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950 results found

  1. 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
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  2. Analytics access to see DND status from Take all calls to Do not accept call queue calls

    Problem: When a user is a member of a group and is expected to take incoming There is no way to report on the time a ringcentral user was in DND or in Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" statusSolution: Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" would allow this to be reported on. Currently you can see this in the Audit trail section - but you can only see the transitions - the amount of time has to…

    11 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  3. Average number of fax sent and receive

    We want to see our average monthly faxesThis might be a good feature on analytics for us to track how many number of faxes we are sending and receiving monthly for our report.

    5 votes
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  4. Custom Rule for Call Queue, ability to transfer to other device

    I'd like to know if it's possible to set up a Call Rule that says if a call comes from an extension number then only ring my computer and nothing else.

    2 votes
    0 comments  ·  Accessibility  ·  Admin →
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  5. Agent State log by agent, group of agents

    We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
    date/range of dates
    individual agent ID/list of agent ID's
    call center teams

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  6. 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
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  7. Break Codes

    Break Codes in RingCentral (Status of users)

    1 vote
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  8. Adding "Missed call without VM" Option on the Business Analytics Dashboard

    I noticed that there is an option on the analytics page wherein there is a count and percentage of Missed calls but it's only with voicemails, I'd like to have a metric that includes missed calls for those that didn't leave a voicemail or "Refused calls", especially for those inbound calls.

    6 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  9. 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
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  10. 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
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  11. RingCentral application can turn off status automatically

    I understand your frustration. It seems inconvenient to have to manually make yourself inactive each time you close the app. I agree that it would be more convenient if this process were automatic. Have you checked if there is a manual available for optimizing the settings on your computer and iPhone? It might provide some helpful information.

    2 votes
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  12. 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
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  13. Rep Profile

    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.

    1 vote
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  14. Performance Report Attendees Filter

    Customer want to have a specific filter for their Performance Report to sort each of their specific attendees to check how many meetings they already attended to an entire date frame.

    5 votes
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  15. Analytics - Ability to filter internal call between 2 users.

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  16. Option to add Avg Abandon time in Performance Report.

    This option is available in Live Reports so it should be available too in Performance Reports.

    2 votes
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  17. No outbound answered calls widget in LOB

    no widget showing answers to outgoing calls.

    1 vote
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  18. Turn Off beep tone on call recording

    Customer is requesting for the beep sound to be turned off while the call is being recorded. Reason is it is causing frustration by their customers due to the sound that is continuously beeping.

    3 votes
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  19. abandoned callbacks...if a user is able to connect to a queue and drops within 5 min or less, system can perform callback? and report it

    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?

    1 vote
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  20. KPI in Analytics for total outbound calls using the main company number

    I'm unable to calculate the outbound calls made from these company line caller IDs in the KPI section of business analytics

    4 votes
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