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  1. Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.

    3 votes

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  2. Request for an option to mask or hide contact IDs to enhance privacy and security for users. Currently, no such feature is available.

    1 vote

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  3. We would like to be able to have the option to set different dial tones and/or modify dial tones for external and internal calls independently, so that we can differentiate between them whenever a call comes in. Having this feature implemented would be greatly appreciated.

    1 vote

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  4. Listening to call queue voicemails should be restricted so only one person at a time can listen to a specific voicemail.

    2 votes

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  5. Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…

    3 votes

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  6. Option to download Tasks reports from RingCentral app or Admin portal

    2 votes

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  7. I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.

    I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.

    The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.

    5 votes

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  8. Total Talk Time is in Live Reports, but not in performance reports. We need to look at total talk time the next day and over the month. Please add this feature to the KPI's

    1 vote

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  9. I would like to see my messages and when they have been seen or not seen. this could be a valuable impute for managers and employees alike because its something small but you dont know if theyve read your message

    1 vote

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  10. Customer wants to have an option to print the live transcription for their reference

    2 votes

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  11. Description: We would like to request the addition of a new metric in the reporting system to calculate the average outbound over a specified period (e.g., the past six months). This feature is essential for tracking agent performance and improving operational efficiency. Currently, this specific metric is not available in the reports.

    The new metric should allow users to easily pull the average daily outbound, excluding weekends, along with other existing metrics such as inbound talk time and dials made. This would be a valuable addition for teams looking to analyze agent performance and productivity more accurately.

    1 vote

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  12. Regarding the configuration of two ring groups as requested:

    Establish the initial ring group under the designated extension, incorporating all numbers and the owner's extension.
    Create a secondary ring group under the same extension, replicating all numbers from the first group, excluding the owner's extension.

    This configuration enables efficient alternation between the two groups when the owner is unavailable.

    1 vote

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  13. Adding detailed call logs to include forwarding information would be a valuable enhancement. In this scenario, the call log would display:

    Dialed: Ext. 103
    Forwarded to: Ext. 102
    Answered by: Ext. 102

    This provides a clear trail of the call's path, improving transparency and helping users understand how their calls are being routed and handled within the system.

    2 votes

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  14. Ability or way to get all the account's data and obtain it in a zip file.

    2 votes

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    • question on after hours logic for the weekend a feature request to bring up would be to have the entirety of the after hours times displayed under the After Hours Banner.. so it shows the weekend there as well
    1 vote

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  15. RingCentral for HubSpot currently has 2 ways to make outbound calls :

    • Place a call from dialpad
    • Use click-to-dial feature

    Would like to have the option to utilize the native dialer of HubSpot to skip steps of going through the contact list to use the click-to-dial feature or using the dialpad to enter a number manually.

    1 vote

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  16. Develop reporting to determine incoming calls coming from google ads versus organic or direct calls

    1 vote

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  17. There needs to be an option for auto emailing this report at specified time intervals. Additionally, data for these analytics needs to be archived for a minnium of 1-2 years so managers can view performance over time.

    1 vote

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  18. Recording to be added on the spreadsheet for delivery reports.

    2 votes

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  19. We have noticed that on occasion there are discrepancies in the call duration shown on the screen when you access the Call Log vs. when you play the recording.

    1 vote

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