810 results found
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Answer Calls through MVP
The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.
34 votes -
2 votes
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Add Hold & Transfer Funcitonality to MVP
The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management
32 votes -
Placing multiple calls on HOLD
Having a capability to put 4 calls or more on hold using RingCentral app or Deskphone.
2 votes -
iOS app support
Requesting integration with existing Ring Central mobile app so it will be properly supported in iOS
13 votes -
Add current business or afterhours call handling as an option to site call handling templates.
My company manages 70+ Ring Central sites for our organization and one of our biggest pain points is creating custom call rules for holidays. We want to achieve this by utilizing a site call handling template. Since each site has its own unique call flow, we need the template to be able to mirror the current off-hours call routing for each site. Currently, applying the template locks us to one specific route for all of those calls across all sites. Adding the option to mirror the off-hours call routing for each site would allow us to fully utilize the site…
3 votes -
Allow for custom sorting of your current messages like alphabetically by user name/contact.
Right now messages are show chronologically. Allow for custom sorting such as alphabetically by user name or contact.
1 vote -
call notes visible across users
My colleague and I have a shared list of clients that we work from. It would be very helpful if there was a way to see the AI generated call notes between both of us as users. For example, with the shared SMS we can see what messages have been responded to by one another. However if we get a call in our shared queue, I cannot see the notes if she took the call, and she cannot see the notes if I took the call. Being able to make them visible to one another would help us mark calls…
2 votes -
manual outbound
Manual Outbound calls should still be able to be reported on in analytics. Not just individual queues or campaigns should have this. Currently only ACE shows data on how many outbound calls there are. I have asked members on RingCentrals end and there wasn't really a good answer about this, I found the ACE portion myself.
1 vote -
I think it would make thing much easier for the agents if there were a calandar excessable etc. For us to keep track. Thank you!
I think it would make things much easier for the agents if there were a calendar accessible, such as a new tab inside the campaign where we can choose which month to view and how many hours we had for each individual day, so we can keep track more easily. Thank you! L
2 votes -
SMS Email Notifications Without Message Content
We would like the option to receive an email notification when a new SMS/text message is received in RingCentral without including the contents of the text message in the email.
Currently, SMS email notifications include the actual message content. Disabling the notification removes the email notification entirely.
We would like an option similar to voicemail notifications where the email simply alerts the user that a new message was received.
Example:
You received a new text message in RingCentral.
1 vote -
AVOID WHOLE CALL TO DISCONNECTION WHEN U HAVE INCOMING CALL ON HOLD WHILE U ARE ON A OUTGOING CALL
AVOID WHOLE CALL TO DISCONNECT WHEN U HAVE INCOMING CALL ON HOLD WHILE U ARE ON A OUTGOING CALL
1 vote -
Enhance MAX Agent – Immediate Call Rerouting After Decline/Ignore in RingCentral App
Enhance MAX Agent to immediately route a contact to the next available agent when the current agent selects Decline/Ignore in the RingCentral App.
Currently, when an agent receives a contact through MAX Agent and selects Decline/Ignore in the RingCentral App, the contact remains in the refusal state until the configured MAX refusal timeout expires before it can be routed to another available agent.
The requested enhancement is for MAX Agent to recognize the agent's explicit Decline/Ignore action immediately, release the contact, and make it available for routing to the next eligible agent without waiting for the refusal timeout.
This would…
1 vote -
Allow for Call Tags to be Required
In CXOne Contact Center, you can require a disposition to be filled out after working each contact. We would like to see CXOne Contact Center also give this option for tags.
2 votes -
There should be some sort of BING or pop-up if you are in working, personal, or initial login after 10 minutes.
There should be some sort of BING or pop-up if you are in working, personal, or initial login after 10 minutes. This way if you went on personal for a moment but forget to put yourself back in available, a nice sound or prompt may remind you that you need to go back to available.
1 vote -
Calling in Agent, Show Unavailable State
In MAX, when dialing another MAX user, if they are Unavailable, it shows the Unavailable code (examples like ACW, Lunch, Meeting, Break, etc.). In Agent, when dialing another Agent user, if they are Unavailable, it just shows "Unavailable."
Because you can dial another contact centre user while in an unavailable state, being able to see the state the other user is in it critical based on business processes of when you should call.
2 votes -
Option to remove inbound and answered calls from agent details in analytics live reports
Could you please make an option so I can toggle off how many inbound and answered calls other agents are taking in the agent details within analytics in live reports? It creates a sense of competition among staff and they don't (myself included) want to see that information about each other but they do need to be able to see the other agent details like who is accepting calls or not.
1 vote -
Audio Settings section to be added to settings.
I recommend that future updates consider implementing audio settings that display the currently active input and output devices. Additionally, providing adjustable volume controls for both incoming audio and microphone input. It may also be helpful to include options for customizing or separating tones for inbound audio, if applicable.
The most beneficial feature would be a visual interface displaying current audio settings, allowing users to manually adjust levels similar to the sound settings available in Windows.
1 vote -
Customizable Columns in 'My Cases' Portal (Closure Date, Activity History, etc.)
Currently, the "My Cases" portal provides a great high-level overview of our support tickets, but the fixed column layout forces users to click into each individual case to find critical information. When managing dozens of cases, this creates a lot of unnecessary clicking and slows down our workflow.
We lack the ability to sort or view closed cases by their actual resolution dates, or instantly see what the last action taken was.
Proposed Solution:
Please add a column configuration tool (like a gear icon) to the "My Cases" list view that allows users to add, remove, and rearrange columns based…1 vote -
Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size
Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size. The current version takes to much screen area.
1 vote
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