432 results found
-
Custom Fax Cover Sheet
Please add the "Notes (optional)" field to any custom fax coversheet. At present, it only shows up on the templates provided. Once a custom coversheet is uploaded, the field disappears. Senders need to be able to add notes/comments when they have their own Custom fax cover sheet.
4 votes -
WFM: Meeting scheduler needs to take into account the forecast & coverage when scheduling off-phone activities.
Based on the training we received, we were told that the meeting scheduler ONLY looks at agent schedules when trying to schedule an event and does NOT take into account the forecast or coverage which is a critical piece to scheduling off phone activities. Ideally, the tool would be able to take all views into perspective when scheduling the meetings.
2 votes -
WFM: Prefer to see a working wait list within NICE IEX.
A wait list for time off requests that are not approved which will allow agents to view their position on the waitlist and periodically recheck for auto-approval (which is another improvement idea).
2 votes -
WFM - ability to schedule holidays in hours and not days.
WFM - ability to schedule holidays in hours and not days. We have Agents who work a variety of hours and shifts and the holiday scheduler is of no use if we cannot schedule holidays in hours.
We decided to use another holiday tool for Agents to request holidays and they have to be manually marked in the schedule as holiday activity because the inability to request holidays in hours meant WFM was not usable for this activity.
2 votes -
Salesforce Integration: Call Result Field Porting
It would be awesome to port the Call Result field to Salesforce so we can AUTOMATICALLY categorize the types of calls we are handling instead of just the amount alone. The ported disposition field is not sufficient as we do not use it.
2 votes -
Please make it so I can make an unavailable status <30 minutes
Please make it so I can make an unavailable status <30 minutes. I can only set an alarm to remind me to kick someone out of a status being used after a call vs how we can set ACW to whatever time we'd like.
1 vote -
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 -
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 -
Allow automatic delivery of emails when Dynamic Delivery is Enabled
After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature where users that are set for Single contact or even when set for Dynamic Delivery can receive email contacts automatically.
12 votes -
Alarm System with Cloud Phone Line_ BT Account
Need to connect an Alarm System to the BT Cloud phone account
1 vote -
Ability to Change Ring Tone with RingCentral Contact Center Voice Browser Extension
Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…
11 votes -
Support Edge Browser
Currently Edge is not supported. Request to have it officially supported.
15 votes -
WFM: PTO Request Limits
Would be ideal to have the ability to change the group allowances for a forecasting group based on the seasonality (time of year) rather than being forced to have all Mondays the same no matter what quarter or date it falls on. ie Q1 we would have minimal PTO allowed, Q2 we would increase PTO allowances and this would continue Q3 & Q4.
1 vote -
Inbox export and bulk upload of keywords in Intent
We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.
Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.
Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…
1 vote -
CC - NETWORK ASSESSMENT Test Portal
Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
Talkdesk example. - https://networktest.talkdesk.com/?lang=en1 vote -
Option to configure the RingCentral Pulse for Contact Center like a desk phone.
The customer wants to have an option to configure the RingCentral Pulse for Contact Center like a desk phone. They want the feature to notify and ring louder. They also want to configure the feature like a dedicated phone line.
2 votes -
CC - prebuilt report - ability to resize columns
several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.
15 votes -
Add Co-recepient
The client wanted more mailbox access through co-recepient not just 5.
4 votes -
Allow Manual calls only for internal calls
To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external
4 votes -
Ability to force users to use the web browser version only and never offer to download and install the desktop app
Ability to force users to use the web browser version only and never offer to download and install the desktop app.
We have a third party vendor whose agents will be using RingCentral, we don't want them to ever have the ability to download the desktop or mobile app, we want them to be using the web browser version only and never have an option to download the desktop or mobile apps
4 votes
- Don't see your idea?