317 results found
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admin
For the admin page for EV when pulling up the accounts can the admins only for that account pull up rather than having all admins on C01 or C02 pull up? We could also use it for security reason too as they can have an Id associated with the admin and they have to give us ttheirhere ID
8 votes -
Ability to insert pictures and links in email templates
We do all outbound calling for a number of clients who do fundraising. It would be nice to have the ability to add the company's logo to the emails we send out to their donors. It would also be great to have the ability to insert donation links into the emails for the donors to be able to access the clients donation pages.
1 vote -
Allow data collected from scripts to be included in reporting in Historial reports
With the sunset of Prebuilt reports it is a necessity to have data collected from the script into the historical reports such as the Interactions report which already includes all ACD data but not the ability to import script data.
1 vote -
Engage Voice FedRAMP certified
Engage Voice FedRAMP certified is a deal braker for ALL GOVERNMENT ACCOUNTS as of Jan 2022.This means we can't get this accounts at all. These are 10 year contracts and when the window closes, your may never get e second chance.Please talk with Matt Foosaner with Ring Central SLEDMatt.Foosaner@ringcentral.com
1 vote -
Review Poly Blackwire headsets for approved list
Please review/evaluate the Poly Blackwire headsets (specifically the 3320) for possible approval for recommended headset list. Our teams work completely remote and as with most call centers, have a regular rate of turnover. Oftentimes, equipment is not returned. Therefore, we would like RC to evaluate the Poly Blackwire headset to be added to the recommended list of headsets as it is cost effective alternative to the higher priced bluetooth options.
3 votes -
Agent Conduct Report updates please
As Prebuilt reports will be going away, we are looking for existing historical reports to replace what we currently use. We use several fields from the Agent Session Report Raw and would like to see those fields added to the Agent Conduct Report.Specifically, please add fields for these time buckets - Break, Away, Training. We have a custom bucket, IT Tech, which would be very helpful. Login and Logout time stamps would be great as well.thank you
3 votes -
Admin State Change
Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue.We should be able to change someone's state when required.
11 votes -
Customized Statuses Organizational Wide
It would be beneficial to be able to set customizable statuses beyond the generic canned statuses, like Out to Lunch, Vacation, etc. That could be setup organizationally wide per account. In addition, if there could be multiple voicemail options that would sync based on status setting, i.e. Status set to Vacation and greeting would advise caller out on Vacation, or In A Meeting. Instead of users having to re-record their main voicemail greeting every time. Thank you.
1 vote -
Agent Login Time Historial report log time in a hours and minutes decimal instead of showing days hours minutes and seconds instead of s...
...howing days hours minutes and seconds.. I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) neither of which changes it into the decimal format we need.
2 votes -
Engage Voice - Interactions Details Report - add ability to filter by UII
Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you
2 votes -
Changing Estimated Hold Time Message from Max Q Time to Average Q Time
When callers sit in queue, they hear "your estimated hold time is x" and that time is based off Max Queue Time (longest call in the queue). We're worried our callers hear a long wait time based off a single call, and than hang up. If they would've waited another minute or two, their call would have been answered. We would like our callers to hear the Average Queue Time (which is often minutes shorter than the Max time) instead of the Max Q Time.
9 votes -
Create a Virtual Agent Voice Bot for RingCentral
Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.
1 vote -
Create a preview timer that notifies Agents how much time they have to preview a lead before it disappears (would like the ability for A...
...dmin to configure). Right now, agents do not know how much time they have before a lead goes away. It would be great to see a timer to help get thru tasks and take the lead.
1 vote -
Ability for agents to create a custom voicemail recording themselves
Current process involved Admins uploading vm greeting files for personal queues. With a large amount of agents, and turnover, this is cumbersome and time consuming.
1 vote -
Create the ability to auto fetch single leads as opposed to having to manually fetch a new lead.
This would ease work flow for agents
1 vote -
In the call history, display the ability to see the duration of every call
Right now you have to click into each call to see call duration, which is time consuming. It would be nice to see the durations of all calls on the main page
1 vote -
Option to disable the Log out agent feature on the Supervisor Dashboard
Add an option to roles to remove or disable the Force Logout option on supervisor
1 vote -
Object support in call baggage
When passing data from IVR Studio to Scripting Studio a limitation was found that the call baggage cannot contain an object with multiple values. Allowing for objects to be passed from one part of the platform for another would allow users to have a single web service up front that could provide all of the data necessary for the life of the call.
1 vote -
DELETE (ON ALL INCOMING) - Prompt me to press 1 before connecting the call
There is no option to remove the "press 1 to answer" for Non-Ringcentral numbers. This feature can only be turned off when calls are forwarded to the app or deskphone. Please it would be useful to have a general toggle button to have an option to remove "Press 1" for non-ringcentral numbers.
10 votes -
Evaluate Logitech H540 as an approved headset for Engage
Hello,Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations.Thank you!
1 vote
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