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23 results found

  1. Call queue caller call back feature

    101 votes

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    Future Consideration  ·  8 comments  ·  Phone & Messaging » Call Queues  ·  Admin →
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  2. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

    475 votes

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    Future Consideration  ·  68 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Stephanie commented  · 

    Need to be able to determine up and down time of an agent from statistics. Currently reporting only shows the current status and not how long the status is ready/not ready. There are only two options for the status in reporting which is online and offline. Need all the options (available, busy, do not disturb and invisible) , to be reflected with the time log of each status for a selected timeframe eg. for the day, week, month.

  3. Salesforce Avaya integration

    4 votes

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    Under Review  ·  1 comment  ·  Developer Platform, APIs, & Integrations » Integrations  ·  Admin →
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    Stephanie commented  · 

    Ring central app in Salesforce does not show users and queues like in Avaya phone app. When trying to transfer a call or look up a caller then only salesforce contacts come up and not Avaya contact names and groups. User has to manually look up internal colleagues extension number or call queue in Avaya app and copy that number into Ringcentral app within Salesforce and then transfer number. Adding and removing contacts within salesforce every time a user is joins or leaves the business is double work . It would be much simpler if the contact that is added to Avaya is also added to Ringcentral.

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