973 results found
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Auto detect calling number
When dialing through RingCentral IVR. The system should already know for what account the customer is calling and the number they used to call RingCentral.
15 votes -
Option to disable the Log out agent feature on the Supervisor Dashboard
Add an option to roles to remove or disable the Force Logout option on supervisor
1 vote -
Extending the 90 Day Limitation for showing Vacation requests in Manage Request and Agent MYZONE
It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.
1 vote -
wanted to have options for the transfer the call for the 2 participant that she merged call
wanted to have options for the transfer the call for the 2 participant that she merged call
1 vote -
Object support in call baggage
When passing data from IVR Studio to Scripting Studio a limitation was found that the call baggage cannot contain an object with multiple values. Allowing for objects to be passed from one part of the platform for another would allow users to have a single web service up front that could provide all of the data necessary for the life of the call.
1 vote -
Allow scheduling of prebuilt reports
We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.
6 votes -
IVR: Create new industry standard for escalations (#ESC / #372)
During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the…
1 vote -
Interaction Failed to Deliver - Due to misspelled email address
We have a scenario where a sent email interaction failed to deliver due to an incorrect email address. The agent received a call from the recipient. The recipient stated they did not receive the email. The agent then reviewed what was sent and noticed the triangle with an exclamation in it. Our question is, how do we alert agents of a delivery notification failure?
2 votes -
Evaluate Logitech H540 as an approved headset for Engage
Hello,Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations.Thank you!
1 vote -
RCCC to provide transcription within SFDC Service Cloud Voice - Real-time and Historical
Customer requires that NiC CX One be able to provide both real-time and historical voice transcription within the framework of SFDC Service Cloud Voice. Competition Vonage offers this today.
1 vote -
Ring Central Contact Center Voice
Users find the auto answer feature answers to fast. It would be good to have a option of a timer or 4 / 8 /12 seconds answer time.
2 votes -
RingCentral Contact Center VDI Support for Azure iGEL OS
Nebraska Furniture Mart utilizes Azure VDI w. IGEL OS. This is currently not supported by NCX and will require testing and support. Deal is in jeopardy status due to current support for VDI.
1 vote -
1 vote
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DFO Inbox Management Improvment
As a DFO user, it would be helpful if resolved or worked cases were removed from my DFO inbox. Currently, if resolved or worked, any emails will remain in the DFO inbox unless manually removed, making it appear that the email still needs to be worked. This is confusing and clutters up the inbox, as does the “2 in inbox” messaging which makes it seem like this is new work and appears to be counting towards my active case count. It would be helpful to have a personal archive where these cases would automatically go after resolving so I can…
1 vote -
1 vote
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Skill Notification History report does not show user who uploaded call list when "auto-start" checkbox is checked.
There is a defect, where the Skill Notification History report does not show the User ID when a skill is started by the auto-start checkbox when uploading a call list. Therefore when reviewing the Skill Notification History report, when auto-start is selected, there is no evidence of what user uploaded the call list. I creaated a support ticket, but the ticket suggested that I create a "new idea" ticket. I think this is a defect not a new idea. Either way, hope that this gets addressed soon.
1 vote -
ENGAGE VOICE predictive dialer
When the predictive dialer (with voicemail detection on) detects a voice mail and leaves an automated message, the system disposition is set to "MACHINE" and the lead status is set to "COMPLETE". We do not want these leads to be considered complete.We would like to have a separate option for predictive dialer (with voicemail detection on) when it detects a voice mail and leaves an automated message.There should be another option aside from being tagged as complete.
1 vote -
To add more than (3) callers in conference call
In existing RC ( MAX agent ) call-flow design, conference room can be connected up to total (3) parties including a host. Request is to add more than three caller’s in conference room and ability to put callers on “HOLD” during the live conference room along with an option to “JOIN” them back in the call.
3 votes -
QM - Allow the ability to determine who receives an agent's "Request Further Review" rather than all "challenges" assign to one person
Currently, QM "Request Further Review" set up only allows for 1 person to be designated to receive these "challenges" and the only choices are either the original evaluator or one other person (in our case the QM manager) to receive all the requests. The request is to allow multiple tiers to review the "challenges". The initial request should be directed to the agent's immediate supervisor. In some instances the supervisor may want to escalate the challenge to the request for review to the QM Manager.
5 votes -
Adding 'Favourites' to Custom Reports in NICE InContact
As more and more of our Business Units are moved across to Ring Central/NICE InContact, we are seeing the number of Custom Reports increase, as they are all building their own reports. We currently have 450+. It would therefore be really good if a User could 'favourite' a particular report, so they can find a report faster.
4 votes
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