713 results found
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Overflow Group Display Settings
Customer would like to have a feature where in the display settings of initial call queue will be reflected if the call was transferred to overflow group if the maximum wait time is reached.
2 votes -
Bulk download all devices and digital lines
Option to bulk download all devices and digital lines so customers don't need to contact us if they need to retrieve the file
2 votes -
RCEX - Ability to choose a queue to answers call from
Ability for the agents added to multiple queues to choose which queue will they answer calls from. Other than just accepting the queue.
2 votes -
Be able to assign a different ringtone to contacts.
We have a secure builidng and I used to have a different ringtone assigned to a call coming from the call box. It made easier to answer in a more appropriate way. My screen does still come up and say 'front door' but the ringtone helped if I was not sitting at my desk. Not sure why this feature went away.
2 votes -
RingCentral University
RingCentral should provide a report within the Admin Portal that allows account administrators to track whether users have completed training in RingCentral University. This data should be easily accessible to help ensure user adoption and engagement.
7 votes -
status no agent logged on by a hotline
if the status is no agent logged on by a hotline workflow, it would be good if the waiting time could be skipped and forwarded directly to an external destination, for example.
7 votes -
Automatically Add and/or Remove Shared Voicemail Extension
Option to add or remove the user shared voicemail if they are out of office
2 votes -
Make EMAIL ADDRESS an available Column in NICE Digital interactions
I would like to request the inclusion of the customer’s email address in the available column fields within the Interactions tab of the RingCentral Contact Center (NICE CXone) interface.
The current column options include fields such as Customer Name, Case ID, and Channel, but not the customer’s email address.
Adding the email address as a selectable column would significantly enhance our ability to identify and remove duplicate records when generating reports, thereby improving data integrity and operational efficiency.
4 votes -
2 way presence sync on NICE InContact and Engage Digital platforms
The request is from agents who would like to remain UNAVAILABLE after completing the email. Sometimes, they are preparing to go on BREAK or LUNCH or to end the day and want to finish that last email without being pushed another one. When they are pushed that next email, they would have to get out of ROUTING MODE and go into INBOX MODE and will have a missed interaction. Or, their Max Agent becomes AVAILABLE and is pushed a skill call and they can not reject the call.
2 votes -
Real Time Dashboard Updates
Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.
36 votes -
MVP & Max Launch As One
Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.
30 votes -
Answer Calls through MVP
The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.
29 votes -
Add Hold & Transfer Funcitonality to MVP
The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management
27 votes -
Add Activity
When you add an activity code to a schedule you choose the code then the timeframe. If I go back and change the code after selecting the timeframe it changes the timeframe to a 15 minute interval. The timeframe I entered shouldn't change just because I chose a different activity code.
2 votes -
Meeting Scheduler
In meeting scheduler the current duration is required in minutes (ex. 420 minutes). Calculating minutes for an all day meeting seems archaic. There should be a drop down to choose hours and minutes or at least be able to choose a start and end time i.e. 9:00am - 4:00pm.
1 vote -
Unavailable code colors
We would like more than one unavailable code color. This would make it easier at a glance to distinguish between certain meetings or trainings. Currently the "busy" (unavailable) code color is orange. The problem is if an agent or supervisor is coded unavailable for calls during the day their base schedule shows orange. If I need to also schedule a meeting on that same schedule it's also orange. This makes it difficult to visually see the difference between the two. The system should be able to handle more than one unavailable code.
1 vote -
different accept queue calls switches for each call queue you are in
Separate accept queue calls switches for each call queue you are in
2 votes -
desk phone label name
Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.
5 votes -
shared personal contacts
To enable automatic sharing of saved personal contacts with all company employees without requiring file uploads or directory integration.
4 votes -
Call Queue Overflow in Alphabetical Order
Requesting Call Queue (Overflow) - Route calls to members to add an option for "Alphabetically Order"
1 vote
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