1101 results found
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We need to be able to decline a call, then come back into the app & answer it when available
When a call comes in on a call queue, the call members need to be able to decline the call if they are unavailable, & then when available go back in & answer that call if it is still in the queue. The problem we have, the call queue members also take care of customer checkouts, so if they are busy, or else on another line that is not connected to ring central, the call keeps ringing, & ringing even if you push the decline button, it comes back around & rings again after the call wrap-up setting interval. This…
2 votes -
Ability to set Caller ID settings for all users in MS Teams
Currently, caller ID settings can only be set manually per user extension in MS Teams. Looking for an option to apply settings globally from the RingCentral admin portal since we have direct routing to MS Teams.
2 votes -
Send Subscription report twice a day
We want to have each sales rep emailed their call count report TWICE per day--once at noon for their morning call count, and once more at 4pm with their afternoon call count.
2 votes -
Report that shows User to User message analytics. How much time is being spent on Messaging with specific users.
Report that shows User to User message analytics. How much time is being spent on Messaging with specific users.
2 votes -
Call Recording Filenames RC App vs Admin Portal
Admin Portal File Name:
20240924-151926(219)316-4111IncomingAuto2758232453016.mp3RC App File Name:
2758232453016.mp3Admin Portal File Name:
20240924-1510551(219)316-4111OutgoingAuto_2758219513016.mp3RC App File Name:
2758219513016.mp3It would be useful if when downloading call recordings via the RC App, the filename would include the same information as when downloading the same recording via online admin portal web page which appends date/time and phone number information as well as the 13 numerical characters.
2 votes -
New voice messages in Spanish are illegible. Voice to text needs to include Spanish AI option.
New voice messages in Spanish are illegible. Voice to text needs to include Spanish AI option.
Implement the feature to allow voice to text dictation to be in Spanish
Currently, messages are illegible due to the lack of this feature.
Time is wasted when we have to log in to listen to the messages.2 votes -
Provide a report which breaks calls received to a queue by set time frame
Generated report provides in increments (i.e 7:00 to 7:59, 8:00 to 9:00, etc)
1. Calls taken by a users
2. total calls received
3. length of calls
4. Possible custom fields2 votes -
Mute call recording announcement in the users end
Creating an Idea on behalf of Edward Morra. He wants a recording announcement that won't be heard by their users but will still be heard by the callers and by the people they are calling.
2 votes -
RingCentral Toll Free number service monitoring up and down status
Would like the feature where customer can monitor their Toll Free number/s for up and down status.
If the toll free number service stops working, an alert could be sent to customers designated contact and/or group that needs to be made aware. This way they can open a ticket with RingCentral Support to troubleshoot and escalate.It would also provide the option for designated contacts to arrange for internal message, email to the company or team that the toll free service is down and they are working with RingCentral on restoring the service.
This will aid instead on the customer…
2 votes -
Real-Time Agent Status Notifications
Currently, the Live Report in RingCentral's analytics portal offers a valuable overview of agent activity. However, it requires active monitoring and refreshing to stay updated on changes in agent status.
I propose adding a real-time agent status notification system that provides immediate, visual alerts within the portal whenever there's a change in an agent's status. This would include notifications for:
Agent becomes available: A notification pops up when an agent finishes a call or becomes available to take calls from the queue.
Agent goes on queue: An alert appears when an agent activates their queue status, indicating they're ready to…2 votes -
reports in analytics Upper and Lower Controls - Cost per Agent Hour
Productivity/Occupancy of CSR: how many hours of their 7 hour shift they are in calls (per CSR).
- Upper and Lower Controls
- Cost per Agent Hour2 votes -
user extra cost tab
- Having a tab in the analytics portal that show site by site the extra cost of users.
- Having the possibility to put limit of calls if we reach a certain amount of extra cost
2 votes -
alert
Alert to specific users based on call activity, for outbound calls/sales team.
We have a live dashboard that shows the current user statuses and duration, while the dashboard is valuable the manager of the team said it would be cool if in addition to that we could trigger emails to certain users if they are off the phone for more than a certain ammount of time.
For example, on a day where the user made made at least one call, send the user an email if later in the day they do not make a call for more than x…
2 votes -
REFUSED Calls vs ANSWERED Calls, 1 call should not be marked twice
REFUSED Calls vs ANSWERED Calls, we don't know how many calls out of the REFUSED Calls were actually ANSWERED unless we look into the Call Logs and go through each and every call and count REFUSED Calls that were actually ANSWERED. 1 call should not be marked twice, 1 as REFUSED and 1 as ANSWERED, this creates a lot of doubts when reporting.
2 votes -
Extension to Extension for Calling only
I need to be setup a number of phone extensions to not be able to call outside the building.
Essentially, I would like to allow certain phones to only be able to call internal extensions. Preferably we would like them to be limited to which extensions they can call.2 votes -
Ability to see when zero calls were made
Ability to download a report which contains calls per day in order to see what days have zero or few calls. Right now I can only seem to find reports that show total calls per month, but does not break it down by day.
2 votes -
Email daily call recordings for quick playback
Ability to set up an email of call recordings sent daily or weekly. A quick way for Admin to listen to calls without logging in to RingCentral.
2 votes -
'Voice Transcription' reports available for prior dates.
Currently, users can only view same-day 'Voice Transcription' but not prior dates which will allow Quality Analyst, Managers, Supervisors, and Workforce Management to access the 'Voice Transcriptions' hence the feature request, thank you.
2 votes -
Blocked Calls Visibility
Please consider providing some kind of visibility in call logs for the calls you block. Our issue is that the blocking is apparently too aggressive and effectively preventing many healthcare facilities from sending us faxes. Our staff have been sending us complaints such as "lots of places telling us the faxes are not coming through and are failing" but call logs show nothing. Note that fax is widely used in healthcare because many email systems are not HIPAA compliant.
2 votes -
Ability to get an alert when no agents are logged in during queue hours of operations
I need to be able to set up an alert that will notify me if there are no agents logged in during business hours.
Currently there is no ability to set up an alert when no agents are logged in.
2 votes
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