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RingCentral Engage Voice

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Analytics reporting for agent activity overview

Is there a way on reporting, specifically for Agent Activity Overview – if there could be an added option to pull a Range of Dates (example 12/1-12/31/2021) but have the option to have the report pul the daily details? So for example – I look at o...
Amy Meyer 6 months ago in RingCentral Engage Voice 0 Under review

Sound Alert to Notify Agents in Engage Voice when their Status is in RNA

Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted ...
Autumn Noblit 4 months ago in RingCentral Engage Voice 0 Under review

Allow adjustments to a Local Connect Bucket

Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove ...
Guest 11 months ago in RingCentral Engage Voice 0 Future consideration

Allow Admin to See a User from the User Prospective

SInce you changed the ability to store all passwords, we find it extremely difficult to troubleshott when issues arrise. It would be nice if RIng Central will program the ability for an admin to switch their user to see what the Agent is seing.
Paul Lieberman 5 months ago in RingCentral Engage Voice 0 Under review

Option to encrypt call recording on delivery

Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
Guest 11 months ago in RingCentral Engage Voice 1 Future consideration

Upload pics & maps to the Knowledge Base

For our Call Center to be able to see a diagram of each building and a map w/in each building would be so helpful. Our team is from the Phillipines & it's very hard for them to visualize w/out the pictures in the KB to see & understand.
Sarah Eppley 3 months ago in RingCentral Engage Voice 0 Under review

Allow people to look through contacts or do other non-phone call things while listening to voicemail

This would be useful so if I need to look at another feature, I can do that while listening to a voicemail. Right now, I played the voicemail and it stopped when I moved away from the phone tab
Barbie Osorio DeSoto 3 months ago in RingCentral Engage Voice 0 Under review

Admin Hierarchy Changing in Engage Voice

Currently if you delete the parent admin you have the ability to move its children to be under a different admins or put them in the root. Can this ability to move admins be implemented as an option without having to delete accounts. It would be v...
Nick Dolan 3 months ago in RingCentral Engage Voice 0 Under review

Notification when Task Call Recording Delivery Fails

If a recording push to an SFTP fails, send a notification to a users email address to notify them. This will help customer avoid losing recordings due to data retention and address issues right away.
Paden Cooper about 1 year ago in RingCentral Engage Voice 0 Future consideration

Stay on Call - Call Transfers - Toggle Feature

A lot of users do not like that they have to unselect the "stay on call" box when cold transferring. In our usage of EngageVoice, we direct all users to cold transfer because we utilize a chat program to inform of the incoming call beforehand. We ...
Doug Stevens 3 months ago in RingCentral Engage Voice 0 Under review