810 results found

1. Allow the ability to view calls waiting in call queue outside of Contact Center

   Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.

   Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.

   4 votes

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2. ability to access contact center voicemail through phone

   customer would like to access Contact center voicemail through a phone.
   would like to be able to access voicemail if users don't have access to their computers.
   would like to be able to dial via any phone to listen to their Contact Center Voicemail

   9 votes

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3. I want my selected contacts (Limited File) from my iphone

   I want my selected contacts (Limited File) from my iphone imported in bulk into Ring Central. Joon allowed that function. I suspect your new competitor, Zoom, does that too. I need this done ASAP to have adequate functionality.

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4. Allow agent status to be managed at contact centre level and not account level

   We currently have a number of separate contact centres but if we make changes to agent status it effects all agents across all contact centres. As our CC's operate differently it would be better to be able to manage agent status at CC level and not account level.

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5. Feature Request: Continuous Call Monitoring

   Feature Request: Continuous Call Monitoring

   Description:

   Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.

   Key Components:

   Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.

   Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if necessary.

   Multi-Channel Support: This feature should support monitoring across various communication channels, including voice calls, chat, and video calls, depending on the platform's capabilities.

   Control Options: Users should have control options to pause, resume, or end the monitoring session as needed. Additionally, they may have the ability to switch between different agents or queues for monitoring purposes.

   Privacy and Compliance: Ensure that the feature adheres to privacy regulations and compliance standards by implementing appropriate security measures and access controls.

   Scalability: The feature should be scalable to accommodate large call centers with high call volumes, ensuring optimal performance and reliability.

   Benefits:

   Enhanced Oversight: Continuous monitoring provides supervisors with a comprehensive view of agent performance over time, enabling them to identify trends, strengths, and areas for improvement more effectively.

   Improved Training: Supervisors can use real-life examples from consecutive calls to provide targeted training and coaching to agents, leading to enhanced skills and performance.

   Immediate Intervention: With real-time monitoring capabilities, supervisors can intervene promptly to address issues such as customer escalations, compliance violations, or quality concerns.

   Efficiency: Eliminating the need to reconnect for each call saves time and streamlines the monitoring process, allowing supervisors to focus more on coaching and support.

   Consistency: Continuous monitoring ensures consistent evaluation criteria and feedback processes across all monitored calls, promoting fairness and standardization.

   Conclusion:
   Continuous Call Monitoring is a valuable feature that enhances quality assurance, training, and supervision processes in call centers. By enabling seamless transition between consecutive calls and providing real-time oversight, this feature empowers supervisors to optimize agent performance and customer satisfaction effectively. Implementing this feature will contribute to the overall efficiency, effectiveness, and success of the call center operations.

   Feature Request: Continuous Call Monitoring

   Description:

   Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.

   Key Components:

   Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.

   Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if… more

   16 votes

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6. Download Call Recordings in Bulk In Contact Center

   Details of the enhancement: Customer wants to download all call recordings on Interactions or Contact History in bulk (or all at once)

   What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Supervisor; Admin

   What problem are you trying to solve or what problems does the current functionality cause? The customer strongly requested that there is a way of downloading the contact history recordings instead of one by one.

   What steps did you take to get there?

   1. Log in to CC BU

   2. Go to Reporting > Prebuilt report

   3. Go to Contact History Report

   4. Select one of the calls

   5. Open it and download it

   How do you want the feature/product to work (proposed solution)? Upon landing on Contact History Report, there should be an option for downloading the recordings in bulk or by batch

   Details of the enhancement: Customer wants to download all call recordings on Interactions or Contact History in bulk (or all at once)

   What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Supervisor; Admin

   What problem are you trying to solve or what problems does the current functionality cause? The customer strongly requested that there is a way of downloading the contact history recordings instead of one by one.

   What steps did you take to get there?

   1. Log in to CC BU

   2. Go to Reporting > Prebuilt report

   3. Go to Contact History Report

   4. … more

   3 votes

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7. Custom Fax Cover Sheet

   Please add the "Notes (optional)" field to any custom fax coversheet. At present, it only shows up on the templates provided. Once a custom coversheet is uploaded, the field disappears. Senders need to be able to add notes/comments when they have their own Custom fax cover sheet.

   6 votes

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8. Restrict BU Access by Role in Contact Center

   Would like to restrict BU access for reporting inside contact center. Right now, the current state is: you either have full access to the data in reports or you don't. Customers would like to be able to alter these permissions somehow by role or by Business Unit itself. Need a way for admins to have more flexibility with reporting access all around. Please look into this further for development.

   1 vote

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9. Retrieve call logs in service.ringcentral.com for more than 12 months

   cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.

   20 votes

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10. Contact Center Quality Plans Reoccurring Date Range Options

    In the Contact Centers Quality Management - Quality Plans tab when creating a recurring plan we should be able to select a date range to account for fiscal calendars.
    Currently our company can not use the recurring option since it does not allow us to select the dates for our fiscal calendar making this feature ineffective.

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    1 vote

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11. WFM: Ability to auto-review pending time off requests.

    Situation and issue currently being experienced is below. If can configure the system to re-check pending requests prior to new requests while also having a standard review of the pending list would minimize or eliminate this from happening.

    • Agent 1 had time off auto approved
    • Agent 2 requested time off for same day that is pending
    • Agent 1 cancelled time off that was approved
    • Agent 3 submitted time off for the same day that was auto-approved (leapfrogged Agent 2's request)

    •  

    3 votes

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12. Set separate Call Routing for Cordless Handsets

    Want to receive calls with 1 handset and other handsets that's paired to the same base should not ring and only function for internal calling.

    2 votes

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13. Add ability to pull call waiting in queue

    Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the Supervisor area or from a dashboard could help alleviate those situations.

    Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the… more

    22 votes

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14. 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.

    3 votes

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15. Display Caller ID Name On MAX Agent

    Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)

    7 votes

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16. Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without being sent to voicemail.
    Observed Behavior:
    For direct transfers, calls are not returned to the queue or handled through alternative routing.
    Instead, these calls are sent to voicemail if unanswered by the recipient agent.
    Root Cause Analysis: The logic for voicemail handling in direct transfer scenarios does not honor the global "Enable Voicemail on Transfer" setting, leading to an unintended fallback to voicemail.
    Proposed Technical Solution:

    Routing Logic Update: Modify the direct transfer handling logic to ensure that the "Enable Voicemail on Transfer" setting is applied uniformly across all transfer types, including direct transfers.
    Behavioral Adjustments:
    When "Enable Voicemail on Transfer" is disabled:
    Calls should continue ringing until disconnected by the caller.
    Optionally, a configurable timeout should allow redirection to a queue, group, or fallback destination if unanswered.
    When "Enable Voicemail on Transfer" is enabled, maintain the current behavior of routing to voicemail if unanswered.
    Configuration Dependency: Ensure the behavior respects existing fallback and routing configurations defined in the admin portal, such as overflow and no-answer handling settings.
    Technical Benefits:

    Consistency: Aligns direct transfer behavior with system-wide voicemail configuration settings.
    Flexibility: Enables admins to manage call flows more effectively and reduce voicemail dependency.
    Customer Satisfaction: Resolves confusion and frustration caused by perceived configuration discrepancies.
    Implementation Considerations:

    Backward Compatibility: Ensure that the proposed changes do not disrupt existing configurations or workflows for users relying on current behavior.
    Testing Requirements: Perform extensive QA testing for various transfer scenarios (e.g., direct transfers, blind transfers, attended transfers) to confirm expected behavior across all cases.
    Performance Impact: Evaluate any potential latency introduced by new routing logic, especially in high-volume environments.

    Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without… more

    2 votes

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17. Wealthbox CRM Integration

    Are there any plans to create an integration of RingCentral to WealthBox? Seems there are a lot of requests

    2 votes

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18. 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

    10 votes

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19. ADD A LEFT VOICEMAIL OPTION TO STATUS WHEN CALL ENDS

    ADD A LEFT VOICEMAIL OPTION TO THE STATUS QUE WHEN A CALL ENDS

    1 vote

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20. Salesforce Integration: SLA Hit/Miss and SLA Answer Rate

    It would be awesome to port the SLA Hit/Miss and SLA Answer Rate fields to Salesforce as this is our most important data point.

    3 votes

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