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RingCentral Engage Voice

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Interaction Issue Hot Button

The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and res...
Jaimie Bell almost 2 years ago in RingCentral Engage Voice 1 Under review

Replace busy signal from carriers with announcement(s)

Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
Martin Murchie over 1 year ago in RingCentral Engage Voice 0 Under review

Ability to take DNC's off the List thru an upload

We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but curre...
Scott Bittner almost 2 years ago in RingCentral Engage Voice 0 Future consideration

Admin State Change

Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue. We should be able to change someone's state when required.
Dan Marr over 1 year ago in RingCentral Engage Voice 0 Under review

Changing Estimated Hold Time Message from Max Q Time to Average Q Time

When callers sit in queue, they hear "your estimated hold time is x" and that time is based off Max Queue Time (longest call in the queue). We're worried our callers hear a long wait time based off a single call, and than hang up. If they would've...
Shane Kennedy over 1 year ago in RingCentral Engage Voice 0 Under review

Add Agent State Change Report to Historical reporting platform

This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being su...
Selena Lewis 10 months ago in RingCentral Engage Voice 0 Under review

Add fields from Prebuilt reports to Historical reports

With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform: "Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report. "Logout DTS" from the Prebuilt Agent Session report
Selena Lewis 11 months ago in RingCentral Engage Voice 0 Under review

DELETE (ON ALL INCOMING) - Prompt me to press 1 before connecting the call

There is no option to remove the "press 1 to answer" for Non-Ringcentral numbers. This feature can only be turned off when calls are forwarded to the app or deskphone. Please it would be useful to have a general toggle button to have an option to ...
Martin Alcala over 1 year ago in RingCentral Engage Voice 3 Under review

Row based totals in analytics

Currently we are able to create columnar based totals, sums, averages etc. on all table reports but lack the ability to create row based totals. This would be beneficial for quite a few use cases that ultimately allow the ability to stack rank wha...
Andrew Benson 1325 over 1 year ago in RingCentral Engage Voice 0 Under review

EV: global address book is not available unless you are on a call

EV: global address book is not available unless you are on a call
Steven VIP Ops 3 months ago in RingCentral Engage Voice 0 New