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RingCentral Engage Voice

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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 about 21 hours ago in RingCentral Engage Voice 0 New

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 2 days ago in RingCentral Engage Voice 0 New

Allow RC App and EngageVoice/Integrations to communicate w/ each other.

Description: Our sales team is frequently on the road as part of the nature of their job. With that, they also desire to have a personal relationship with the customers that they interact with. In order to accomplish this, they provide their direc...
Doug Stevens 5 months ago in RingCentral Engage Voice 0 Under review

Add a date/time delay to RingCentral account activation email

The account activation emails expire in 48 hours, so if we create a user account on Friday and send the activation email it will usually expire before the user has a chance to read it, which generates a supoort ticket. If we select send later we n...
Stuart Gormley 7 days ago in RingCentral Engage Voice 0 New

Create Security Groups for Caller IDs

Restrict who has access to Caller IDs with security groups. Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Caller IDs for a phone number not assigned to a user ,e.g, some u...
Stuart Gormley 7 days ago in RingCentral Engage Voice 0 New

Interaction Issue Hot Button

The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and res...
Jaimie Bell 6 months ago in RingCentral Engage Voice 1 Under review

Ability to take DNC's off the List thru an upload

We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but curre...
Scott Bittner 8 months ago in RingCentral Engage Voice 0 Future consideration

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 about 2 months ago in RingCentral Engage Voice 1 Under review

Consistent Sender Email Address for debug logs..ect

100% of the time when we are troubleshooting issues with your team we are asked for debug logs. When we request these logs from the system to send to us, they are spoofing our email address domain and sending us an email. Per our security requirem...
Ryan Bartlett 7 months ago in RingCentral Engage Voice 1 Under review

Improve sharing of real-time analytic dashboards

Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also. As an organization grows and cha...
Nick Dolan 5 months ago in RingCentral Engage Voice 0 Under review