783 results found
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shared personal contacts
To enable automatic sharing of saved personal contacts with all company employees without requiring file uploads or directory integration.
9 votes -
keypad, DTMF, tone
There needs to be an option to turn ON/ OFF the DTMF tone (keypad sounds) when using the keypad on the desktop app and cell phone app. It currently is set to play the DTMF tone automatically and there is no way to turn it off without disabling the sounds on the device that you're using. This is highly distracting because the keypad sounds when you press a button are not in sync with the actual buttons being pressed if you are dialing quickly. The sound delay is especially distracting when entering memorized phone passcodes and phone numbers because you're…
1 vote -
"One tap to join audio only from a smartphone"
Have an option to add multiple numbers for "One tap to join audio only from a smartphone" on RCV meeting invite.
5 votes -
Feature Request → Call Recording / Quality Management
I would like to request a feature enhancement in RingCX: the ability to play call recordings directly within the app, similar to how RingCentral allowed in‑app audio playback for auditing purposes.
Currently, we need to download recordings to review them, which slows down QA workflows. An integrated audio player would streamline call auditing, improve efficiency for Quality Analysts, and enhance the overall usability of the platform.
• Direct in‑app playback of call recordings
• Playback controls (pause, skip, speed adjustment)This feature is essential for teams performing regular call quality checks. Please consider adding it to the product roadmap.
1 vote -
Fax Preview When Sending Fax through Softphone
When sending fax through RingCentral softphone, a PREVIEW screen will enable the one sending the fax to validate the message or the file attachments before hitting the Send button. In the healthcare industry, it is imperative that we attach the correct patient test results in the fax messages sent to doctor's clinics.
13 votes -
fax
More than one user should have the ability to see incoming faxes; matter of fact all users should be able to because all users can send them.
1 vote -
Ability to increase or change font and size on Real Time Dashboards - especially when hosting on a wallboard
Having the ability to change Real Time Dashboard fonts, colours and size would be really helpful especially when displaying on wallboards of various sizes.
1 vote -
1 vote
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Coaching Function
It would be helpful to have the capability to delete a coaching that was published before completed in error.
1 vote -
Setting hours for each leg of why a department would close on Nice-incontact instead of closing down the branch at the specific time.
Setting hours for each leg of why a department would close on Nice-incontact instead of closing down the branch at the specific time.
Would be nice to be able to set up closures in advance for like meetings or trainings.2 votes -
Notes - Previous call notes to pop up with new calls
Previous call notes should be linked to new call versus having to search up previous conversation. This better equips agent and ultimately the caller experience.
1 vote -
Ability to assign scripts at Agent level
Ability to assign scripts at Agent level, currently can assigned at Queue and Campaign level only but I have had an ask from a customer who would like to select certain Agents only across multiple queues who can offer the post call survey to their customers.
1 vote -
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
1 vote -
Add country hierarchy for reporting
When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.
We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.
We do have country variables listed at ACD User level, so the data is definitely held in…
8 votes -
please stop the " please continue to hold" line its making my ear bleed and im going sick cuz of it stop it or ill stop using this dialer f
please stop the " please continue to hold" line its making my ear bleed and im going sick cuz of it stop it or ill stop using this dialer f
1 vote -
Restrict Access For RC Desktop App Contacts Favorite
By default, all users have access to adding favorite contacts. However, when a customer unchecks the "Include User in Company Directory" option under user details, the name disappears from the company contacts. Users still retain access to adding favorites. The customer's request is to implement admin-controlled access, allowing administrators to determine which users have the ability to add favorites.
1 vote -
Visibility into who changed an agent state in Contact Center
Description: Provide the ability to report on, audit, troubleshoot, and ultimately see who is changing what agent's state, why, when, and increase productivity.
Feature Request: Ability to see who changed an agent state previously and when.
Purpose: To allow auditing and troubleshooting after the fact. Not only would this give admins the ability to see who changed an agent state previously, but it would also provide another troubleshooting mechanism for both customers and support alike by ruling out if an agent state change was caused by a supervisor manually or if it was caused by something else (system etc).
Details:
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4 votes -
Remove or hide the CC Voice Connection pop-up
Add an option to disable or hide the CC Voice Connection pop-up so it does not appear on every phone call, as it is currently causing audio delays and slowing down the process of answering inbound calls.
3 votes -
desk phone label name
Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.
5 votes -
Supervisor View, Show Agent Unavailable State
In Supervisor > Live Monitoring, you can observe and click on various Skills. Doing so brings up a sidebar to show agents assigned/inactive on that skill. The agent listing there goes through the agent name, their proficiency, and time in state - but does not identify what state the agent is in. There is an icon for Available, Logged Out, Working and Unavailable - but there are various Unavailable states, including ACW. Being able to see from this view which Unavailable State alongside the time would make skill management easier, as presently, the supervisor needs to move to the Agent…
1 vote
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