714 results found
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IVR Transfer for Full Call Queues
a feature that transfers incoming calls to an Interactive IVR menu only when the call queue is full and no agents are available to answer. Currently, the only option is to transfer the call to voicemail if no one picks up.
This new feature would allow callers to choose how they would like to proceed, such as leaving a message or requesting a callback.
3 votes -
Salesforce Integration: SLA Hit/Miss and SLA Answer Rate
It would be awesome to port the SLA Hit/Miss and SLA Answer Rate fields to Salesforce as this is our most important data point.
3 votes -
Allow the ability to view calls waiting in call queue outside of Contact Center
Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.
Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.
3 votes -
Assigning an administrator for Cost Centers
As per article https://support.ringcentral.com/article-v2/8211.html?brand=RC_US&product=RingEX&language=en_US, "Admins can create a hierarchical structure of billing codes that reflect their organization by department or location and RingCentral account, and allocate incurred expenses to better understand and assign costs."
The only workaround is to set a role that has access to the Billing tab and Cost Center. We don't have an option yet for assigning an administrator to a specific cost center.
3 votes -
Ability to listed to calls in Admin portal call log at different speeds like it is available in RingSense.
Ability to listed to calls in Admin portal call log at different speeds like it is available in RingSense.
Ideally, we want the option to listen to calls at 0.8x, 1.25x, 1.5x, 1.75x and 2x.
3 votes -
User extensions groups Ring All
If using a Different User Extension to set up (like)a call queue group, and assigning a user who has a ring all setup (for example if the user has MS Teams and Deskphone), it will work if you call the user the "ring all" will work, however, if you include the user in a User Extension to set up (like)a call queue group, it will not ring both (MS Teams and Deskphone) and you need to add the each DL's of (MS Teams and Deskphone) to the call handling of User Extension to set up (like)a call queue group to…
3 votes -
Customer is requesting to use 511 number as their extension
Customer is requesting to use 511 number which is specifically assigned as a Global emergency and special service numbers.
3 votes -
CXONE SUPERVISOR MANAGEMENT TOOLS
Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
For the customers, like us, that are SSO Only will there be a time when this will work with SSO?3 votes -
Search recordings by not only Date range but also include a time range
Finding a call when you have just a date there is constant scrolling / next page presses to locate a desired call, you should be able to limit the results to also include time in the start and end dates.
3 votes -
Increase character limit for RingCentral emails/ username to at least 79 characters
Currently, there's an email character limit for usernames in RingCentral MVP. This is a problem specifically when we need to enable Integration with Azure since Azure has 79 character limits and it causes issues with Teams Integration and provisioning.
3 votes -
To add Disposition Code and Disposition Comment to custom report fields
Add Disposition Code and Disposition Comment to custom report fields
3 votes -
Increase the limit of widgets on the dashboard.
Current widgets are limited to 20 per dashboard. Rather than making multiple dashboards, increasing the amount of widgets would allow more data to be visible in one place.
3 votes -
Call routing that feature that will go back to the top once it's at the bottom
The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.
3 votes -
UI Suggestion: Call and Hang up buttons to be re-positioned
UI suggestion:
The Call and Hang up button are essentially in the same spot and a few times at the end of a call, the doc hangs up before me and I almost click the call button. I've noticed that the docs number is still sometimes there so I am worried that I will call the doc back after hanging up. Not a huge problem because I haven't missclicked yet, but if the buttons were offset - maybe the call on the left and the hang up on the right - I wouldn't run into that.
Maybe set the button…
3 votes -
MMS support for native Contact Center SMS channels
The native SMS options offered by RingCentral Contact Center (either via MAX or DFO) do not offer support for MMS messages. Only the Textel offering provides MMS support. MMS is used extensively in the US & Australian markets as it is included within mobile plans.
3 votes -
Expand Dashboard Widget to full detailed view
It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.
3 votes -
Ability to check the agents schedule prior to routing.
The request is for an agent’s WFM schedule (namely if they are on leave) can be referenced when an interaction is being routed, with the scenario being if an agent is on leave for X number of days, route to an alternative user / group to ensure something is answered. Current Workforce Management APIs do not have the means to bring this info into the contact flow. This would be a really intelligent way to route interactions based on an agent's schedule (to look ahead to PTO for the agent vs current methods, which is a single point in time…
3 votes -
Support in Analytics for non-English languages
Currently, both Quality Management Analytics & Interaction Analytics only support English (UK & US). Additional languages requested are German, Castilian Spanish, Italian, and Portuguese.
3 votes -
Ability to receive internal calls or transfers from RingEX users, even when set to unavailable
Calls from RingEX into the personal queues of RCCC agents are not fielded unless the agent is available. This leads to calls to the RingEX extension instead of RCCC personal queue. The ideal solution is for Studio scripting / RCCC logic to recognize that a call is from an RingEX extension & either present to the agent irrespective of availability or in some way change the availability to allow the call to be delivered.
3 votes -
Allow customers to self-service set up CCRN's in Service Web
Some customers need to regularly make changes to how they are routing calls from RCO over to RC CC because they are regularly establishing new lines of business and closing old ones out. As a part of their changing business, they have a regular need to set up and tear down CCRNs. Currently, customers are not allowed to set up CCRNs on their own and Professional Services or Support must be engaged.
3 votes
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