207 results found
-
Real-Time Queue Status Visibility for Agents
Description:
Feature Request: Enable agents to view the real-time status of other agents in the queue.
Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.
Details:
Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
Use Case: In a small office…88 votes -
Real Time Dashboard Updates
Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.
35 votes -
Presence sync bidirectional visual delay
Bidirectional presence sync
Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 2402542334 votes -
MVP & Max Launch As One
Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.
30 votes -
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.
29 votes -
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
27 votes -
Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).
Request:
The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.Scenario:
An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.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 -
Allowing warm transfers from Ring Central desktop to the Contact Center
We would like to see Ring Central correct the issue with warm transfers from Ring Central application to the Contact Center (Nice). According to Ring Central support, there is no capability to do a warm transfer from Ring Central application to Contact Center. This is a major impact to our company since we want to make sure the member is guided to the correct location. Warm transfers also allow employees to pass on information, thus having the member constantly repeating themselves.
23 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 -
share dashboard
The request is the following one:
today we have an issue with the way to manage rights for sharing Dashboards.
Some persons who are allowed to create new dashboards share them with the value "Public".
The impact result is a security hole because:
- Everyone can see GDPR information (agent names)
- No possibility to stop sharing it if you're not the owner
- No possibility to erase the dashboard if you're not the ownerThe request is the following one:
Add a new right in Admin / Security Settings / Roles and Permissions
- New checkboxes to share for…15 votes -
performance report - Call Result not tagged as abandoned if will transfer to another extension
Performance Report - Calls from queue will not be tagged as abandoned calls in the performance report if the call will transfer to another extension
13 votes -
Restrict Email Updates to Authorized Domains in User Profile
Feature Request: Restrict Email Updates to Authorized Domains in User Profile
Description:
Add an option in the RingCentral Admin Portal that allows Super Admins to enforce email domain restrictions for extension profiles. This feature would restrict users from updating their email addresses to ones outside of the company's authorized domains. When enabled, if a user attempts to enter an email address that is not part of the pre-approved domain(s) (e.g., @company.com), the system will block the update and display a notification explaining the restriction.Features and Capabilities:
Domain Restriction Setting for Email Updates: A setting within the Admin Portal under…13 votes -
Dark Mode for Contact Center
Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!
13 votes -
Allowing agents to solve digital interactions from folder view with a manual pull.
Currently the only way RC allows for a Digital Interaction (task) to be solved is if it's assigned to someone. Pulling a digital from the queue to complete it is possible, but when doing so there isn't an ability to remove it from the queue by closing it as solved. Therefore, the next available agent will get the digital that is already solved.
12 votes -
Fax Preview When Sending Fax through Softphone
When sending fax through RingCentral softphone, a PREVIEW screen will enable the one sending the fax to validate the message or the file attachments before hitting the Send button. In the healthcare industry, it is imperative that we attach the correct patient test results in the fax messages sent to doctor's clinics.
10 votes -
Schedule reminders in WFM for Contact Center
Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.
10 votes -
Use "document.title" to change Tab title in Google Chrome to automatically update to reflect the current status (ringCx
We would like the tab title in Google Chrome to automatically update to reflect the current status of our contact center solution. For example, if a contact center is 'Available,' the tab could say 'Available.' If the status changes to 'Lunch' the tab should change to 'Lunch'
This helps us quickly see the current status without needing to look at the main screen. Please implement a way for the webpage to dynamically change the tab's title based on status updates.
When status is changed the following event is logged. Please see har files attached as a text doc.
the event…
9 votes -
iOS app support
Requesting integration with existing Ring Central mobile app so it will be properly supported in iOS
9 votes -
Notify clients via email when service is down. Include a link or poll
Notify clients via email when service is down. Include a link or poll to respond with 'Yes we are down' or 'No we are not experiencing service issues'. I was not able to submit a case yesterday when the system was down even though that is what you all said to do in your 'updates'.
9 votes
- Don't see your idea?