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The RingCentral Ideas portal will be offline from February 25 until February 29 while we complete our transition. To learn more about this change, read our announcement in the RingCentral Community.

Coming March 1st: A new & improved Ideas Portal! The Ideas Portal will be under construction and offline February 25th - February 29th. Click here to learn more about this change.

RingCentral Contact Center

Showing 342 of 7576

Make outbound calls while on an email contact

Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark em...
Rick Bickle 6 months ago in RingCentral Contact Center 0 New

Contact Center - Ability to map multiple unavailable codes to after call work

It would be great to be able to map multiple statuses to After Call Work. In our previous system, we were able to map both a follow up and extended follow up status to After Call work. That way we are able to set the follow up to 90 seconds before...
John Bruns 6 months ago in RingCentral Contact Center 0 New

Kudos call

The Kudos calls. It would be nice to have a system automatically submit a kudos call without the customer asking to speak to a supervisor because there are times the customer is giving you a 100% compliment about the service we are providing them ...
Dario Olivas 7 months ago in RingCentral Contact Center 0 New

Allow customization of the DND menu prompt.

When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
Jerrold Floyd 9 months ago in RingCentral Contact Center 0 Under review

Error message needs to inform error reason for cannot disable user

When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
Will Snyder 9 months ago in RingCentral Contact Center 0 Under review

Contact Center - No Hold Music when truly "on hold"

When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller,...
Lee Harris 10 months ago in RingCentral Contact Center 0 Under review

Contact Center - Disposition and Tags for second assignment / resolution in call

Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are ...
Lee Harris 10 months ago in RingCentral Contact Center 0 Under review

Store CNAM of incoming ANI in variable - Contact Centre

When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured. I would like to see CNAM b...
Anthony Roberts 10 months ago in RingCentral Contact Center 0 Under review

Ring Central Contact Center My Zone Recent Interactions

Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.
David Peterson 10 months ago in RingCentral Contact Center 0 Under review

Contact Center IVR press path summary analytics

Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, th...
Katy O'Connell 10 months ago in RingCentral Contact Center 0 Under review