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Contact Center & RingCX

Contact Center & RingCX

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11 results found

  1. System schedules accessible via Queues, channels, IVRs.

    Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.

    10 votes

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    1 comment  ·  Admin Portal  ·  Admin →
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  2. Automatic Name Retention for Numbers Converted to Contact Center

    Problem:

    Currently, when a phone number's type is changed from "Extension" to "Contact Center" in the RingCentral Admin Portal > Phone System > Phone Numbers > All Numbers, the associated name is deleted. This creates a management issue for accounts with a large number of Contact Center numbers, as the previously assigned names are lost.

    Impact:

    Difficulty identifying specific numbers within the RingCentral Admin Portal.

    Increased time and effort required to manage caller ID assignments in external systems like Incontac MAX.

    Proposed Solution:

    Implement a feature that automatically retains the existing…

    6 votes

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  3. Introduction:
    This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

    Current Situation:

    Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

    Proposed Solution:
    We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
    Access a…

    5 votes

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  4. Could an additional checkbox be added in the Presence settings that would say “Ring my phone when any user I am monitoring places a call on hold”. This way when a monitored line is put on hold, it will not make all the other phones start ringing audibly. It's unnecessary for a user to answer a held ringing call, and then have the caller say that they were just put on hold. And then when they place them back on hold, it rings all the phones all over again.

    2 votes

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    1 comment  ·  Admin Portal  ·  Admin →
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  5. Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.

    Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.

    Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.

    We have a monthly…

    3 votes

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  6. The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.

    2 votes

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  7. It would be helpful to add Department to the filtering options in the SMS Logs under Reports. In addition the ability to download what is filtered would be much more efficient than parsing in Excel.

    2 votes

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  8. There seems to be a lot of overlapping ideas. Is there a review process to combine similar ideas. there by letting your team know that is really important. there are over 7000 ideas, some of them must be the same.

    1 vote

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    0 comments  ·  Admin Portal  ·  Admin →
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  9. I have Avaya J159 phones that have a feature called Do Not Disturb (DND). If a user sets the phone to DND, that doesn't synchronize back to the server so DND does NOT show up in the contact list, or anywhere else so staff know they are in a DND/Unavailable state. If I log into the web interface for the phone, I can disable the feature and make staff set their availability on RC desktop or mobile. Since there isn't anything in Admin Portal that allows me to selectively disable features, I have to go to every phone and disable…

    2 votes

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  10. Allows admin users to modify the call queue ring settings to have an option to create ring groups under fix in order

    1 vote

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    0 comments  ·  Admin Portal  ·  Admin →
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  11. Right now the 911 notifications are an all or nothing approach. We have sites across the US and teams that handle each one separately. I would like the ability to tailor the 911 notifications to the teams that handle each region vs. have them receive ALL the notifications.

    1 vote

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    0 comments  ·  Admin Portal  ·  Admin →
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