RingCentral Engage Voice

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...

At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues. Please...

Please provide the ability to export dispositions natively from the EV Admin portal, and then to be able to modify that file and to also import that format to modify/add new dispositions. Alternatively, see if there's a way to provide a centralize...

Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the a...

Agent's own their callbacks. If an agent leaves the company or neglects to maintain contact with someone in their pipeline we want the lead to automatically go back into the pool so another agent can begin working it. We would want to set the numb...

Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.

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...

Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.

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.

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...