676 results found
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Pin admin navigation menus
Need the ability to either pin open sub navigation menus, or have them expend under the navigation menu like ring ex.
Example screenshot of the sub navigation menu that I'm referencing above.
5 votes -
Schedule reminders in WFM for Contact Center
Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.
10 votes -
Auto-Population of email address in DFO Agent
Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.
This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.
1 vote -
Hearing Impaired Solutions for Contact Center
Hearing impaired solutions for Contact Center. Need a way for the hearing impaired to easily use the integrated softphone and all other Contact Center interfaces. Ideal solution would be for Closed Captioning, with a wide range of options, to work seamlessly with existing Contact Center solutions. Hearing impaired users will need the ability to read what the caller is saying, as well as any audio sounds that need converted to a hearing impaired solution and/or Closed Captioning of some kind.
1 vote -
Enhanced Calibration Report
Within QM, provide a more robust calibration report that shows each evaluator's scores/comments by question type with the variance. At this time, we have to run a separate report on each evaluator to see the variance but you cannot easily compare the evaluators for the most valuable calibration meetings.
8 votes -
call back function in call queues for long waiting callers
we as Vodafone ringcentral users are missing "call me back function " to allow customers calling our Technical call center to decide after waiting period to request a call back by a simple prompt. If the customer has no number published an information to the customer that he has to provide the phonenumber by voicemail would be great. At the moment we have to see if a workaround could be used but that is not convenient for a modern call center application
3 votes -
Assigning an administrator for Cost Centers
As per article https://support.ringcentral.com/article-v2/8211.html?brand=RC_US&product=RingEX&language=en_US, "Admins can create a hierarchical structure of billing codes that reflect their organization by department or location and RingCentral account, and allocate incurred expenses to better understand and assign costs."
The only workaround is to set a role that has access to the Billing tab and Cost Center. We don't have an option yet for assigning an administrator to a specific cost center.
3 votes -
View DID number campaign attachments from Admin Portal
It would be useful to see either from a user perspective or a number perspective if the number is associated with a SMS campaign. Currently, if you need to remove a number from a campaign there is no way to know which one it is in. You have to search each campaign one at a time. Being able to see which campaign the number is attached to, or see if it is attached at all would be useful. That or provide the ability to add a number to a target campaign, even if it exists in an existing campaign.
5 votes -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
7 votes -
Emergency External number
It would be a good idea if we can add 3 digit emergency contact numbers in the Account Settings > Directory Integration > External Shared Contacts Directory for all staff to be able to access to. For example: 911 and 988 are emergency numbers, but we cannot export that into the external shared contact directory for all staff to use
2 votes -
Dark Mode for Contact Center
Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!
10 votes -
Add DNIS/ANI or Contact ID to MyZone Logs
To help Agents when locating calls on MyZone, it would be useful to have additional columns inclding DNIS, ANI and Contact ID, rather just searching on date/time. Segment ID means nothing to the Agent
4 votes -
Porting Numbers from Local Phone Provider in Japan or Korea to RingCentral
"I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
Unfortutately, it did not work.
I am wondering if there is any update on porting numbers in Korea and Japan."5 votes -
Ability to listed to calls in Admin portal call log at different speeds like it is available in RingSense.
Ability to listed to calls in Admin portal call log at different speeds like it is available in RingSense.
Ideally, we want the option to listen to calls at 0.8x, 1.25x, 1.5x, 1.75x and 2x.
3 votes -
Increase Character limit in contact center
Increased character limit (currently 50) so they can assign CXone attendant to user who already have a profile established in Contact Center.
1 vote -
Report DID's SMS campaign & SMS Status
We need to generate a report that shows numbers that have SMS enabled but not assigned to a campaign.
We can currently generate a report that shows a number's SMS capability and we can check the numbers if they are associated to an SMS campaign or not but not an actual report that would show both
17 votes -
User extensions groups Ring All
If using a Different User Extension to set up (like)a call queue group, and assigning a user who has a ring all setup (for example if the user has MS Teams and Deskphone), it will work if you call the user the "ring all" will work, however, if you include the user in a User Extension to set up (like)a call queue group, it will not ring both (MS Teams and Deskphone) and you need to add the each DL's of (MS Teams and Deskphone) to the call handling of User Extension to set up (like)a call queue group to…
3 votes -
New CXAgent - "New Outbound" Icon not intuitive
The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.
Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.
1 vote -
Month on Month Seeking (Forward/Backwards) button for Schedule/Intraday Manager
As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.
As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.
It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…
2 votes -
Metrics Summary Dashboard Widget - Need to Include a 'Refusal Reason' Metric
Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).
Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.
As it stands, we have the current metrics for refusals:
Refusals
% Refusal Time
Refused Time…1 vote
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