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1389 results found

  1. I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

    Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.

    5 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  2. InContact: Copy Holiday Tables

    It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.

    6 votes
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  3. Add a field to MaxAgent to paste a phone number to launch a call quickly

    We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.

    1 vote
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  4. Max Agent Logout confirmation toggle so you can disable it.

    We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does not prompt the agent so the calls stay in their own queue.

    1 vote
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  5. Quality Planner - Attach Customer Phone Number when account populates under tasks

    Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.

    1 vote
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  6. Allow the 'RingCentral App' for Android/iPhone to work as an endpoint (agent leg) in Contact Center

    The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.

    6 votes
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  7. Allow Giphy & Screen shots to be shared even if Upload from computer/mobile is disabled in File Sharing for the app

    This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers

    1 vote
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  8. Abandoned Reports that Monitor Abandoned reconnect success

    It would be helpful to have access to detailed information regarding daily abandons, as well as successful follow-up to or from the contact. It's essential to identify which abandoned contacts have been reconnected with the agents, providing resolution.

    2 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. Synch the Evaluation to the Interaction

    On one screen evaluators can view, listen and score with pause while typing. Currently The Interaction and Evaluation open in separate pages and the Evaluator must toggle between the pages if they want to view or pause the interaction as they move through the Evaluation form.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  10. MMS support for native Contact Center SMS channels

    The native SMS options offered by RingCentral Contact Center (either via MAX or DFO) do not offer support for MMS messages. Only the Textel offering provides MMS support. MMS is used extensively in the US & Australian markets as it is included within mobile plans.

    3 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  11. Disable/Enable 2 Factor Authentication on certain users

    It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device

    20 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  12. Pulse alerts for refused calls or agents in Unavailable: Refused state.

    It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.

    14 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  13. Ability to take DNC's off the List thru an upload

    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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  14. MaxAgent Inbound Call Waiting Alert

    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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  15. Eliminate MaxAgent Outbound Dialing Delay

    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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  16. Listening to an entire interaction under 'interactions' without having to go into the prebuilt reports.

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. Time zone to match company time zone when downloading call attempts list

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  18. More Available Codes

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. Communicate presence (Offline, or invisible) to Max Agent

    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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  20. INDICATOR IF A MESSAGE WAS SENT FROM MOBILE OR COMPUTER

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

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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