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RingCentral Contact Center

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Add the comments column in the schedule export report in NiC WFM schedule manager

By adding this column we can improve external reports
Eduardo Rivera over 1 year ago in RingCentral Contact Center 0 Under review

Eliminate MaxAgent Outbound Dialing Delay

When making outbound calls manually, MaxAgent adds more than ten seconds to each call. A dialer is not a solution. The number of clicks, float and click, etc is not tenable
Brian Casey 8 months ago in RingCentral Contact Center 0 Under review

Listening to an entire interaction under 'interactions' without having to go into the prebuilt reports.

I was unable to hear the conversation between two internal agents even after I selected 'play contact' to listen to all segments, a part of the conversation was missing and all I could hear is hold music. I reported the issue and received the belo...
Fatima Gonzalez 8 months ago in RingCentral Contact Center 0 Under review

More Available Codes

We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for...
Andrea Farnsworth 8 months ago in RingCentral Contact Center 1 Under review

Communicate presence (Offline, or invisible) to Max Agent

Currently only DND and busy is communicated to the Max Agent. Our Max users need to be able to see if they are transferring a call to a user that is out of the office or are invisible (or offline) . Currently users that are logged off will show gr...
Leland DeGolier 8 months ago in RingCentral Contact Center 0 Under review

INDICATOR IF A MESSAGE WAS SENT FROM MOBILE OR COMPUTER

there has to be an indication that a certain message was sent using phone or computer
Guest 8 months ago in RingCentral Contact Center 1 Under review

Personal Connection data log extract

Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there...
Will Snyder 8 months ago in RingCentral Contact Center 0 Under review

Max agent must not allow another call to connect to agent leg when it is currently engage to a call

Agents made an outbound call and was on the line using RC apps , She was on available status on MAX agent . Another call receive from the MAX and made a conference call with the other person on the line.
Jovy Mendoza 9 months ago in RingCentral Contact Center 0 Under review

click to dial feature for - RingCentral Contact Center Voice

RingCentral Contact Center Voice / article 1160 - it would be helpful if it would have a click to dial feature
Guest 9 months ago in RingCentral Contact Center 1 Needs more information

Why don't contacts have a fax number?

When I go to fax, it suggests using a contact, but what good is that if the contact doesn't have an associated fax number????
Guest 9 months ago in RingCentral Contact Center 0 Under review