6 results found

1. Feature Request: Super Admin Self-Service Contact Center Routing Change

   Introduction:
   This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

   Current Situation:

   Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

   Proposed Solution:
   We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
   Access a dedicated section for managing Contact Center routing, Select North America as the desired routing destination for example.

   Implement the change with a clear confirmation message. This confirmation message should explicitly state that the change modifies routing behavior.

   Benefits:
   Increased Efficiency: Super Admins can make routing changes independently, without waiting for support.

   Improved Customer Experience: Faster routing to North American agents ensures a seamless experience for customers.
   Reduced Support Load: Frees up RingCentral support resources for more complex issues.

   Security Considerations:
   This permission should be exclusive to the Super Admin role to maintain control over routing configurations.

   Implement a confirmation step with a clear warning message before finalizing the change to prevent accidental modifications.

   Consider an audit log to track routing changes made by Super Admins, located within the Security section of the Administration tab.

   Conclusion:
   Granting Super Admins self-service access to modify Contact Center routing to North America would significantly improve efficiency and empower them to manage routing configurations independently. This aligns with the goal of providing a seamless and responsive experience for both Super Admins and their customers.

   Additional Notes:
   This feature aligns with the concept of Role-Based Access Control (RBAC), granting specific permissions based on user roles.

   The proposed location for the setting under Advanced Settings reinforces the idea that this is an optional configuration not enabled by default.

   Introduction:
   This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

   Current Situation:

   Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

   Proposed Solution:
   We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
   Access a… more

   5 votes

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2. Admin Portal: "Automatic" or "Manual" desktop app update push for new releases

   Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.

   Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.

   Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.

   We have a monthly update window for other updates on the network to provide a controlled time for disruptions to occur. I would like to manually control the RC Desktop App update process to occur during this window.

   Also, I would prefer a single point of control for the manual update to push new versions to all desktop apps simultaneously (as opposed to individually logging into each desktop to initiate the upgrade).

   Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.

   Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.

   Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.

   We have a monthly… more

   3 votes

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3. Call routing that feature that will go back to the top once it's at the bottom

   The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.

   2 votes

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4. SMS Logs Filter by Department

   It would be helpful to add Department to the filtering options in the SMS Logs under Reports. In addition the ability to download what is filtered would be much more efficient than parsing in Excel.

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5. Admin Portal Add Manaul Configuation Paramenters to Push to Phones

   I have Avaya J159 phones that have a feature called Do Not Disturb (DND). If a user sets the phone to DND, that doesn't synchronize back to the server so DND does NOT show up in the contact list, or anywhere else so staff know they are in a DND/Unavailable state. If I log into the web interface for the phone, I can disable the feature and make staff set their availability on RC desktop or mobile. Since there isn't anything in Admin Portal that allows me to selectively disable features, I have to go to every phone and disable that feature. I would like to have someplace in RingCentral where I can add string(s) that would get sent whenever the configuration file for the phone is sent which would add these string(s) to the file. In this case, the string would be "SET ENABLE_DND 0".

   I have Avaya J159 phones that have a feature called Do Not Disturb (DND). If a user sets the phone to DND, that doesn't synchronize back to the server so DND does NOT show up in the contact list, or anywhere else so staff know they are in a DND/Unavailable state. If I log into the web interface for the phone, I can disable the feature and make staff set their availability on RC desktop or mobile. Since there isn't anything in Admin Portal that allows me to selectively disable features, I have to go to every phone and disable… more

   2 votes

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6. Allow 911 notifications to be tied to specific Call Queues or Sites\Markets\Regions

   Right now the 911 notifications are an all or nothing approach. We have sites across the US and teams that handle each one separately. I would like the ability to tailor the 911 notifications to the teams that handle each region vs. have them receive ALL the notifications.

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