Settings and activity
25 results found
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53 votes
Zachary
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29 votesZachary
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25 votesZachary
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801 votesPlanned ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
Good news everyone! Our Product team is working on a new Shared SMS product that will be available to RingEX customers for private beta testing in September and are ready to begin waitlisting customers who are interested today!
To join the waitlist and learn more about this private beta program, please email us at ideas@ringcentral.com and let us know you are interested in our Shared SMS beta. Our Product team will follow up shortly after.
Thank you!
An error occurred while saving the comment Zachary
supported this idea
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212 votesNeeds More Information ·AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
Hello everyone, this has been implemented in 22.3.1. This version of the app was rolled out to all accounts over 8/25-8/31. No additional action is required to initiate the feature on the app, please confirm you are on at least 22.3.1.
This feature allows for caller ID to transfer in these scenarios.
Warm/Consultative Transfer:
- Incoming call from PSTN/RC # to RingCentral and transferred to RC number
Blind Transfer:
- Incoming call from PSTN/RC # to RingCentral and transferred to RC number
- Incoming call from PSTN/RC # to RingCentral and transferred to RC voicemail
The feature requires the following endpoints to work successfully. This applies to both the user invoking the transfer as well as the user who is the destination of the transfer.
Desk phones: Any Poly, Avaya or Unify models.
RingCentral App: Version 21.4.30 or later
RingCentral Mobile App: Version 22.1.10 or later
RingCentral Phone App: Version…
An error occurred while saving the comment Zachary
commented
The Caller ID information is being passed when we "correctly" use Consultive or Blind transfer on our Poly Edge E550s. However our issue is that if you incorrectly use Consultive transfer meaning you don't let the caller you are transferring the call to answer before sending the callers through, the Caller ID information does not get passed through.
For example, a student calls a Receptionist. The Receptionist answers but needs to transfer the call to an Advisor. The Receptionist starts a Consultive transfers to the Advisor but pushes transfer again before the Advisor picks up. The Advisor will see the Receptionist's name and number as the Caller ID and not the student's.
TLDR; if you use a consultive transfer like a blind transfer the caller ID information doesn't get passed along.
Zachary
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56 votesZachary
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15 votesZachary
shared this idea
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19 votesZachary
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19 votesZachary
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26 votesZachary
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5 votesZachary
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54 votesZachary
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58 votesZachary
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61 votes
An error occurred while saving the comment Zachary
commented
+1 to Dolores! It would help tremendously to be able to look back further than 6 months to help gather better metrics!
Zachary
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35 votes
An error occurred while saving the comment Zachary
commented
This would be very useful. Our organization has a small Call Center that typically works 7:30 AM to 5:30 PM. It is difficult to accurately report metrics given that they have to select 7:00 AM and 6:00 PM. Thank you for your consideration!
Zachary
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6 votesZachary
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199 votesZachary
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475 votesImplemented ·AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
Zachary
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24 votesZachary
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60 votesPlanned ·AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This will be implemented in November 2024 as Call Queue Custom Rule Templates!
Zachary
supported this idea
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Only allowing one person to answer the Call Queue texts is very lackluster. I really hope a solution can be found to allow the entire Call Queue to respond to texts.