RingCentral Engage Voice

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.

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.

Please review/evaluate the Poly Blackwire headsets (specifically the 3320) for possible approval for recommended headset list. Our teams work completely remote and as with most call centers, have a regular rate of turnover. Oftentimes, equipment i...

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...

As Prebuilt reports will be going away, we are looking for existing historical reports to replace what we currently use. We use several fields from the Agent Session Report Raw and would like to see those fields added to the Agent Conduct Report. ...

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

This should not be overly complicated, we should be able to pull all the different tables from Engage Voice to create our own reports and analyze the data through Microsoft BI. This would make a tremendous boost to every client of yours ability to...

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 ...

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 ...

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