RingCentral Contact Center

Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at...

The RingCentral Phone app could place a call taken by the Max Agent on Hold. This feature does not exist with the RingCentral App. The agent must place the call on Hold via the Max Agent. This poses a certain amount of risk if your agent doesn't u...

Since Ring Central is for calls both incoming and outgoing it would be nice to be able to add contacts that the company uses such as vendors you work with, site contacts, etc.. Currently you can only add "Personal Contacts" which only the user can...

This will allow the agent to greet the customer based on the line of business the the customer is calling in on.

We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. I...

In CX1, ACD, Skills or User, you can have a skill assign to a agent, but not activated. this makes it easy to active a skill for a agent when needed. In CX1 in Supervisor, When trying to do the same thing. the skill is not there in either assign o...

I have a team that deals with emails and some times calls outside of InContact. I would like a way to manually create a "ghost call" or "interaction" and attach a scorecard to that and score it. Be able to assign that "ghost interaction" to a spec...

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...

Give users the option of various genres of music, like Apple does, or No music at all so I can concentrate and talk to collegues while holding

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