181 results found
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Improve exporting of data for RingCentral chats/conversations
At the moment, we are limited to adding up to 10 users or 10 teams per data export request of company chats. We would like to have an option to add as much users as we want when exporting conversations/chats to expedite data collection.
1 vote -
Analytics Report that includes both calls from RingCentral and Contact Center
We would like to have access to both reports of calls from RingCentral and Contact Center in a single page on the analytics portal.
1 vote -
Being able to call out to +590 Destination _ BT Accounts
Being able to call out to +590 Destination _ BT Accounts
Description: To be able to call out to +590 destinations ( Saint Barthelemy ) French Teritory
Current Behavior: The country code isn't included in the portal under French Teritories. Just French Guiana & French Polynesia
On the session log, its says " Rate not defined "Portal > Billing > Calling Rates > International > French
1 vote -
More Labels to Calls
Currently, when a call shows DROP it means the Agent hung up the call but when the call suddenly drops it is still labeled as DROP. These need to be labeled differently.
1 vote -
Have an option to change the availability status, and log in on there account.
Be able to change the status of the Extension on there RingCentral app
customer also request to have an button to have an option to log on the application of the other extension.1 vote -
Display Phone's MAC Address/Serial Number in Call Logs
Feature Description: Add the capability to display the MAC address and/or serial number of the phones that receive calls in the call logs, specifically for hotdesking setups. This will enable administrators and support staff to easily identify which physical phone received a call, improving troubleshooting efficiency and system management.
Use Case
In hotdesking setups, users frequently move between different physical phones. It becomes challenging to track which device received a call when reviewing call logs. By displaying the MAC address and/or serial number of the receiving phone in the call logs, administrators can:Easily identify the physical device: Determine which…
1 vote -
Warm Transfers counting twice in Reporting
We have a call center that has their own call queue, a customer calls the Call Center, and they perform a warm transfer to another call queue, to get the customer to a parts guy.
When looking at the analytics, to see the calls to that parts call queue, the warm transfer to that call queue counts as a call, and the connection of the customer to the part guy counts as a call. We would love to be able to filter out these warm transfers1 vote -
Routing of customers based on existing database of numbers
We need the IVR system to check the caller’s number when they press 1. If the number is already in our database, indicating that the caller is an existing customer, the call should be routed to the existing customer team (option 2) instead of being forwarded to the call-answering service.
1 vote -
RC Helpdesk Ticketing
The RingCentral support tickets are a mess. You create a ticket, and respond in an email which never gets picked up by the ticketing system and just says "Email sent to customer, waiting reply". What kind of ticketing system cannot integrate with emails? Now I am regularly having to go back through my emails to fish through and find the response from the tech.
This system is by far thee worst ticketing system for any enterprise corperation i Have ever used.
1 vote -
Break Codes
Break Codes in RingCentral (Status of users)
1 vote -
Show receiving user extension on call logs
Customer noticed that on the call logs detailed/simple view some of the calls either missed or accepted, the user extensions aren't shown on the first column unless it is set to expanded view. Customer wanted to see if it is possible to show the extension number of the user that had received that call whether the call log is set to simple or detailed view.
1 vote -
call log report
Customer wanted to have a feature for call log reports that will send them the last 6 months of the call logs. Not just the option for daily, weekly or monthly and also get an option to select specific time when the report will be send.
1 vote -
Remove Logs for Calls Answered on Mobile Apps that Reflects as Transferred to Main Phone Number on Call Log Reports
When users are answering incoming calls on the mobile application, it's currently reflecting on the call log that the call is transferred to main telephone number. These calls that reflects as transferred to the main line are adding on the number of outbound calls that reflects on the Scheduled Detailed Call Log Reports. To avoid confusion and so the data would match on the downloaded Detailed Call Log report, calls answered on mobile should not be logged as transferred to the main line and should not add up to the number of outbound calls on the Scheduled Detailed Call Log…
1 vote -
Customize the details that will show in the downloaded user list file.
The capability to select what details will show on the downloaded user list file.
1 vote -
Reports
I need the data on the number of minutes of calls made from all the numbers under our account for each month in the past six months. There are no Reports for those metrics.
1 vote -
All Data Tagged in Call Records
Business Analytics report for for "Call Records Dashboard - Default" Lays out each hop and result of the call. This does not however record an incoming call when a user device is not rang. I would love to see all incoming data included in this report to give us all the hops of an attempted call when no one is available to take the call or the caller disconnects the line prior to a user device being rang.
While the call log inside the portal gives a view on these types of calls , it does not provide enough insights…
1 vote -
Set up rules for auto adding users to groups based on job title
The capability to automatically add the users on a call groups based on job title.
1 vote -
Improve the Call Records Reporting
In Business Analytics, the Call Records default dashboard in the Business Analytics page does not have the same information as the Call Logs report. For example, it's missing calls and it doesn't report the forwarded numbers. All data, regardless of reporting tool, should tie-out.
1 vote -
1 vote
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Better texting options
Currently ring central does not allow everyone in the office to have access to text message to main phone number. We only have one phone number the customers call and text. All employees need to have access to reply to those text messages coming in. currenly only one extension can reply to those text message. we need all extensions and everyone in the office to be able to reply to those messages
1 vote
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