RingCentral Contact Center

Please increase the max cap on the following restrictions under Life Cycle Management. + Increase the rule limitations to be more than 10 + Increase the limitation of 10 skills max per rule + Increate the limitation of 15 teams max per rule We are...

It'd benefit everyone because we could actually get through to a real person in a timely fashion

Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowl...

We need the ability to securely encrypt credentials within IVR scripts that access backend data systems.

Currently, if an agent has a commitment scheduled for themselves (and not their skill), and they're unavailable to take the call at the committed time, the commitment will be broken and the customer will not receive a call. Instead, the commitment...

Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.

When our Call Center reaches out to our customers, the number appearing on their phones is not known to them. If we had the ability to change the CallerID to a string (The name of the company), we believe customers would be more willing to answer ...

When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Dra...

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...

If a call is sitting in a queue after a set amount of time, send a pop up to members of the queue letting them know a call is waiting. This would allow agents not activated to jump in and answer the call.