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  1. When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on the agent's PC/Mac already ring when Station ID is used. Currently, for non Contact Center calls (direct extension calls/UC calls) the RC app can be configured to simultaneously ring the desk phone, RC application on a PC/Mac, and RC application on a cell phone. This would allow for a uniformed user experience regardless of call…

    50 votes

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  2. Within QM, provide a more robust calibration report that shows each evaluator's scores/comments by question type with the variance. At this time, we have to run a separate report on each evaluator to see the variance but you cannot easily compare the evaluators for the most valuable calibration meetings.

    8 votes

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  3. We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

    54 votes

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    Under Review  ·  12 comments  ·  Other  ·  Admin →
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  4. Client wanted to have more than 12 months call log data retention.

    16 votes

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    2 comments  ·  Other  ·  Admin →
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  5. It would be awesome to port the SLA Hit/Miss and SLA Answer Rate fields to Salesforce as this is our most important data point.

    3 votes

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  6. "I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
    Unfortutately, it did not work.
    I am wondering if there is any update on porting numbers in Korea and Japan."

    5 votes

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  7. Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…

    18 votes

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  8. we as Vodafone ringcentral users are missing "call me back function " to allow customers calling our Technical call center to decide after waiting period to request a call back by a simple prompt. If the customer has no number published an information to the customer that he has to provide the phonenumber by voicemail would be great. At the moment we have to see if a workaround could be used but that is not convenient for a modern call center application

    3 votes

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  9. It would be awesome to port the Call Result field to Salesforce so we can AUTOMATICALLY categorize the types of calls we are handling instead of just the amount alone. The ported disposition field is not sufficient as we do not use it.

    2 votes

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  10. Please make it so I can make an unavailable status <30 minutes. I can only set an alarm to remind me to kick someone out of a status being used after a call vs how we can set ACW to whatever time we'd like.

    1 vote

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  11. Customer is requesting to use 511 number which is specifically assigned as a Global emergency and special service numbers.

    3 votes

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  12. Are there any plans to create an integration of RingCentral to WealthBox? Seems there are a lot of requests

    1 vote

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  13. After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature where users that are set for Single contact or even when set for Dynamic Delivery can receive email contacts automatically.

    12 votes

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  14. cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.

    11 votes

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  15. Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in

    21 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  16. Need to connect an Alarm System to the BT Cloud phone account

    1 vote

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  17. Please add the ability to upload a custom fax cover page at the account level so that it is available to all user extensions and can be configured in a template.

    2 votes

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  18. Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…

    10 votes

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  19. WFM - ability to schedule holidays in hours and not days. We have Agents who work a variety of hours and shifts and the holiday scheduler is of no use if we cannot schedule holidays in hours.

    We decided to use another holiday tool for Agents to request holidays and they have to be manually marked in the schedule as holiday activity because the inability to request holidays in hours meant WFM was not usable for this activity.

    1 vote

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  20. The customer wants to have an option to configure the RingCentral Pulse for Contact Center like a desk phone. They want the feature to notify and ring louder. They also want to configure the feature like a dedicated phone line.

    2 votes

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