466 results found
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Call streaming IVR audio
Current Call streaming is capable of streaming audio of Queues and Campaign calls in Engage Voice. https://developers.ringcentral.com/engage/voice/guide/workforce/call-streaming/getting-startedNew idea is the capability of Call streaming dual audio in IVR product as well. This will help in building products related to Virtual agents.
2 votes -
Add Setting to the "End Message" Queue Event to Send Email Notification
Add a setting to the "End Message" queue event in Digital that will send an email. This would be helpful for management in the case of a Digital contact not being answered and the time expiring, specifically for customers that only have one Digital queue.
2 votes -
Blind Transfer Option in the Route Node
Ability to make the route node in IVR Studio to be a simple blind transfer. There are situations when transferring to an external IVR where the receiving carrier doesn't signal the platform that the call has been picked up, resulting in the call being pulled back. The workaround is to build queues that are used purely to forward calls, which is time consuming, clumsy, and restrictive if the forwarding number needs to be dynamic.
3 votes -
EV: global address book is not available unless you are on a call
EV: global address book is not available unless you are on a call
1 vote -
Add verbal response as an option
When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option to say the extension they want.
4 votes -
Have the Option To Set Lead Validity on Engage Voice
When customers upload a list/leads on their Campaigns for EV if we can please provide an option for them to set the validity of these leads
1 vote -
Engage Voice | Audit report for for Agent's who got logged off.
An additional Audit Report for Agent's who got logged off all of a sudden. This report should have the timestamp and the reason for disconnection.
1 vote -
Create Security Groups for restricting and granting access to phone numbers / Caller IDs
Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…
22 votes -
Develop time zone restrictor API for system generated callbacks
Please implement an API (or update to the callback programming) that would restrict outbound system generated callbacks by time zone. The goal of this update/API would be to limit the ability to launch a requested callback to an area code outside of legislated calling hours for that area code.
3 votes -
Add Agent State Change Report to Historical reporting platform
This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment. Please add this report or similar to the historical reporting.If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.
6 votes -
Centralized Dispositions
The request is to create centralized disposition management, as opposed to having to recreate the dispositions every time a queue/campaign is created.
2 votes -
Agent Permissions Templates
Allow for the creation of templates for agent permissions. This will increase efficiency when creating new agents and make it simpler to manage permissions for large groups of agents from a central location.
2 votes -
Engage Voice | Ability to keep the OffHook Calling feature enabled
The customer is requesting to have the ability to control the OffHook calling disabled for the agents. As of the moment if the permission "Allow OffHook Calling" is disabled, the application remains disconnected and users are not able to receive calls from the Campaign dialers.If we enable the permission, the users are able to toggle it off and on. Customer do not want their agents to toggle it off and on and just wants to keep it on (Connected).
1 vote -
Engage Voice - Interactions Details Report - add ability to filter by UII
Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you
3 votes -
Add fields from Prebuilt reports to Historical reports
With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform:"Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report."Logout DTS" from the Prebuilt Agent Session report
5 votes -
Dialable leads, populate only what is available to be called.
Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excluded that day.
4 votes -
Lead search: Add the ability to exclude a state when searching
We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
4 votes -
Replace busy signal from carriers with announcement(s)
Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
12 votes -
Admin State Change
Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue.We should be able to change someone's state when required.
12 votes -
In the call history, display the ability to see the duration of every call
Right now you have to click into each call to see call duration, which is time consuming. It would be nice to see the durations of all calls on the main page
2 votes
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