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  1. We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…

    18 votes

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  2. I have a small shop, and users go on unavailable but still are on call if the call volume spikes. Such users have to devote desktop space to have a MaxAgent window displayed, and the have to cast eyes on the same. Our last phone system had a setting where after calls are waiting 60 seconds, anyone signed in but unavailable got a popup notifying them of the need to take calls. I cannot describe how disappointed I am with this gap.

    2 votes

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  3. When making outbound calls manually, MaxAgent adds more than ten seconds to each call. A dialer is not a solution. The number of clicks, float and click, etc is not tenable

    1 vote

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  4. I was unable to hear the conversation between two internal agents even after I selected 'play contact' to listen to all segments, a part of the conversation was missing and all I could hear is hold music. I reported the issue and received the below from the engineer: When trying to listen to recordings it is best practice to go into reporting > prebuilt reports > contact history and put your CID in there so you can see all legs of the call at once. Doing it from other places in contact center may not have the entire interaction with…

    1 vote

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  5. Details of the enhancement: When selecting ACD, Lists, Calling and downloading a calling list, the time listed under "lastcallplaced" field is showing in GMT and not the customer's time zone.

    1 vote

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  6. We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for working voicemails. At current state, the only way to listen to VMs is to be in available. But if we need the inbound calls answered before the VMs are worked, we can't without removing the VM skills from the rep. What we need is: Available, Working VMs - No External IB or Internal IB…

    2 votes

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  7. Currently only DND and busy is communicated to the Max Agent. Our Max users need to be able to see if they are transferring a call to a user that is out of the office or are invisible (or offline) . Currently users that are logged off will show green, and only checking with UC will show that they are offline.

    1 vote

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  8. there has to be an indication that a certain message was sent using phone or computer

    1 vote

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  9. Authorized users are able to access the RCCC environment outside of the network environment. Due to the sensitive nature of the data, many organizations are required to limit access to control environments. For example, in some centers the agents are not allowed mobile phones. This presents a RISK to the project in case of agents sharing sensitive data, which could breach the end Customer’s Data Protection guidance. Proposed Solution - IP Address Range Whitelisting: this will prevent users from accessing the system from outside of customer defined IP address range. Attempts made from outside of the defined IP Address range…

    1 vote

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  10. Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.

    5 votes

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  11. 7 votes

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  12. When you play a VM the first time, it gives the timestamp. But if you start over or rewind, there is no timestamp.
    The feature request is to ensure there is a time stamp is added to voicemail skill & give the timestamp for when the voicemail was received & make it easily available.

    1 vote

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  13. Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there must be a log somewhere that is associated to the EXTERANLID or the CONTACTID. I need a file, extract, API to get this data while you guys figure out how to get it included in my PC dataset

    1 vote

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  14. Agents made an outbound call and was on the line using RC apps , She was on available status on MAX agent . Another call receive from the MAX and made a conference call with the other person on the line.

    1 vote

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  15. RingCentral Contact Center Voice / article 1160 - it would be helpful if it would have a click to dial feature

    1 vote

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  16. When I go to fax, it suggests using a contact, but what good is that if the contact doesn't have an associated fax number????

    1 vote

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  17. Today, I can get daily reports and filter by the hours of the day. I cannot do that for a roll up of performance of our call center at the monthly level for Sr Management level reporting

    2 votes

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  18. The ability to dictate that, If a caller is not in SFDC today, an agent MUST create a contact/account record before they can close out an interaction.

    1 vote

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  19. When customers use the Supervisor application with the Contacts, they view agents active contacts in real time. Some would like to be able to filter the contacts view by teams. Although you can choose the teams view, it does not provide the same Realtime contact information needed.

    1 vote

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  20. Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.

    1 vote

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