761 results found
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Set separate Call Routing for Cordless Handsets
Want to receive calls with 1 handset and other handsets that's paired to the same base should not ring and only function for internal calling.
2 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 -
IVR Transfer for Full Call Queues
a feature that transfers incoming calls to an Interactive IVR menu only when the call queue is full and no agents are available to answer. Currently, the only option is to transfer the call to voicemail if no one picks up.
This new feature would allow callers to choose how they would like to proceed, such as leaving a message or requesting a callback.
3 votes -
Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled
Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled
Request Summary:
Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.Current Behavior and Observations:
Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without…2 votes -
Wealthbox CRM Integration
Are there any plans to create an integration of RingCentral to WealthBox? Seems there are a lot of requests
2 votes -
ADD A LEFT VOICEMAIL OPTION TO STATUS WHEN CALL ENDS
ADD A LEFT VOICEMAIL OPTION TO THE STATUS QUE WHEN A CALL ENDS
1 vote -
Salesforce Integration: SLA Hit/Miss and SLA Answer Rate
It would be awesome to port the SLA Hit/Miss and SLA Answer Rate fields to Salesforce as this is our most important data point.
3 votes -
customize option for user to old small phone or latest version.
Myself as https://callnova.com owner. i loved to use old version. because old phone was small and i can hover it anywhere on my screen it was not covering my whole background.while latest version coved my whole background window.
1 vote -
call back function in call queues for long waiting callers
we as Vodafone ringcentral users are missing "call me back function " to allow customers calling our Technical call center to decide after waiting period to request a call back by a simple prompt. If the customer has no number published an information to the customer that he has to provide the phonenumber by voicemail would be great. At the moment we have to see if a workaround could be used but that is not convenient for a modern call center application
4 votes -
Allow the ability to view calls waiting in call queue outside of Contact Center
Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.
Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.
3 votes -
Porting Numbers from Local Phone Provider in Japan or Korea to RingCentral
"I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
Unfortutately, it did not work.
I am wondering if there is any update on porting numbers in Korea and Japan."5 votes -
Feature Request: Continuous Call Monitoring
Feature Request: Continuous Call Monitoring
Description:
Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.
Key Components:
Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.
Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if…
13 votes -
Display Caller ID Name On MAX Agent
Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)
6 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 -
Instead of the customer pressing a key to listen to a pre-recorded message, they would receive a website link via text message
Instead of the customer pressing a key to listen to a pre-recorded message, they would receive a website link via text message, allowing them to read more and watch a helpful video.
Ability to provide customers with more information about the specific issue they are calling about.
Simply pressing a key would send a specific link to the caller's phone number.
2 votes -
Admin Portal: "Automatic" or "Manual" desktop app update push for new releases
Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.
Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.
Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.
We have a monthly…
9 votes -
There will be an available buttons in Desk phones to switch custom rules
They would like to have a buttons or line keys on the physical phone wherein they can switch custom rules so that they would not access the Admin portal instead.
1 vote -
Automatic Name Retention for Numbers Converted to Contact Center
Automatic Name Retention for Numbers Converted to Contact Center
Problem:
Currently, when a phone number's type is changed from "Extension" to "Contact Center" in the RingCentral Admin Portal > Phone System > Phone Numbers > All Numbers, the associated name is deleted. This creates a management issue for accounts with a large number of Contact Center numbers, as the previously assigned names are lost.
Impact:
Difficulty identifying specific numbers within the RingCentral Admin Portal.
Increased time and effort required to manage caller ID assignments in external systems like Incontac MAX.
Proposed Solution:
Implement a feature that automatically retains the existing…
8 votes -
Agents sidebar in assigned activity
In my Schedule the Agenda sidebar, could we get it to show somewhere an Agent's assigned activity in the SHIFT TYPE. Currently If we set Activity as shift type, then it’s not showing EMAIL in the agenda.
However, if we set as activity (EMAIL) within shift, it’s visible like below showing Email in the agent sidebar
1 vote -
Add a checkbox in Presence for monitored calls on hold
Could an additional checkbox be added in the Presence settings that would say “Ring my phone when any user I am monitoring places a call on hold”. This way when a monitored line is put on hold, it will not make all the other phones start ringing audibly. It's unnecessary for a user to answer a held ringing call, and then have the caller say that they were just put on hold. And then when they place them back on hold, it rings all the phones all over again.
7 votes
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