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Report showing missed called when agent isn't on the phone

Looking for a report that shows # of missed called BUT when the agent isn't already on another call. We want to have an accurate picture of missed calls when agent is available. We do not use queues either
Tara Shultz 8 months ago in RingCentral Phone 0 Under review

Text Notification pop up preview - want it back

The pop up preview notification has recently changed and no longer displays a preview of the message. For MFA purposes, it was nice to see the code displayed. Without the preview, it requires more steps to navigate to the text message and to displ...
Wayne Blackwell 8 months ago in RingCentral Phone 0 Under review

DND state routes call to another user but voicemail circles back

This would allow us to keep the current setup we've got in Mitel once moving over to RingCentral. There's no ability to change where the call flow goes once in the DND state. We can achieve something Similiar through call rules, but this seems lik...
Matt Daly 8 months ago in RingCentral Phone 0 Under review

More programable options for Presence keys

We are coming over from Mitel and were hoping for some feature parity between our old system and our new system. There was one feature in particular that was very useful called Monitor Extensions. There is something similar with Presence keys on R...
Dennis Lebman 8 months ago in RingCentral Phone 0 Under review

Allow Users to accept queue calls while on another call.

As a customer service representative, it can be challenging to manage a high volume of calls while ensuring that each inquiry is addressed promptly and efficiently. One potential solution to this issue is the ability to receive calls through call ...
TP Admin 8 months ago in RingCentral Phone 0 Under review

Adjust Caller ID reader speed, VM retrieval from Deskphone.

When retrieving VM from Deskphone, the system voice reads the Date, Time, and Caller ID of the caller. The Date and Time portion is OK, but the Caller ID portion is a little to fast, and it is hard for most users to catch the number.
Aaron Mills 8 months ago in RingCentral Phone 1 Under review

Show how long someone has had an "away" status

In other apps, such as Teams, if someone's status is "Away" or "Offline" it will show the last time they were available. It might say "last seen 19m ago" or something similar. Could we get this visibility in RingCentral? I've had managers ask me f...
DeAnna Wasierski-Dickens 8 months ago in RingCentral Phone 0 Under review

Second member can answer a call to a queue

Recently had an issue where I answered a call to our main number (call queue). When I tried to transfer it, my computer froze up. I could still talk to the caller, but I couldn't do anything to the call. It would've been nice if another call queue...
Mandy Casey 8 months ago in RingCentral Phone 0 Under review

Add reporting for use of specific extensions (like message only extensions)

We often send callers (or offer callers) the ability to leave a message in a message only extension, but we do not have any good reporting of how often this is being used. It would be really helpful to know when a patient selects to transfer to an...
Jim Palmer 8 months ago in RingCentral Phone 0 Under review

When DND status is changed on a hardphone, can you update the desktop app to show the same status?

Currently when a user puts DND on their hardphone, the desktop app says the user is offline and not DND. Can you make the desktop app reflect that the user is on DND when they put DND on their hardphone? We have a lot of users that only use the ha...
Stephanie Muston 8 months ago in RingCentral Phone 0 Under review