1443 results found
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Prevent Stuck Voice Calls with no Disposition
There should be a check in the UI to prevent stuck voice calls in the Agent's UI because no disposition was configured. It's possible to configure a Voice queue without any disposition or no Agent Script. Since there's no way to disposition the call, it appears "stuck" in the Agent UI where there's no way to clear it after the call ends. It's possible that the agent won't be able take new calls.
2 votes -
Ability to view agents assigned to a Category
It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of that scenario where you can look up a specific category and see who is assigned to it. This would be very helpful from a management perspective.
2 votes -
Custom Notification query option for "Undelivered" interactions
Recently we had a situation in which a dedicated agent working a channel had retired and the manager over that channel neglected to assign a replacement agent to take it over. This resulted in any message entering the system on that channel being immediately removed from routing mode and put into an "undelivered" queue so that when we did figure out this was happening and added an agent to that category none of the past messages would deliver to them. We attempted to build a Custom Notification to alert us to this situation happening in the future, but there is…
1 vote -
Customer Card navigation improvements
Goal is to have a button to view the card when hovering over the hidden button area when a message thread is visible.
2 votes -
Historical Reports to include additional data fields
Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.
8 votes -
Improve Roles Usability
There are a few things that would help make Roles better:
1. The use of the term "in doc" should be clarified
2. Available permissions list shows categories but any elements created in the system now show as children2 votes -
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 -
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 -
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.
5 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
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 -
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.
6 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.
3 votes -
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 -
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.
5 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.
3 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
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