on the engage voice side. They could pick and choose which login they would be getting into depending what campaign they needed to work. Then we were forced to link their accounts to Service.RingCentral. This changed all their login names to be connected through one login email. On the attachment, you will see when they login they have the option to choose which user they want, but the information displayed is not detailed enough to determine which one to choose. I…

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  17. This would be useful so if I need to look at another feature, I can do that while listening to a voicemail. Right now, I played the voicemail and it stopped when I moved away from the phone tab

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. For our Call Center to be able to see a diagram of each building and a map w/in each building would be so helpful. Our team is from the Phillipines & it's very hard for them to visualize w/out the pictures in the KB to see & understand.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Customer would like option to not allow inbound MVP calls to EV agents if they are on a call already

    1 vote

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  20. Currently when EV agents make an outbound call and disconnect, they are returned to the agent state from before the outbound call. Customer would like an option to default to an aftercall state rather than having to manually set the state after dialing.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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