1197 results found
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Voice Broadcasting
We do a lot of outbound calling for our clients using Engage Voice. I would like to suggest a feature called Voice Broadcasting. Voice Broadcasting is a feature that would allow for a recorded voice message to be played while calling outbound whether the call is answered live or by voicemail. The other dialer we use in a separate bushiness unit has the ability and we would like to eventually use one dialer but cannot if this feature is not available. Please let me know if you need further explanation of what I'm suggesting.
2 votes -
Add Metrics and Data Values in Custom Reports
Customer wishes to request capability of adding additional fields or values in custom reports/report templates whether it be from their end or through the Professional Services team as it would be useful for them to generate reports suited in their business
2 votes -
Call streaming IVR audio
Current Call streaming is capable of streaming audio of Queues and Campaign calls in Engage Voice. https://developers.ringcentral.com/engage/voice/guide/workforce/call-streaming/getting-startedNew idea is the capability of Call streaming dual audio in IVR product as well. This will help in building products related to Virtual agents.
2 votes -
Contact Center - Ability to map multiple unavailable codes to after call work
It would be great to be able to map multiple statuses to After Call Work. In our previous system, we were able to map both a follow up and extended follow up status to After Call work. That way we are able to set the follow up to 90 seconds before putting the agent back to available, but if they were needing more time they could manually change their status to extended follow up. All of that time would then be combined into the same follow up so that when calculating average ACW for agent, skill performance and forecasting all…
2 votes -
Ring Central Contact Center Voice
Users find the auto answer feature answers to fast. It would be good to have a option of a timer or 4 / 8 /12 seconds answer time.
2 votes -
Interaction Failed to Deliver - Due to misspelled email address
We have a scenario where a sent email interaction failed to deliver due to an incorrect email address. The agent received a call from the recipient. The recipient stated they did not receive the email. The agent then reviewed what was sent and noticed the triangle with an exclamation in it. Our question is, how do we alert agents of a delivery notification failure?
2 votes -
Request for dead air/long pauses reporting feature in Ring Central
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 -
Engage voice application should disconnect the call when calling a number no longer in service or disconnected line.
When calling a disconnected number or number no longer in service using the Engage Voice application, the system tries to connect the call for 30 seconds before the system disconnects the call.
2 votes -
Corporate Directory for Yealink T41S
Our customer with User ID: 63422418004 wants to set up a Corporate Directory for their Yealink T41S. Yealink T41S is not on the list of the supported phones to have a Corporate Directory.
2 votes -
Max agent to have toast notifications in windows for inbound calls
It would be helpful if the Max agent was able to push Toast Notifications for inbound calls where a toast notification pop's up within windows with an accept/reject option that when click brings the CC MAx agent window to the front.
2 votes -
Copy Contact Center Holidays
Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.
2 votes -
New report: approver time off details
A report that shows who approved time off through WFM/ Manage Requests function. You can see who approved each request but a report would help with a larger WFM team and review who is making the approvals, including system approvals. Details: Who submitted the request, date of when the request was submitted, the date requesting off, who approved the request and the date it was approved, also include manager or dept informaton for the requestor
2 votes -
Add an adherence widget to the dashboard
Would be great to have an adherence metric widget to the dashboard. The options in WFM dashboard don't address adherence percent.
2 votes -
Show CCRN Numbers dialed from Max to MVP as the CCRN Name
When users dial from the Contact Centre Max system to a MVP User using the Global Address Book the caller shows as the first created user on MVP on the MVP User's side.
2 votes -
Ability to view agents assigned to a Category
It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of that scenario where you can look up a specific category and see who is assigned to it. This would be very helpful from a management perspective.
2 votes -
RCCC Place Partial Time off in Time of Planning
Would be useful for WFM RTAs in setting up partial time offs more quickly rather than adding it manually
2 votes -
RCCC Time off Always on Top
Any schedule with a Time Off/ OOO Activity should be placed on top. it is quicker to have it be seen by any scheduler/WFM RTA
2 votes -
Quickbase CRM
Integrate with Quickbase CRM
2 votes -
Play back DTMF tones in Max keypad
I have a team on CXOne that calls out to other businesses that have up front IVR menus. They would find it useful when selecting an option on the Max keypad would trigger an audible DTMF tone back to them.
2 votes -
Being Able To Send Outbounds Faxes From Email Without Attaching A File
We Would Like To Be Able To Send Faxes Out By Just Tying A Message In The Body Of Our Email When Using "Email To Fax" And Without Having To Attach A File Such As PDF. The Body of The Email Should Just be The First Page. We Send Out Alot Of 1 Page Emails Which Needs To Be 1 Page Fax And Do Not Want To Turn Everything Into A File
2 votes
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