52 results found
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Auto-receptionist
Customer wanted to have a seperate settings for the second auto-receptionist number on the account so she can set up a different call routing for a different number that is assigned to the auto-receptionist.
1 vote -
call recording using delegate
Ability to access Call Recording when using delegate phone number without filtering by extension
3 votes -
[Quality Management] Allow scheduled evaluations to be transferred to another team
A staff member was transferred to another team after an evaluation was issued but before it was concluded. This staff member now has a different leadership team and the previous leadership team would like to transfer the evaluation to them. their team had not been updated in a timely manner in contact center so the call no longer relates to the previous team but they cant transfer it to the new team or remove it from their scheduled evaluations. They would like there to be an option to transfer it to another team but were unable to find any means…
1 vote -
Customizing Faxes: Removing "@rcfax.com" domain from email to fax
When sending a fax via email, the fax header and cover letter currently include the full email address (ie: 1234567890@rcfax.com. The customer only wants the destination fax number (ie: 1234567890) to appear on the header and the coversheet aligning with their branding and improving readability for receipients.
This enhancement would provide gerater flexibility and professionalism, catering to customer-specific needs and increasing satisfaction with the email to fax feature.
2 votes -
Feature Request: Enable Admin Access to Configure SCP Parameter 1201
The customer is experiencing an issue where they are unable to receive faxes on numbers forwarded to a site. The resolution involves enabling SCP Parameter 1201: "Company/site FAX should follow company/site call rules". However, this feature is not currently available for the customer to enable directly via their Admin Portal.
Provide customers with the ability to enable SCP Parameter 1201 through the Admin Portal to allow them greater control over their fax configurations and avoid dependency on support for activation.
Customer Impact:
Inability to receive faxes as expected on site-forwarded numbers without support intervention.
Additional delays in resolving fax-related issues…3 votes -
Make Changing Users Efficient and Secure
My First Born Super Admin let the company, i had to step in to maintain the system. In my situation, I needed to assume the First Born Super Admin Role, remove two users, access their email, and add two more users. Not having much experience with Ring Central I called support. The process to actually do this was astoundingly bad.
To assume the First Born Super Admin Role, I had to change user information on the First Born Super Admin to reflect my information, and i had to change my old one to a new user. The problem with this,…
1 vote -
Dashboard Visibility for Administrators
For Admin users on NICE In Contact, it would be helpful to be able to have an option on a security role to automatically share all dashboards. I believe this could be done on the old style dashboards, but on the new version, these have to be manually shared with a user, which makes supporting faults with them more complex
3 votes -
RingEX Agent Status Report
This request is to add a historical report of agent status in RingEX Analytics.
The only way to check for the agent status is through the Live Report, however, we need a historical report of the statuses so that customers can better manage the users.
1 vote -
Give meaningful error message when trying to move number assigned to ring cx to inventory
When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."
This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.
2 votes -
Create Multiple Call Log Detail Settings
In the admin center under reports and call log, there is an option for delivery options so you can have a report emailed to you. The problem is, you can only create one. There is no option to save a report and create more. What if I want to create a daily report, a weekly report and a Monthly report but they are all for different calls? There should be the ability to add multiple of these so I can setup multiple scheduled reports.
2 votes -
bypass hours on internal calls
- would like internal calls to bypass user hours
- Clients also call users directly and follow user hours
- On after hours they do internal calls and being routed to voicemail
Proposed solution
- If you go to my extension, after hours there should be an option to either send to voicemail or internal calls send to phone3 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.
4 votes -
2N Intercom
Add 2N Intercom in the list of supported devices for IP Intercom
1 vote -
Revamp RingCX Business Hours Override
Currently, the interface for the Business Hours Override settings can be super confusing to set up, and it's unclear to users how the settings will function once enabled.
Instead of defining times for the override to not kick in, the interface should have you specify the times it should actually kick in. Also, the override shouldn't knock out the business hours for the whole day but only apply to the specified timeframe in the configuration.
2 votes -
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.
8 votes -
Add a checkbox in Presence for monitored calls on hold
Could an additional checkbox be added in the Presence settings that would say “Ring my phone when any user I am monitoring places a call on hold”. This way when a monitored line is put on hold, it will not make all the other phones start ringing audibly. It's unnecessary for a user to answer a held ringing call, and then have the caller say that they were just put on hold. And then when they place them back on hold, it rings all the phones all over again.
6 votes -
Automatic Name Retention for Numbers Converted to Contact Center
Automatic Name Retention for Numbers Converted to Contact Center
Problem:
Currently, when a phone number's type is changed from "Extension" to "Contact Center" in the RingCentral Admin Portal > Phone System > Phone Numbers > All Numbers, the associated name is deleted. This creates a management issue for accounts with a large number of Contact Center numbers, as the previously assigned names are lost.
Impact:
Difficulty identifying specific numbers within the RingCentral Admin Portal.
Increased time and effort required to manage caller ID assignments in external systems like Incontac MAX.
Proposed Solution:
Implement a feature that automatically retains the existing…
6 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.
2 votes -
Unneeded Global Audio Files
There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.
For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".
1 vote -
IVR Transfer for Full Call Queues
a feature that transfers incoming calls to an Interactive IVR menu only when the call queue is full and no agents are available to answer. Currently, the only option is to transfer the call to voicemail if no one picks up.
This new feature would allow callers to choose how they would like to proceed, such as leaving a message or requesting a callback.
1 vote
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