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1349 results found

  1. INDICATOR IF A MESSAGE WAS SENT FROM MOBILE OR COMPUTER

    there has to be an indication that a certain message was sent using phone or computer

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  2. Communicate presence (Offline, or invisible) to Max Agent

    Currently only DND and busy is communicated to the Max Agent. Our Max users need to be able to see if they are transferring a call to a user that is out of the office or are invisible (or offline) . Currently users that are logged off will show green, and only checking with UC will show that they are offline.

    1 vote
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  3. Implement automatic data masking controls for PII

    14 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Restrict Access to RingCentral Contact Center by IP Address (Range)

    Authorized users are able to access the RCCC environment outside of the network environment. Due to the sensitive nature of the data, many organizations are required to limit access to control environments. For example, in some centers the agents are not allowed mobile phones. This presents a RISK to the project in case of agents sharing sensitive data, which could breach the end Customer’s Data Protection guidance. Proposed Solution - IP Address Range Whitelisting: this will prevent users from accessing the system from outside of customer defined IP address range. Attempts made from outside of the defined IP Address range…

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  5. Remember Me is missing - Add remember username back to sign in

    https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.

    3 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  6. Monthly view in schedule manager

    Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  7. Prevent Last Agent Logout when Queue is Active 'Option"

    The ask is for an option (per Queue) to not allow last agent to logout when Queue has active contacts prior to the Queue schedule closing the Queue to new Contacts. This would be helpful for customers that would like to ensure all contacts are answered when a Queue Schedule is closing, Adding an alarm to Dashboards or Email to Managers alerting them a Queue has closed per schedule with x number of active contacts would be a great addition as well.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  8. recording system that flags calls that use inappropriate language

    Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used

    7 votes
    Planned  ·  1 comment  ·  Other  ·  Admin →
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  9. RCCC - Improvements to the Voicemail Skill

    When you play a VM the first time, it gives the timestamp. But if you start over or rewind, there is no timestamp.
    The feature request is to ensure there is a time stamp is added to voicemail skill & give the timestamp for when the voicemail was received & make it easily available.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  10. Personal Connection data log extract

    Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there must be a log somewhere that is associated to the EXTERANLID or the CONTACTID. I need a file, extract, API to get this data while you guys figure out how to get it included in my PC dataset

    1 vote
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  11. Max agent must not allow another call to connect to agent leg when it is currently engage to a call

    Agents made an outbound call and was on the line using RC apps , She was on available status on MAX agent . Another call receive from the MAX and made a conference call with the other person on the line.

    1 vote
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  12. click to dial feature for - RingCentral Contact Center Voice

    RingCentral Contact Center Voice / article 1160 - it would be helpful if it would have a click to dial feature

    1 vote
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  13. Why don't contacts have a fax number?

    When I go to fax, it suggests using a contact, but what good is that if the contact doesn't have an associated fax number????

    1 vote
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  14. WhatsApp Outbound API

    Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).

    15 votes
    2 comments  ·  RingCX  ·  Admin →
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  15. Add the date into the Chat streams in Agent view. Currently it only displays time.

    In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Add the ability for multiple extension to listen to the same call simultaniously

    Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. Ability for Supervisors to see info about email while it's queuing

    The request is for a Dashboard / Reporting improvement to enable Supervisors to see the sender & subject of an email whilst it is queuing.

    2 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  18. Add an option to make Activity Codes invisible to agents.

    We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are viewing their co-workers' schedules in WFM, we don't want them to be able to see the Activity Codes for unapproved time off. Ideally, this would be a permission setting on each new code created. Admin would have the ability to view/select all Activity Codes regardless of whether the code was toggled to "invisible." All other access levels would be subject to the…

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. to have a +1 option for caller ID number

    Requesting to have an option to have a +1 for the outbound caller id number. This will help with the number not to be tagged as spam or robo calls. This is currently a limitation on a feature

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. Change to SFDC Integration so that the agent MUST create a contact/account record before they can close out an interaction

    The ability to dictate that, If a caller is not in SFDC today, an agent MUST create a contact/account record before they can close out an interaction.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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