1487 results found
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Update RingCentral agent availability statuses in Salesforce user fields
We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesforce or not, but we would like to be able to see 1) if the agent is active in RingCentral, and 2) if they are currently on the phone. This would enable us to prioritize sending new leads to agents who are logged in but are not currently on a call, thus improving the likelihood of that new lead receiving a speedy…
2 votes -
Quality planner / Scorecard settings - Allow dispute to go to Another person
Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.
2 votes -
Salesforce Adapter needs seach to be case insensitive
Corporate Directory search in the Salesforce Adapter is case sensitive. It needs to be insensitive to match Cmax client.
2 votes -
Salesforce Adapter shows inactive agents in search
Salesforce Adapter is showing inactive agents in search. It needs to hide these to match the CMax client.
2 votes -
Salesforce Adapter needs integrated softphone option
Salesforce Adapter needs to support the integrated softphone option the way CMax client does.
2 votes -
Salesforce Adapter does not allow the removal of Mask
The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
2 votes -
Audit Trail Report on Manage admins website
I want to know what my admins do inside the https://portal.vacd.biz/manage site.Monitoring calls, running reports, pausing leads. Listing their name, date of action, type of action. They have access to a lot of information in the manage portal so we need to know what they were looking at and when. This should be a real detailed report available to see.
2 votes -
Add whisper before connecting from IVR node
This user pretty much laid it out https://community.ringcentral.com/questions/98562/whisper-in-ivrcould-i-set-up-a-whisper-in-the-ivr.htmlWanted to make sure it was entered as an idea.Our aim is to provide the best possible service, so knowing the context of the call before answering is very important.Add a phrase to every end node of an IVR tree or concatenate phrases at each node as the user traversed the tree.
2 votes -
Capability to Pull Agent Call Logs via the integrated EngageVoice SalesForce App
Our version of EngageVoice is integrated with SalesForce via an App and we are unable to pull Call Logs for our Agents. I would like the functionality of pulling Agent Call Logs to be implemented into our version of EngageVoice that is integrated with SalesForce so we can troubleshoot issues that our agents are experiencing and diagnose what is happening in our implementation.
2 votes -
Add the date into the Chat streams in Agent view. Currently it only displays time.
In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.
2 votes -
Gamification
Gamification across RC products for contact centres and sales teams = Great for productivity + I read somewhere that gamification is worth about 14.4Billion across the globe!
2 votes -
Add a filter for monthly reports to drill down to business hours only in lieu of 24 hour period inclusive
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 -
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 -
Enable Management of Stations via API
Currently, nearly all aspects of a user can be managed (created, updated, removed, etc.) via API. This allows for a great automation of users, despite the current lack of AD integration. Enabling the management of stations via API would allow for significantly improved automation and workflow design.
2 votes -
Need reports extracted immediately after 00:00 Hrs EST
Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with correct data
2 votes -
Mute current call that came in as an incoming call but not mute for warm transfer
Mute current call that came in as an incoming call but not mute for warm transfer. A call comes in, we talk and it's determined that they need to be transferred. I mute that call so that in case they have new information to add like "I was able to get it to work now, I don't need a tech", I can hear them but they don't have to hear me typing and trying to find someone to help them. Then when I call the tech for the warm transfer, I should be automatically unmuted with this new connection instead…
2 votes -
ENGAGE VOICE predictive dialer
When the predictive dialer (with voicemail detection on) detects a voice mail and leaves an automated message, the system disposition is set to "MACHINE" and the lead status is set to "COMPLETE". We do not want these leads to be considered complete.We would like to have a separate option for predictive dialer (with voicemail detection on) when it detects a voice mail and leaves an automated message.There should be another option aside from being tagged as complete.
2 votes -
Independent Evaluation Not Tied to an Interaction
We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.
2 votes -
Admin Hierarchy Changing in Engage Voice
Currently if you delete the parent admin you have the ability to move its children to be under a different admins or put them in the root.Can this ability to move admins be implemented as an option without having to delete accounts.It would be very useful from an organizational standpoint as people join, leave, and move within an organization.
2 votes -
Granular permission Rules
Security restrictions be set at a granular level for ACD settings instead of blocking all or nothing (Ex: blocking a team prevents seeing that team in the directory.
2 votes
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