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RingCentral Engage Voice

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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 9 months ago in RingCentral Engage Voice 1 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 over 1 year ago in RingCentral Engage Voice 0 Future consideration

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

Option on Admin UI to extend agents auto disposition timeout

Currently if you select the option auto disposition on time out within a disposition , you can only select one time frame for that option. What we need is an option for the admin to extend the disposition time out with a button on the admin ui . T...
Debra Johnson over 1 year ago in RingCentral Engage Voice 0 Will not implement

Real-Time Dashboard Row Counts

On Real-Time Widgets (Inbound, Agents, etc.) it would be great to see a row count for each tabular widget. For example, the mockup on the attached screenshot reflects the total number of agents in ENGAGED state (Agent table filtered by state). Thi...
Shane Kennedy 3 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 5 months ago in RingCentral Engage Voice 1 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 8 months ago in RingCentral Engage Voice 0 Under review

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 about 1 year 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 about 1 year ago in RingCentral Engage Voice 0 Planned

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 about 1 year ago in RingCentral Engage Voice 0 Future consideration