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  1. Engage Voice FedRAMP certified is a deal braker for ALL GOVERNMENT ACCOUNTS as of Jan 2022.This means we can't get this accounts at all. These are 10 year contracts and when the window closes, your may never get e second chance.Please talk with Matt Foosaner with Ring Central SLEDMatt.Foosaner@ringcentral.com

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Please provide the ability to export dispositions natively from the EV Admin portal, and then to be able to modify that file and to also import that format to modify/add new dispositions. Alternatively, see if there's a way to provide a centralized manager for dispositions, that way they can be assigned to queues/campaigns and can be edited just once if the need arises. Current process doesn't always allow for bulk editing and it is currently a very time consuming task.

    10 votes

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  3. When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller, the ability to hear music or messaging while "on hold" disappears. The same is true for each part of our IVR within the contact center.

    4 votes

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  4. Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are occupied from the first instance of service.

    3 votes

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  5. It would be beneficial to be able to set customizable statuses beyond the generic canned statuses, like Out to Lunch, Vacation, etc. That could be setup organizationally wide per account. In addition, if there could be multiple voicemail options that would sync based on status setting, i.e. Status set to Vacation and greeting would advise caller out on Vacation, or In A Meeting. Instead of users having to re-record their main voicemail greeting every time. Thank you.

    1 vote

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  6. Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled. Please remove the Inbound Auto-Answer setting from Agent permissions, moving this setting to Admin Only. Currently agents can control and adjust this setting at any time wither intentional or accidental impacting service levels for ALL skills/LOB's.

    7 votes

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  7. Using the HISTORY log to transfer calls is not something that our company would like to offer as an option to our users, or at the very least, we would like to have the ability to toggle it off. At no point do we want to give our users the ability to transfer a caller to another user who called in previously. Furthermore, if you glance over the HISTORY, which is displayed in small gray text, you will notice that the skill name is bolded within the block of information. This has caused confusion among some of our users over…

    8 votes

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  8. At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.

    14 votes

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  9. Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.

    8 votes

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  10. When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured.I would like to see CNAM be captured in a Studio variable so that it can be used or passed to the agent accepting the call.

    1 vote

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  11. Please implement an API (or update to the callback programming) that would restrict outbound system generated callbacks by time zone. The goal of this update/API would be to limit the ability to launch a requested callback to an area code outside of legislated calling hours for that area code.

    2 votes

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  12. Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.

    1 vote

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  13. Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the number abandoning from that path, and the number requesting an agent from that path.

    1 vote

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  14. At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and inefficient. It would be great to have the ability to add skills to the relevant disposition once it is created.

    1 vote

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  15. Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call

    1 vote

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  16. Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted

    1 vote

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  17. Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.

    1 vote

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  18. I am writing to request a feature for the Ring Central tool that would allow us to report instances of dead air/long pauses during calls. It would be incredibly helpful for our team to have this feature as it would allow us to monitor call quality and ensure that our customers are having the best experience possible. When reviewing an interaction, we have the ability to skip the silence so I think this data can be tracked and reported.Thank you in advance.

    2 votes

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  19. When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option to say the extension they want.

    4 votes

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  20. Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.

    1 vote

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