691 results found
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Ability to Print Email Chain
As an insurance company, we are required to retain the entire content of our emails to/from our customers. This means having a Print option where we can print the entire email chain and attachments to an image printer or PDF. This is a critical feature that is holding up moving exclusively to RC Email Routing.
1 vote -
Automatic Agent State As "Available" Upon Agent Login to Max
Currently, agents are logged in as "Unavailable" by default and mujst manually change their status to "Available" after login. Users would like to introduce a configurable setting in the Admin or User Settings, allowing administrators to choice their default log in status. Users would like the options this option to be available globally for all agents or personalized per agent.
Use Cases:
Call Centers: Agents loggin in during peak hours can start handling calls instantly without manual actions.
Hybrid Teams: Certain roles may need to start as "Available" to meet SLAs, while others might requrie time for preparation.Potential Impact: …
2 votes -
AI generated call notes/summary be sent to the ZOHO contact record that was called
Our customer requests the integration of AI-generated call notes and summary features from the RC App with their ZOHO CRM.
8 votes -
Need ability to move agents in between queues from phone app
Need ability to move agents in between queues from phone app
8 votes -
Agents using Park groups
Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.
4 votes -
Requeuing agents
When an agent is logged in and moved to another queue they should not have to log out and back in for supervisor to see the agent in the other queue.
1 vote -
Restrict BU Access by Role in Contact Center
Would like to restrict BU access for reporting inside contact center. Right now, the current state is: you either have full access to the data in reports or you don't. Customers would like to be able to alter these permissions somehow by role or by Business Unit itself. Need a way for admins to have more flexibility with reporting access all around. Please look into this further for development.
1 vote -
Allow Manual Altering of Bi-Directional Sync State
Customer would like for agents to be able to alter in and out of their Bi-Directional Sync state. This is currently hard-coded as an agent state, but there's no flexibility into the ability of altering this state. Customer would like the ability to be able to manually change this state on the fly at the user level, or perhaps have the ability to edit for certain users.
2 votes -
Feature Request: Default Site Setup Templates
Feature Request: Default Site Setup Templates
Dear RingCentral Product Team,
I would like to submit a feature request for the ability to create Default Site Setup Templates within the RingCentral Admin Console. This feature would significantly improve efficiency and reduce manual work when setting up new sites with standard configurations.
Feature Overview
• The ability to create and apply templates for new site setups would allow for consistent configurations across multiple sites. The template could include predefined settings, such as:• Main number, fax number, and third external number for call queues.
• Routing rules for the main line, including…
8 votes -
Analytics
The customer would like to use analytics to evaluate various groups.
The problem with this is that users are also displayed personally in the analytics report.The customer needs a change here so that only groups like Sales,etc. can be displayed and analyzed in Analytics, but not individuals.
4 votes -
Set separate Call Routing for Cordless Handsets
Want to receive calls with 1 handset and other handsets that's paired to the same base should not ring and only function for internal calling.
2 votes -
Feature Request: Support for Corporate Directory and LDAP on Yealink T53
Feature Request: Support for Corporate Directory and LDAP on Yealink T53
Dear Product Team,
I hope this message finds you well. I am reaching out to propose a feature request to enhance the compatibility of RingCentral services with the Yealink T53 BYOD device.
Background
Currently, the Yealink T53 is not supported for the Corporate Directory feature or LDAP integration in the RingCentral Admin Portal. This limitation creates challenges for customers using the T53, as they are unable to access centralized contact management capabilities. These features are available on the supported T53W model but remain inaccessible for T53 users.Feature Request…
6 votes -
self evaluation
I would recommend a setting that would allow collaborative and self-evaluations by the employee without providing access to interactions by other employees. This limitation prevents some customers from using these great features.
1 vote -
agent name to show up if an internal max agent user called in.
- A max agent user will call a RingEx extension directly
- The max agent user name should show up as caller id in the Ringex end
1 vote -
Audit Appeals
Enable a feature that would allow a new designated individual to pull an appeal that is pending in someone else's tasks to be completed. This will help if an individual responsible for appeals has left the organization, is out on PTO or on an extended leave and an appeal in their inbox needs addressed.
1 vote -
Quality Planner/ Pausing a Planner
Enable a feature that would allow QM to pause a planner for individuals on PTO or leave.
1 vote -
Create Multiple Call Log Detail Settings
In the admin center under reports and call log, there is an option for delivery options so you can have a report emailed to you. The problem is, you can only create one. There is no option to save a report and create more. What if I want to create a daily report, a weekly report and a Monthly report but they are all for different calls? There should be the ability to add multiple of these so I can setup multiple scheduled reports.
3 votes -
Please make it so I can make an unavailable status <30 minutes
Please make it so I can make an unavailable status <30 minutes. I can only set an alarm to remind me to kick someone out of a status being used after a call vs how we can set ACW to whatever time we'd like.
1 vote -
DFO Chat session allowed to enter the Queue not working in digital scripts
We have a script against this customers live chat DFO channel that counts the chat sessions entered in the chat skill. The customer wanted to limit the total chat sessions allowed to queue in the skill. When lining up several concurrent unique chat sessions during testing, all of the chat sessions are entering into the skill. This is because the chats sessions are not counted by GetQueue action.
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Requesting a way to limit the number of chats in the queue - queue cap. And also let the customer know what position they are in the queue.
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RC tickets…1 vote -
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
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