RingCentral Contact Center

When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to o...

Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.

I have a team on CXOne that calls out to other businesses that have up front IVR menus. They would find it useful when selecting an option on the Max keypad would trigger an audible DTMF tone back to them.

Departments would like to ability to restrict viewing other departments scheduling units as well as prevent other supervisors from receiving time off requests from other departments. If we could restrict this at the role level this would be great....

Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.

I am writing to request a feature for the Ring Central tool that would allow us to report instances of dead air/long pauses during calls. It would be incredibly helpful for our team to have this feature as it would allow us to monitor call quality...

Users find the auto answer feature answers to fast. It would be good to have a option of a timer or 4 / 8 /12 seconds answer time.

In time off rules, it would be much easier to manage if the time allotments were in hours instead of days, or at least be able to set the preference. As team members use partial days of an absence type, it becomes more complicated than it needs to...

As a contact center, the ability to block phone numbers is a necessity of doing business. The ability to block a phone number quickly is also critical, since the call may be at best disruptive to agents and at worst create unsafe conditions (e.g. ...

A realtime dashboard to showcase the exact same metrics the Agent Summary Report Template shows will be helpful to monitor how many inbound and outbound calls each agent has taken so far in that given day, without the need to run that actual repor...