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RingCentral Engage Voice

Showing 56

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

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

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 about 1 year ago in RingCentral Engage Voice 0 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

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 about 1 year ago in RingCentral Engage Voice 0 Under review

Allow Engage voice users to launch manual outbound calls using frequently used numbers stored in the Phone Book

A very large percentage of our calls are outbound calls dialed manually by our agents and supervisors. Our agents frequently call out to the major insurance carriers. As such, we would like to be store these frequently used numbers in the Phone Bo...
Selena Lewis over 1 year ago in RingCentral Engage Voice 0 Under review

Lead search: Add the ability to exclude a state when searching

We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
Amanda Peredo about 1 year ago in RingCentral Engage Voice 0 Under review

Dialable leads, populate only what is available to be called.

Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excl...
Amanda Peredo about 1 year ago in RingCentral Engage Voice 0 Under review

Add verbal response as an option

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...
Patricia La Spesa 10 months ago in RingCentral Engage Voice 0 Under review