RingCentral Engage Voice

At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues. Please...

Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.

Please implement an API (or update to the callback programming) that would restrict outbound system generated callbacks by time zone. The goal of this update/API would be to limit the ability to launch a requested callback to an area code outside ...

When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option t...

Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.

Hello, Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations. Thank you!

I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) n...

Please add the ability to filter by UII to report. Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search...

Requesting a couple of report additions to the Historical reporting platform: 1) Inbound Call Detail Download (from prebuilt) be added to Historical reports, with "Is Callback?" and "Agent Notes" fields 2) Duplicate Inbound Call Detail Download re...

Please review/evaluate the Poly Blackwire headsets (specifically the 3320) for possible approval for recommended headset list. Our teams work completely remote and as with most call centers, have a regular rate of turnover. Oftentimes, equipment i...