732 results found
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System schedules accessible via Queues, channels, IVR
System schedules accessible via Queues, channels, IVRs.
Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.
24 votes -
Disable/Enable 2 Factor Authentication on certain users
It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device
24 votes -
Ability to see if someone is having calls forwarded TO them
Currently, we do not have the ability in the RC Admin Portal to see if someone is having calls forwarded TO them. Adding this feature would greatly help in seeing if someone is unknowingly having calls forwarded to them from another user/queue.
23 votes -
OSH Option to only allow 1 live contact method at a time
Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
23 votes -
Show Original callers number when Transferring calls to Contact Centre
Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in
23 votes -
Caution message before closing chat window prompting customer to save chat transcript
Customers have the option to download a chat transcript or have one emailed to them. Many times our customers choose to download the chat transcript but then don't save it before closing the chat window and lose the transcripts. They then need to contact us again to request that we resend them the chat transcript which is very time consuming. We'd like to see a caution message show up that asks them "Make sure to download your chat transcript or have it emailed to you before closing this window".
22 votes -
Add ability to pull call waiting in queue
Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…
22 votes -
Feature Request: Super Admin Self-Service Contact Center Routing Change
Introduction:
This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.Current Situation:
Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.
Proposed Solution:
We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
Access a…21 votes -
Reporting for Contact Center Numbers in RCO
ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
20 votes -
Increase the time on server for Automatic Call Recording (Data Retention Policy) for 180 days
The customer will benefit from this, considering that account of the customers have lots of recording that they haven't listen yet and it will give ample time to listen to it.
20 votes -
Leverage RingCentral SMS API for a fully integrated SMS channel in RingCentral Contact Center (Nice CXOne)
Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.
19 votes -
Ring CX Salesforce Embedded App - Add VM
As an end user, we have Ring CX Salesforce embedded app. I want to be able to see and listen to voicemails in the Salesforce Ring CX app and not be directed to the Ring Central app to listen to my voicemails. The Ring EX has this functionality where Ring CX does not.
18 votes -
Searching names in Userhub
When searching for a name like Chris it shows 2 agents. Then what looks like it loading for load more. Have to click on the "load more" to see more. Would it be possible to get it show as button to press to know?
18 votes -
In the new CX one agent and changing filter to just Corporate Directory nothing shows.
In the new CX one Agent selecting from All to Corporate Directory no users show. Like to be able to change filter to use and select to make calls. The other filters works but not Corporate Directory.
18 votes -
Allow 911 notifications to be tied to specific Call Queues or Sites\Markets\Regions
Right now the 911 notifications are an all or nothing approach. We have sites across the US and teams that handle each one separately. I would like the ability to tailor the 911 notifications to the teams that handle each region vs. have them receive ALL the notifications.
18 votes -
Agent Idle Timer
Like an option for users to keep their idle time when in que. Use Case is we have associates in sales that can be waiting for call say waiting for 5 min and next in line to get the next call from a que. Issue is they can get a call directly and that will restart timer to get a queue call. Like to have it so a direct call won't restart the timer and move them to last in line. This is in both Max Agent and Cx One Agent.
17 votes -
Sent to VM transfer Icon
In Nice CX one agent searching a associate and selecting the corporate directory next to phone icon like option to transfer to voicemail. To clarify like to have two options one to call and another to transfer just to voicemail and not call the user.
17 votes -
Report DID's SMS campaign & SMS Status
We need to generate a report that shows numbers that have SMS enabled but not assigned to a campaign.
We can currently generate a report that shows a number's SMS capability and we can check the numbers if they are associated to an SMS campaign or not but not an actual report that would show both
17 votes -
WFM Pro - Able to sort the schedule by agent/start time
When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
17 votes -
Retrieve call logs in service.ringcentral.com for more than 12 months
cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.
17 votes
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