724 results found
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call recording using delegate
Ability to access Call Recording when using delegate phone number without filtering by extension
4 votes -
Provide an API that reports on how many agents are available within a call queue.
Provide an API that reports on how many agents are available within a call queue. This can then be used to make a routing decision before sending the call to a particuar queue.
2 votes -
Allow 911 notifications to be tied to specific Call Queues or Sites\Markets\Regions
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.
18 votes -
Agent Facing Quality Averages/ Date Filter
The same view that a Quality Manager has of an agents quality performance (quality averages and date range/ filter) should be available as an agent facing enhancement in an agents MyZone.
1 vote -
Feature Request: Enable Admin Access to Configure SCP Parameter 1201
The customer is experiencing an issue where they are unable to receive faxes on numbers forwarded to a site. The resolution involves enabling SCP Parameter 1201: "Company/site FAX should follow company/site call rules". However, this feature is not currently available for the customer to enable directly via their Admin Portal.
Provide customers with the ability to enable SCP Parameter 1201 through the Admin Portal to allow them greater control over their fax configurations and avoid dependency on support for activation.
Customer Impact:
Inability to receive faxes as expected on site-forwarded numbers without support intervention.
Additional delays in resolving fax-related issues…4 votes -
busy
We have custom workflows for calls which are not answered. It would be good to allow calls to follow down the same route when BUSY on another call or on a TEAMS call. It makes no sense not to allow this when customer workflows are being used.
1 vote -
Automatic Agent State As "Available" Upon Agent Login to Max
Currently, agents are logged in as "Unavailable" by default and mujst manually change their status to "Available" after login. Users would like to introduce a configurable setting in the Admin or User Settings, allowing administrators to choice their default log in status. Users would like the options this option to be available globally for all agents or personalized per agent.
Use Cases:
Call Centers: Agents loggin in during peak hours can start handling calls instantly without manual actions.
Hybrid Teams: Certain roles may need to start as "Available" to meet SLAs, while others might requrie time for preparation.Potential Impact: …
3 votes -
Chat notifications in CX One
Currently an agent only gets one alert when a chat come in. There should be a series of alerts when a chat comes in similar t a phone call. Provide a list of tones that ring until the user is timed out. One alert increases the number of agent refusals.
4 votes -
Allow Manual Altering of Bi-Directional Sync State
Customer would like for agents to be able to alter in and out of their Bi-Directional Sync state. This is currently hard-coded as an agent state, but there's no flexibility into the ability of altering this state. Customer would like the ability to be able to manually change this state on the fly at the user level, or perhaps have the ability to edit for certain users.
2 votes -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
7 votes -
Remotely change Hours of Operation Branch Override in Nice InContact
In an emergency (i.e. fire alarm requiring a site evacuation) it would be useful to be able to set the Nice InContact Hours of Operation Emergency Branch Override remotely. That way Contact Center calls could be routed elsewhere during the emergency.
Even if it's a script created in a Studio that could be triggered by calling a number ?1 vote -
Dashboard Visibility for Administrators
For Admin users on NICE In Contact, it would be helpful to be able to have an option on a security role to automatically share all dashboards. I believe this could be done on the old style dashboards, but on the new version, these have to be manually shared with a user, which makes supporting faults with them more complex
4 votes -
2N Intercom
Add 2N Intercom in the list of supported devices for IP Intercom
2 votes -
Allow for contacts to be sorted and displayed by last name
Allow for contacts to be displayed and sorted by last name
1 vote -
View DID number campaign attachments from Admin Portal
It would be useful to see either from a user perspective or a number perspective if the number is associated with a SMS campaign. Currently, if you need to remove a number from a campaign there is no way to know which one it is in. You have to search each campaign one at a time. Being able to see which campaign the number is attached to, or see if it is attached at all would be useful. That or provide the ability to add a number to a target campaign, even if it exists in an existing campaign.
6 votes -
Automatically disconnect the RC App from Max Agent when call ends.
Automatically disconnect the RC App from Max Agent when call ends.
Completed calls in Max Agent when ended should also disconnect or end the RC App agent leg. Customer states that when calls are done in Max, users forget the they still have to end the connection in the RC App. If RC App is left alone and a user gets another call, next call will be auto answered.
3 votes -
Ability to Print Email Chain
As an insurance company, we are required to retain the entire content of our emails to/from our customers. This means having a Print option where we can print the entire email chain and attachments to an image printer or PDF. This is a critical feature that is holding up moving exclusively to RC Email Routing.
2 votes -
bypass hours on internal calls
- would like internal calls to bypass user hours
- Clients also call users directly and follow user hours
- On after hours they do internal calls and being routed to voicemail
Proposed solution
- If you go to my extension, after hours there should be an option to either send to voicemail or internal calls send to phone4 votes -
Significant Opportunity within the Financial Services Industry for RingCentral
Allow for Corporate monitoring of RingCentral Text Messaging for Broker/Dealer Compliance Departments.
Text messaging is not allowed for business purposes for Financial Advisors due to regulations that require those messages to be monitored. In order to allow this, my firm contracts with a provider to monitor those communications. However, this requires a separate phone number be established for clients to send text messages. Clients do not differentiate between their Advisors phone numbers when texting so this approach does not work well. If you are able to allow access to text messages for users that can be monitored, you would be…1 vote -
ability to access contact center voicemail through phone
customer would like to access Contact center voicemail through a phone.
would like to be able to access voicemail if users don't have access to their computers.
would like to be able to dial via any phone to listen to their Contact Center Voicemail9 votes
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