207 results found
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Ability To Dial Out User Extension Number in CXone Agent
Customer wants to have the ability to dial out other agents or user extensions on CXone Agent in Contact Center. Currently, customer can only dial phone numbers on CXone Agent.
1 vote -
Voicemail Override
When the dialer detects an answering machine, it only allows the button that they click to appear for a maximum of 20 seconds and sometimes it takes longer than this to get to the end of the donor’s answering machine intro for them to be able to click (if they click the button halfway through the donor’s answering machine intro, the pre-recoded message they leave will be cut off at the beginning). All this to say, we are wondering if we could see with RC if the maximum seconds the button appears for could be increased
2 votes -
Add Blackout days for Timeoff
Have the ability to add blackout days so the system can automatically deny time-off requests if these dates are requested.
2 votes -
font colored modified in the CXOne dashboards
What would it take to get font colored modified in the dashboards. For example, in the old dashboard, when there was a contact in queue, the number representing how many were in queue was in red font – this would catch one’s eye and emphasize, “ This is number that needs to be decreased…”. In the new dashboard, the font color isn’t as “impactful”:
1 vote -
Update MS Teams State while Presence Syc is enabled
Is it possible to change the state that our agents from the MS Teams who are put in from the default. An example would be agents being moved to DND on Teams when they are on a RingCentral Call, we would like them to remain available on Teams so they can see notifications.
1 vote -
Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes
Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes
1 vote -
Add Location Information to DFO / Digital Channels
Adding Location and Country information to the interaction details displayed to agents would be helpful for some customers as part of the authentication process and to prevent fraud.
2 votes -
Client wants to add the reject button to the preview dialer configuration
Client wants to add the reject button to the preview dialer configuration
1 vote -
hours of operation - add
In Hours of Operation, you can put a SKL into a Meeting under Override Branches, so that the meeting prompts play. There is currently an Expiration Date/Time, however, my management team is hoping that a Begin Date/Time option could be added so that the meeting can be scheduled at the the beginning of the day and they would not need to go in at the time the meeting starts to put it in Meeting override.
1 vote -
Allow/ Retain "Unavail" status right after agent Saved a Disposition reason
Retain Agent Unavailable Code after Saving a Disposition
Is it possible to set an agent to an unavailable code after they save their disposition? We currently have dispositions set to required in 'Post Contact' for our ACD Skills. Once the agent saves their disposition they are immediately put into an Available status. What we would like is to have a 30 second window where, after saving their disposition the agent is put into another unavailable code. Once 30 second have passed the agent would then be put into Available status, ready to take another call. We are aware they can…
1 vote -
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 -
Provide Cradle to Grave reporting for calls that traverse RCCC and RC MVP
Ryder utilizes both RingCentral MVP and RingCentral Contact Center.Many internal and external calls come into the CC and need to be transferred or forwarded to the MVP users.Also, many times a call could come into MVP user and require a transfer into the Contact Center.RingCentral cannot provide a single, seamless report to report this cradle to caller journey.
36 votes -
Audible "Upcoming Event" Notifications in MAX Agent
There are A/V notification settings for a new contact, agent message, etc. but there is no way to have an audio reminder of an upcoming event in WEM. This would be extremely beneficial to agents that could get distracted by another task and lose track of time. For example: As an agent, I would have to remember to toggle on my "Morning Break" or "Lunch" status every day at the right time. If I am working on another item on the side, I could miss my break and not realize it until 10 minutes after. If I had an audible…
1 vote -
A Critical question to fail a section, not the entire form
It would be helpful for a critical question to fail just a specific section in the QA form and not fail the entire QA form. This would be an enhancement of the section scoring capability of the QA form.
4 votes -
RCCC to provide transcription within SFDC Service Cloud Voice - Real-time and Historical
Customer requires that NiC CX One be able to provide both real-time and historical voice transcription within the framework of SFDC Service Cloud Voice. Competition Vonage offers this today.
1 vote -
Whats app voice into contact center
Curalink, would like to give their global customers a cost effective way for them to call. Sometimes their customers do not have international dialing plans on their cells or do not have cell signal but they have Wi-Fi access. Curaa link would like to give these customer the option to make a voice call over Whats apps, as this would also keep them in Hippa compliance.
1 vote -
Use RingEX minutes for contact centre outbound dialling
The request is for an RC Contact Centre agent to be able to make an outbound call via the RingEX platform carrier services.
13 votes -
Add Quality Plan filters as header fields to Quality Evaluation Form
Add the ability to add the criteria filters used to select the individual interaction for evaluation in the Quality Plan to the Evaluation Form, similar to how Interaction ID and Interaction Date are added to the header of the selected Form. This would enable the Evaluator to see the "why" the particular interaction was selected by the Quality Plan. This feature would be helpful as a toggle.
2 votes -
Tiered Dispositions
The request is to have the ability for tiered or nested dispositions. Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition. For instance, when disposition is selected, then a 2nd drop-down window is presented to allow the agent to choose from the secondary list. When dispositions are required, allowing an option to require TAGS would also be helpful as well.
10 votes -
911 through RingCentral
The request is to support E911 from RingCentral when dialing from MAX. Currently, RC agents can only dial 911 from RC endpoints except the RC Contact Center Chrome extension. If they dial 911 from Max those calls have the risk of not being properly configured or using an invalid location. RCCC should be configured for 911 traffic to route across to RingCentral. The could allow customers 911 to be managed like our customers using RingEX and would add to support for mobility that is not available by RCCC today (as 911 is a static setting handled by administrators and not…
6 votes
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