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RingCentral Contact Center

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Add an option to make Activity Codes invisible to agents.

We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are vie...
Guest almost 2 years ago in RingCentral Contact Center 0 Under review

Inbound blocked caller ID should display Blocked Call instead of company phone number

Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.
Guest almost 2 years ago in RingCentral Contact Center 1 Under review

Quality planner - once an evaluation plan has expired, the plan disappears and results are not available

Quality planner - once an evaluation plan has expired, the plan disappears and results are not available. QM reporting limitations. 8 specific reports in pre-built and can be used in other RC platforms. Create reporting for this area Template to a...
Matthew Walsh almost 2 years ago in RingCentral Contact Center 1 Under review

CXone start-times enabled to 5 minutes - Admin SU - WFM Daily Rules

Currently, operational hrs in Admin | Scheduling Unit allows only to 15 min mark; same for WFM | Daily Rules shift start & activity relative start. A 5-minute opening activity is needed to get agents up-and-running to where they can start to t...
Jon Wunderlich 8 months ago in RingCentral Contact Center 0 Under review

Dispositions in Max Agent - Ability to create sub dispositions

We are looking for the ability to create sub dispositions under a disposition. This would give us the ablity to match up from Max Agent to Zoho CRM which we are moving too.
Rich Olson 8 months ago in RingCentral Contact Center 0 Under review

Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!

All available ringtones are annoying. Everyone would love their personal flair.
Harold Arnold 9 months ago in RingCentral Contact Center 0 Under review

Be able to choose if business name or person name shows in contact list.

Some of my contractors, I would like their business name to show not the contact person at that business.
Barb Berry 9 months ago in RingCentral Contact Center 0 Under review

Disable/Enable 2 Factor Authentication on certain users

It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device
Franz Ferrey Gesmundo over 1 year ago in RingCentral Contact Center 0 Under review

Manage multiple calls on hold

My problem is I am often on one or two calls already. I cannot constantly have the current call interrupted and HAVE to take/respond to the the next call. Many of my calls are from gov officials overseas who are hard to reach. I also do not have t...
Guest about 2 years ago in RingCentral Contact Center 1 Under review

MaxAgent Inbound Call Waiting Alert

I have a small shop, and users go on unavailable but still are on call if the call volume spikes. Such users have to devote desktop space to have a MaxAgent window displayed, and the have to cast eyes on the same. Our last phone system had a setti...
Brian Casey over 1 year ago in RingCentral Contact Center 0 Under review