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How can we improve RingCentral?

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1472 results found

  1. Add skills to dispositions

    At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and inefficient. It would be great to have the ability to add skills to the relevant disposition once it is created.

    1 vote
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  2. MAX Agent: Ability to surf an inbox

    Would like to have the ability to 'surf' an inbox like we can do in Outlook and other email applications. We know that DFO offers this type of functionality however DFO doesn't offer a CRM integration which we need. We'd like the ability to be able to do this within MAX Agent without needing to use DFO.

    5 votes
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  3. WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added

    To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. Some manually added work can be scheduled over break - this then overwrites all the breaks/lunches that have be automatically scheduled. The WFM specialist then has to add lunches and breaks back manually at indivdual level - which causes a lot of extra time for me to schedule. It would be a great help if the tool had…

    9 votes
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  4. MAX Agent: Ability to reply and also forward email

    We'd like the ability to reply to an email but then also forward an email. Within MAX, once you respond or forward the email disappears and you can't take a second action. Our use case for wanting this is so that we could respond to our customers with a 'thank you' type message and then also forward the email onto the correct department.

    5 votes
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  5. Adjust notification noise in MAX Agent

    We'd like the ability to adjust the notification alert sounds within MAX Agent. Currently, some reps find the alert alarming, loud and don't care for the tone and would prefer to have options to customize the notification sounds to suite their personal preference.

    5 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. Email Notification when IVR Phones Are Turned On and Off

    Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.

    1 vote
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  7. Max Agent Client - accepting calls dialog box to appear in different area

    Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted

    1 vote
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  8. Call Quality Report for Incoming Calls

    Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call

    1 vote
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  9. MAX Agent Emails - Increase File Attachment Size

    We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".

    6 votes
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  10. 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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  11. 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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Add Searchable CRM field on Evaluation Form

    As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the interaction, and the form from one place.

    8 votes
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  13. 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.

    11 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  14. incoming calls sent directly to voicemail

    Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inbound direct call would go straight to voicemail as the agent is not going to end the current call that he/she is on.

    6 votes
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  15. Enable Management of Stations via API

    Currently, nearly all aspects of a user can be managed (created, updated, removed, etc.) via API. This allows for a great automation of users, despite the current lack of AD integration. Enabling the management of stations via API would allow for significantly improved automation and workflow design.

    2 votes
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  16. Forward Specified caller ID to external number from call group

    Currently, if a call is set to forward to an extrenal number on a user level, the Called ID will display as that of the caller itself. What I'm suggesting is that there is an option to forward the call, and the ring group name in place of the Caller ID's phone number or Name. If Joe calls a ring group, and everyone is forwarding to an external number, right now it will show as Joe Smith 111-222-3333. If the option to toggle how the forwarded call's Caller ID would display for the external number, it would then show as:Support…

    7 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  17. 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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. 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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. 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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  20. The ability to edit evaluations sent to agents before they are acknowledge/challenged.

    Reduce the trunaround time on when the task is completed.

    4 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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