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Allow customers to populate a custom CLID for internal calls

Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling...
Marissa Defino 11 months ago in RingCentral Engage Voice 0 Future consideration

QM - Feedback Comments - Punctuation Doesn't Carry Over from Word

A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.
Jennifer Lewis almost 2 years ago in RingCentral Contact Center 3 Future consideration

QM - Calibration Screen – Needs Interaction Dates

Please add the Interaction Date to the Calibration Screen; see screenshot
Jennifer Lewis almost 2 years ago in RingCentral Contact Center 0 Future consideration

QM - Request Further Review - Shouldn't Go Back to the Evaluator

If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the...
Jennifer Lewis almost 2 years ago in RingCentral Contact Center 0 Future consideration

Ability to report on numbers of files shared, tasks created, events created etc. in the Meetings tab of RC Analytics

Whilst we can see information on # of Messages sent, #of teams etc (as per the image attached). It would be great if we can also see further information such as amount of files shared, events created, tasks created etc. This would help us to under...
Ty Stephens almost 2 years ago in RingCentral Analytics 0 Future consideration

Sip Error Place it on pass options

We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will...
Guest 11 months ago in RingCentral Engage Voice 0 Future consideration

Call log for transferred calls

In the "All Calls" section, having a transferred calls section would be helpful. I answer incoming calls. Knowing what I have done with that call would be nice. I have to keep a monthly call log on paper as to who I transferred it to, if I hung up...
Tiffany Leicht almost 2 years ago in RingCentral Phone 0 Future consideration

Save call handling ring time

Currently, every time someone logs into a hot desk phone, the phone is set to only ring 4 times or 20 seconds. Our call queues are set to ring much longer than that, but the phone doesn't continue to ring after that. It would be nice to have the a...
Guest almost 2 years ago in RingCentral Admin Portal 0 Future consideration

For Super Admin to access other users Glip messages

For Super Admin to access other users Glip messages
Guest almost 2 years ago in RingCentral Web/Desktop App 0 Future consideration

STANDALONE OR DOCKED CHAT WINDOW

I notice when chatting with someone, I can't navigate to another area without leaving the chat. can you make it that the chat window can be docked to a corner of the Ringcentral Webapp or Desktop app. Kinda like google does their chat. Thanks.
Guest almost 2 years ago in RingCentral Phone 0 Future consideration