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RingCentral Engage Voice

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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 4 months ago in RingCentral Engage Voice 0 Under review

Add additional fields on the Engage Voice Login screen for users with multiple agent choices.

See attached. Before we were forced to switch to add our users to Service.RingCentral, our agents had multiple usernames on the engage voice side. They could pick and choose which login they would be getting into depending what campaign they neede...
Ryan Bartlett 4 months ago in RingCentral Engage Voice 0 Under review

Don't change the supervisor state when the supervisor monitor or listing in a call for their agent

We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state
Guest about 1 year ago in RingCentral Engage Voice 0 Future consideration

Add the date into the Chat streams in Agent view. Currently it only displays time.

In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.
Guest 11 months ago in RingCentral Engage Voice 0 Future consideration

Bring Back Ability to Enter Special Characters in From Field of Email Templates

After moving from the https://portal.virtualacd.biz/legacyagent/#/login URL to the new https://engage.ringcentral.com URL, our agents can no longer send email templates that have special characters in the from field (the send email button is graye...
Kurt Carlson 11 months ago in RingCentral Engage Voice 0 Planned

Have an Engage Voice Community

You seem to promote this product, but all the users in the community are single users and NOT engage Voice Customers. It would be nice to allow Engage Voice Customers to be able to communicate with each other to discuss issues and solutions.
Paul Lieberman 5 months ago in RingCentral Engage Voice 1 Already exists

Including Maintenance and Updates in this portal

You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communic...
Paul Lieberman 5 months ago in RingCentral Engage Voice 0 Under review

Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice

Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.
Colby Jestes over 1 year ago in RingCentral Engage Voice 0 Future consideration

Capability to Pull Agent Call Logs via the integrated EngageVoice SalesForce App

Our version of EngageVoice is integrated with SalesForce via an App and we are unable to pull Call Logs for our Agents. I would like the functionality of pulling Agent Call Logs to be implemented into our version of EngageVoice that is integrated ...
Gavin Gillespie 11 months ago in RingCentral Engage Voice 0 Future consideration