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  1. 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 transfers

    1 vote

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  2. 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

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  3. 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

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  4. Break Codes in RingCentral (Status of users)

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  5. 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.

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  6. 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.

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  7. 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

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  8. Have a rep profile for each person in the system. Their profile can contain a dashboard with an overview of their scores and how they are doing. Not just a singular call overview but how they are doing all together with features from the scorecards and trackers. This would allow us to view if there is an over all spot a rep is having a difficult time or improving over time.

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  9. 1 vote

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  10. no widget showing answers to outgoing calls.

    1 vote

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  11. abandoned callbacks...if a user is able to connect to a queue and drops within 5 min or less, can the system be built to perform a callback? and add it as a reporting metric?

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  12. In the Business Analytics tab, we are wanting to get a trend graph that would show call volume split by every quarter hour (15 minutes) to allow us to better plan out lunch timings for our agents.

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  13. 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.

    1 vote

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  14. 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.

    1 vote

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  15. The capability to select what details will show on the downloaded user list file.

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  16. 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

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  17. Call records in the RingCentral app should include timestamps for ALL calls received, not just those received on the day the query is run.

    1 vote

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  18. 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

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  19. Change the Audit Trail log-in tracking for Hot Desk phones

    1 vote

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  20. ring-central software automatically logs in date contact was entered

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