428 results found
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Max Agent - Notifications clearing
It would be good for agent notifications to disappear from the notification view when read as it makes it difficult to see which notifications are active and relevant
3 votes -
Provide reports to show the list of phone numbers that are not used or that has no activity for a certain time
User ID: 62380350023This customer wants to view the phone numbers that have not been used for at least 60 days to check if they can remove/cancel the phone numbers from the account. He wants to view it on the logs/reports instead of manually searching for the phone number.
3 votes -
WFM ability to separate scheduling units by role
Departments would like to ability to restrict viewing other departments scheduling units as well as prevent other supervisors from receiving time off requests from other departments. If we could restrict this at the role level this would be great.Thanks,Patrick
3 votes -
Force all agents to log out at X time
The Agent Timeout on Max doesn't work if the Agent has closed the window instead of logging out. There should be an option to terminate all agent sessions at a set time of day (e.g. midnight) so that agents don't leave themselves logged in
3 votes -
Integrate Contact center Max client with main Ringcentral App
Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.
3 votes -
Ability To Add Notes When Transferring Call In MAX Agent
Agent has the ability to add notes when transferring call to another skill or agent via MAX Agent so that when the new agent who answers the transferred call can review the notes from the transferring agent.
3 votes -
Monitor live incoming calls to a queue as soon as it comes
The ability to automatically monitor live inoming calls to a queue as it comes
3 votes -
QS and pick-up rate with decimals
Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10% or 95,1%This would be appreciated.
3 votes -
Delete *86 on call logs
Customer would like to have the option to delete the logs if they misdial *86
2 votes -
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…2 votes -
Wealthbox CRM Integration
Are there any plans to create an integration of RingCentral to WealthBox? Seems there are a lot of requests
2 votes -
WFM: Meeting scheduler needs to take into account the forecast & coverage when scheduling off-phone activities.
Based on the training we received, we were told that the meeting scheduler ONLY looks at agent schedules when trying to schedule an event and does NOT take into account the forecast or coverage which is a critical piece to scheduling off phone activities. Ideally, the tool would be able to take all views into perspective when scheduling the meetings.
2 votes -
WFM - ability to schedule holidays in hours and not days.
WFM - ability to schedule holidays in hours and not days. We have Agents who work a variety of hours and shifts and the holiday scheduler is of no use if we cannot schedule holidays in hours.
We decided to use another holiday tool for Agents to request holidays and they have to be manually marked in the schedule as holiday activity because the inability to request holidays in hours meant WFM was not usable for this activity.
2 votes -
Salesforce Integration: Call Result Field Porting
It would be awesome to port the Call Result field to Salesforce so we can AUTOMATICALLY categorize the types of calls we are handling instead of just the amount alone. The ported disposition field is not sufficient as we do not use it.
2 votes -
Option to configure the RingCentral Pulse for Contact Center like a desk phone.
The customer wants to have an option to configure the RingCentral Pulse for Contact Center like a desk phone. They want the feature to notify and ring louder. They also want to configure the feature like a dedicated phone line.
2 votes -
Add ability to search email transcript by keyword in Contact Center
Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to…
2 votes -
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 -
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????
2 votes -
More Available Codes
We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for working voicemails. At current state, the only way to listen to VMs is to be in available. But if we need the inbound calls answered before the VMs are worked, we can't without removing the VM skills from the rep. What we need is: Available, Working VMs - No External IB or Internal IB…
2 votes -
Hour of Operation Status Column for "Open" or "Closed"
Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.
2 votes
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