445 results found
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Allow customers to populate a custom CLID for internal calls
Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.
1 vote -
Including Maintenance and Updates in this portal
You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communication which defeats the purpose.
1 vote -
Caller ID- Feature Request
When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.
1 vote -
Add additional fields on the Engage Voice Login screen for users with multiple agent choices.
See attached. Before we were forced to switch to add our users to Service.RingCentral, our agents had multiple usernames on the engage voice side. They could pick and choose which login they would be getting into depending what campaign they needed to work. Then we were forced to link their accounts to Service.RingCentral. This changed all their login names to be connected through one login email. On the attachment, you will see when they login they have the option to choose which user they want, but the information displayed is not detailed enough to determine which one to choose. I…
1 vote -
Allow people to look through contacts or do other non-phone call things while listening to voicemail
This would be useful so if I need to look at another feature, I can do that while listening to a voicemail. Right now, I played the voicemail and it stopped when I moved away from the phone tab
1 vote -
Upload pics & maps to the Knowledge Base
For our Call Center to be able to see a diagram of each building and a map w/in each building would be so helpful. Our team is from the Phillipines & it's very hard for them to visualize w/out the pictures in the KB to see & understand.
1 vote -
Engage Voice - Outbound EV calls should not be interrupted by inbound MVP calls to the agent
Customer would like option to not allow inbound MVP calls to EV agents if they are on a call already
1 vote -
Engage Voice - Add option for agents to return to an afterwork state automatically when disconnecting an outbound call
Currently when EV agents make an outbound call and disconnect, they are returned to the agent state from before the outbound call. Customer would like an option to default to an aftercall state rather than having to manually set the state after dialing.
1 vote -
Ring All Phones
My branches currently don't like using IVR's and only want all phones to ring in the branch. It would be nice to have a way to have all User Phones, Limited Phones and Apps ring at once when the main Branch number is called. Currently we can't use Call Queues as they don't allow Limited Phones and if I setup a user as a ring all, I can get user and limited phones to ring, but not app. This would be a great solution for small locations that don't need an IVR.
1 vote -
Integration app for RPM Telco CRM
Would be nice to get an app to integrate Engage with RPM Telco CRM.
1 vote -
Requested reports for Historical reporting
Requesting a couple of report additions to the Historical reporting platform:1) Inbound Call Detail Download (from prebuilt) be added to Historical reports, with "Is Callback?" and "Agent Notes" fields2) Duplicate Inbound Call Detail Download report (with above additions) for manually dialed outbound callsThank you
1 vote -
Evaluate Logitech H540 as an approved headset for Engage
Hello,Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations.Thank you!
1 vote -
Option to disable the Log out agent feature on the Supervisor Dashboard
Add an option to roles to remove or disable the Force Logout option on supervisor
1 vote -
Ability for agents to create a custom voicemail recording themselves
Current process involved Admins uploading vm greeting files for personal queues. With a large amount of agents, and turnover, this is cumbersome and time consuming.
1 vote -
Create the ability to auto fetch single leads as opposed to having to manually fetch a new lead.
This would ease work flow for agents
1 vote -
Create a Virtual Agent Voice Bot for RingCentral
Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.
1 vote -
Customized Statuses Organizational Wide
It would be beneficial to be able to set customizable statuses beyond the generic canned statuses, like Out to Lunch, Vacation, etc. That could be setup organizationally wide per account. In addition, if there could be multiple voicemail options that would sync based on status setting, i.e. Status set to Vacation and greeting would advise caller out on Vacation, or In A Meeting. Instead of users having to re-record their main voicemail greeting every time. Thank you.
1 vote -
Engage Voice FedRAMP certified
Engage Voice FedRAMP certified is a deal braker for ALL GOVERNMENT ACCOUNTS as of Jan 2022.This means we can't get this accounts at all. These are 10 year contracts and when the window closes, your may never get e second chance.Please talk with Matt Foosaner with Ring Central SLEDMatt.Foosaner@ringcentral.com
1 vote -
Allow data collected from scripts to be included in reporting in Historial reports
With the sunset of Prebuilt reports it is a necessity to have data collected from the script into the historical reports such as the Interactions report which already includes all ACD data but not the ability to import script data.
1 vote -
Ability to insert pictures and links in email templates
We do all outbound calling for a number of clients who do fundraising. It would be nice to have the ability to add the company's logo to the emails we send out to their donors. It would also be great to have the ability to insert donation links into the emails for the donors to be able to access the clients donation pages.
1 vote
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