245 results found
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MMS support for native Contact Center SMS channels
The native SMS options offered by RingCentral Contact Center (either via MAX or DFO) do not offer support for MMS messages. Only the Textel offering provides MMS support. MMS is used extensively in the US & Australian markets as it is included within mobile plans.
2 votes -
Option to encrypt call recording on delivery
Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
4 votes -
Show what number your customer is calling with customer number.
It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
7 votes -
Ability to select multiple agents in Time Off Management
It would be much faster to be able to add multiple agents for Time Off Management.
1 vote -
API that would allow exporting scripts in JSON format.
Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?
1 vote -
Add a filter for monthly reports to drill down to business hours only in lieu of 24 hour period inclusive
Today, I can get daily reports and filter by the hours of the day. I cannot do that for a roll up of performance of our call center at the monthly level for Sr Management level reporting
2 votes -
Quality Planner - Attach Customer Phone Number when account populates under tasks
Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.
1 vote -
Add a field to MaxAgent to paste a phone number to launch a call quickly
We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.
1 vote -
Ability for agent to place conference call on hold
For the Max Agent, when an agent creates a conference call, they need the ability to place the call on hold. Currently when the agent is in a conference call, the hold button is greyed out. The agent typically has the customer on the line and then has to set up a conference call to bring in an interpreter and other parties to complete the customer request. When doing this they need the ability to place the conference call on hold.
5 votes -
There is no elegant way to transfer to RC Office extensions through the MAX agent
When transferring to RC Office extensions through the MAX agent, you can't search in the company directory to find an extension, but you must scroll through to find the individual and click call. You can’t just enter the extension number and click enter to complete the transfer.
5 votes -
Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets
Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
7 votes -
Allow for copying of a scheduling unit in Workforce Management
Within RCCC Admin / Scheduling Units, it would be helpful to have the ability to duplicate / copy an existing scheduling unit. Currently you have to create new scheduling units & start again.
5 votes -
Provide Quality Management scoring context from within MAX
Would like the ability to show (either within MAX Agent Reports or the WEM tabs of MAX) a quick and easy quality scorecard for the agent over a time period. Currently, an agent can review individual evaluations or would need to be provided very customized reports or dashboards.
5 votes -
Notification when Task Call Recording Delivery Fails
If a recording push to an SFTP fails, send a notification to a users email address to notify them. This will help customer avoid losing recordings due to data retention and address issues right away.
5 votes -
Allow Giphy & Screen shots to be shared even if Upload from computer/mobile is disabled in File Sharing for the app
This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers
1 vote -
Synch the Evaluation to the Interaction
On one screen evaluators can view, listen and score with pause while typing. Currently The Interaction and Evaluation open in separate pages and the Evaluator must toggle between the pages if they want to view or pause the interaction as they move through the Evaluation form.
1 vote -
Create a Repeat Queue Event option
Create an option to select “Repeat Event” and “Number of Repeats” (a specified number or indefinite). This would allow the ability to have the programmed event in the Queued Event Configuration to repeat indefinitely or for a specified number of times for the interval time as configured in that Queue Event. This option would prevent the administrator from having to create duplicate events.
6 votes -
Time zone to match company time zone when downloading call attempts list
Details of the enhancement: When selecting ACD, Lists, Calling and downloading a calling list, the time listed under "lastcallplaced" field is showing in GMT and not the customer's time zone.
1 vote -
14 votes
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Restrict Access to RingCentral Contact Center by IP Address (Range)
Authorized users are able to access the RCCC environment outside of the network environment. Due to the sensitive nature of the data, many organizations are required to limit access to control environments. For example, in some centers the agents are not allowed mobile phones. This presents a RISK to the project in case of agents sharing sensitive data, which could breach the end Customer’s Data Protection guidance. Proposed Solution - IP Address Range Whitelisting: this will prevent users from accessing the system from outside of customer defined IP address range. Attempts made from outside of the defined IP Address range…
1 vote
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