714 results found
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Call Logs enhancement for OB faxes
Our goal is to capture the latest status directly within our application.
This is particularly important because:
If a fax fails, we would like to automatically resend it from our application.
In cases where the fax number is incorrect or the recipient’s fax machine is turned off, the status often shows as "Unknown" (e.g., when the receiving fax machine is busy or unresponsive).
Having a webhook or direct API endpoint would help us handle such scenarios more efficiently and provide timely feedback to our users.
As a fallback, could you also confirm whether "Unknown" statuses can be further differentiated (for…
2 votes -
New Digital Filters/Columns
When searching for cases in Digital, there are no columns or criterial for finding Last Updated by Agent or Last Updated by Client. Currently the only date/time column is Case Create Date, which helpful for NEW cases, but not helpful for OPEN where the client has replied, or where agent may need to manually create a follow-up.
2 votes -
Viewability Improvement
Expand the size of this table, there is so much free space and it's very different having to manually expand each cell to view the full text.
PLEASE
2 votes -
Automated Blind Transfer Rule in Studio Script
Feature Request:
The ability to configure an automated rule for blind transfers within Studio Script that can be activated for a specified period of time and then automatically revert back to its original state once that period has ended.Business Value:
Provides greater flexibility in managing call flows during temporary situations (e.g., outages, holidays, or staffing changes).
Reduces manual intervention, lowering the risk of errors when enabling/disabling temporary routing.
Saves time for administrators by automating what currently requires manual scripting adjustments.
This feature would significantly improve efficiency and reliability when handling temporary routing scenarios.
2 votes -
See all agent stats without scrolling
It would be amazing if when you are looking at the agents on the Analytics and Supervisor tabs you could see the whole picture without having to scroll up and down and left to right! A complete picture.
2 votes -
Voicemail recipient when blind transfer
The client wanted to have a feature that when they transfer the call to the recipient and was not answered, the voicemail will go the recipient not to the originating extension.
2 votes -
Overflow Group Display Settings
Customer would like to have a feature where in the display settings of initial call queue will be reflected if the call was transferred to overflow group if the maximum wait time is reached.
2 votes -
Bulk download all devices and digital lines
Option to bulk download all devices and digital lines so customers don't need to contact us if they need to retrieve the file
2 votes -
RCEX - Ability to choose a queue to answers call from
Ability for the agents added to multiple queues to choose which queue will they answer calls from. Other than just accepting the queue.
2 votes -
Be able to assign a different ringtone to contacts.
We have a secure builidng and I used to have a different ringtone assigned to a call coming from the call box. It made easier to answer in a more appropriate way. My screen does still come up and say 'front door' but the ringtone helped if I was not sitting at my desk. Not sure why this feature went away.
2 votes -
Automatically Add and/or Remove Shared Voicemail Extension
Option to add or remove the user shared voicemail if they are out of office
2 votes -
2 way presence sync on NICE InContact and Engage Digital platforms
The request is from agents who would like to remain UNAVAILABLE after completing the email. Sometimes, they are preparing to go on BREAK or LUNCH or to end the day and want to finish that last email without being pushed another one. When they are pushed that next email, they would have to get out of ROUTING MODE and go into INBOX MODE and will have a missed interaction. Or, their Max Agent becomes AVAILABLE and is pushed a skill call and they can not reject the call.
2 votes -
Add Activity
When you add an activity code to a schedule you choose the code then the timeframe. If I go back and change the code after selecting the timeframe it changes the timeframe to a 15 minute interval. The timeframe I entered shouldn't change just because I chose a different activity code.
2 votes -
different accept queue calls switches for each call queue you are in
Separate accept queue calls switches for each call queue you are in
2 votes -
Mic&Headset test feature
I've been having microphone issues with RingCentral for about three hours. Both Chris, Windows, and other apps recognize my microphone, but RingCentral doesn't. My team leader confirmed it's not a microphone problem. A mic and headset test feature in RingCentral would be super helpful. Thanks!
2 votes -
Creating Cases in RC that will go Directly to Incontact
Customers to have the option to create a case on RingCentral that will go directly to NICE Incontact side.
2 votes -
display extension
We would like the ability to have department and extension visible for the CID. There is currently only a max character count of 14 which wont fully allow for both extension and department to be displayed.
2 votes -
Add Global Hotkeys
The RingCentral Windows OS desktop app does not have the ability to use or set global hotkeys to do tasks such as answer or end calls. This would be extremely helpful to have the ability to answer or end a call no matter what active window I'm in so I don't have to fumble around to find the active RingCentral window to answer or end a call.
2 votes -
[Quality Management] Allow scheduled evaluations to be transferred to another team
A staff member was transferred to another team after an evaluation was issued but before it was concluded. This staff member now has a different leadership team and the previous leadership team would like to transfer the evaluation to them. their team had not been updated in a timely manner in contact center so the call no longer relates to the previous team but they cant transfer it to the new team or remove it from their scheduled evaluations. They would like there to be an option to transfer it to another team but were unable to find any means…
2 votes -
Ring When Emails and Chats are Transferred
Ring Central does not currently ring when an email or a chat is transferred to another team member. I would like to see ring central implement the ringing functionality so that the user receiving the transfer is alerted to the new email or chat.
2 votes
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