1072 results found
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Engage voice application should disconnect the call when calling a number no longer in service or disconnected line.
When calling a disconnected number or number no longer in service using the Engage Voice application, the system tries to connect the call for 30 seconds before the system disconnects the call.
2 votes -
Admin portal Payment Processor
The current Payment Processor solutions require a custom IVR/agent script to be built. Having a RCX, admin portal supported, payment processor feature which would 'automatically' handle agent's availability, call routing, and necessary reporting via a configuration page would be monumental in making this particular experience a good one.
1 vote -
RingCentral for SalesForce/RingCX : Supervisors to monitor Agent activity w/in SFDC (using salesforce tools)
The request is for the ability to monitor Agent activity w/ SFDC (using native salesforce tools).
1 vote -
Ability to import/export configurations during implementation
This would enable our PS team to much more seamlessly implement RingCX so as to increase margin for implementations
2 votes -
Engage Voice Historical Report_Inbound call detail_Call recording is shared with both agents
When a user's Engage voice application goes to RNA State, the call is offered and answered by a different agent. The system will have the recording shared with both of the agents. The customer would like the recording to be saved to a specific user who answered the call to avoid having issues with Inbound Call Detail Report.
1 vote -
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 -
Modify From Address for Email Channels
For an email channel set up using IMAP/SMTP on Engage Digital add a way we can modify the email address the emails are sent from, even if doesn't match the one of the IMAP/SMTP settings. Similarly to how email templates function in Engage Voice.
3 votes -
Character limitation Engage Digital
Engage Digital has a global character limitation of 262,144 characters on an agent message. This is fine if the messages were going out as plain text. Our business requirements require us to send multiple quotes in HTML format within the body of the message. We discovered the HTML formatting syntax counts against the character limitation. We've had an instance where we had 385,947 characters in one message. Is it possible to increase the global limitation to 500,000 or 1 million characters?
3 votes -
wanted to have options for the transfer the call for the 2 participant that she merged call
wanted to have options for the transfer the call for the 2 participant that she merged call
3 votes
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