973 results found
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Timezone option for Engage Voice Historical Reports
In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports
1 vote -
Engage voice application should disconnect the call when calling a number no longer in service or disconnected line.
When calling a disconnected number or number no longer in service using the Engage Voice application, the system tries to connect the call for 30 seconds before the system disconnects the call.
1 vote -
Ability to import/export configurations during implementation
This would enable our PS team to much more seamlessly implement RingCX so as to increase margin for implementations
2 votes -
Add SMS Logs to Manager Role
The account with User ID: 893660048 requested for users who have Manager a role to have access to SMS logs. Managers have access to Analytics but SMS logs is not on Analytics report.
1 vote -
text-to-speech feature for the disabled
Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…
41 votes -
Bidirectional presence sync
Shorten the normal delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. With that amount of delay, there are calls still coming in when it is queueing.Support Case: 19719414
1 vote -
CNAM feature for Canada
We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.
26 votes -
EV: global address book is not available unless you are on a call
EV: global address book is not available unless you are on a call
1 vote -
Restore time limits to Agent List in Dashboard
The "old" dashboard under reporting has a feature where time limits could be put in specific not ready activities. This is not available in the current dashboard and is definitely missed
1 vote -
Allow Email or Username/PW authentication for SFTP Message Exports
When configuring automated exports for Digital channels. It only allows configuring posting to a SFTP using a SSH key. Please either allow exporting it either by allowing it to be sent to an email; or enable username password authentication in order to post to the SFTP similar to the Prebuilt reports feature in Engage Voice.
5 votes -
Download Calls - Performance Reports on PDF format
User ID: 2255562005
Company Name: LA Financial Credit UnionThis business is requesting to have an option to download reports on PDF format1 vote -
Text messaging with customers and ring central
For text messaging on ring central. allowing all users of ring central to receive text messages simultaneously from the main number. This will allow all users to see text thread and reply to customers when other users are not available or have ended their shift. Closing the gap or potential for customers to not be responded to or getting a response in a timely fashion.
1 vote -
Auto Log Off an Agent feature
The customer would like an Auto Log Off an Agent feature which do not what to have to manually log off the agent in Supervisor every day
1 vote -
WFM ability to separate scheduling units by role
Departments would like to ability to restrict viewing other departments scheduling units as well as prevent other supervisors from receiving time off requests from other departments. If we could restrict this at the role level this would be great.Thanks,Patrick
3 votes -
ACO Contact Center Voice chrome ext built.
The customer needs an ACO app equivalent to the RCCCV chrome ext where the auto answer feature is built in. In order to utilize a feature like this, they need an ACO Contact Center Voice chrome ext built.
4 votes -
Quickbase CRM
Integrate with Quickbase CRM
2 votes -
Have the Option To Set Lead Validity on Engage Voice
When customers upload a list/leads on their Campaigns for EV if we can please provide an option for them to set the validity of these leads
1 vote -
Make outbound calls while on an email contact
Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark email contact, (5) complete the email email contact, (6) go back to Available.It would be nice to be able to place the outbound call while still active on the email contact.
1 vote -
Engage Voice | Audit report for for Agent's who got logged off.
An additional Audit Report for Agent's who got logged off all of a sudden. This report should have the timestamp and the reason for disconnection.
1 vote -
Contact Center - Ability to map multiple unavailable codes to after call work
It would be great to be able to map multiple statuses to After Call Work. In our previous system, we were able to map both a follow up and extended follow up status to After Call work. That way we are able to set the follow up to 90 seconds before putting the agent back to available, but if they were needing more time they could manually change their status to extended follow up. All of that time would then be combined into the same follow up so that when calculating average ACW for agent, skill performance and forecasting all…
2 votes
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