Contact Center

Hello - I just created an Outbound Skill for calling (no inbound calls). My question is - how does this skill know when an agent is dialing a manual outbound call?

Hello - I just created an Outbound Skill for calling (no inbound calls). My question is - how does this skill know when an agent is dialing a manual outbound call?

As an admin, I currently have the ability to force logout agents in NICE. How do I extend this capability to non-admin managers? Does "Agent Session Control Via API" handle this? I'm concerned that enabling this permission might be flipping more switches than intended.

I notice that we only have a report to show us a breakdown of committments or promised call backs made by agents, if they broke them, or completed them. However, how can I find out what was in that committment and see the notes. It would be much more useful for me to know the reason of the call back than just a date of a call back that was missed.

if an user in MVP calls internal helpdesk in Contact Center, the agent doesn't see their extension just the main number. Any fixes for this yet?

We are getting a large influx of calls that we have never had before since joining Ring Central.A lot of these are from robo calls or people trying to pull off a phishing scheme.Is there a way to block these numbers?Thanks,

We are new RC Contact Center customers (previous RC Office users) and are looking for an easy to read and understand report showing the IVR Press Path. Specifically we would like to be able to filter by time calls came in and the options that were selected. I am aware of the IVR Press path pre-built reports by may not have enough understanding of those reports to truly understand what I'm looking at. Any thoughts, suggestions, or references would be greatly appreciated. Thanks in advance!

The company is using RingCentral MVP with NICE inContact Contact Center. The company has multiple "doing business as (dba)" registered companies. When making an outbound call using the contact center we as assigning outbound numbers that should have a specific dba CNAM. I have opened tickets with RingCentral and supposedly when support makes the change to the outbound numbers on the MVP platform, these changes should also propagated to the Nice inContact Contact Center. But that has not been the case. The CNAM name is showing the previous name. For some of the tickets, the change was made up to 60 days ago. So I do not believe timing is the issue. Previous to using RingCentral, the company had a prior subscription with another VOIP provider and with the previous VOIP provider, NICE inContact made the CNAM change on their platform that that worked and is working. The tickets or cases with RingCentral were escalated to NICE for NICE to update the CNAM using their platform, b

Anyone else having issues with report schedule emails not being sent out?

Pulse does not seem to work for me. Set up correctly but no notifications come through to glip. Any advice would be appreciated.

Guten Tag,ich hätte noch eine weitere Frage.Ist es im Unifyoffice möglich zusätzlich Kontakte Abteilungsabhängig zu speichern und anzeigen zu lassen?Also quasi so:Die Abteilung Einkauf sieht nur die Kontakte welche für die Abteilung Einkauf notwendig sind.Vielen Dank

Hi,Im a just wondering if anyone can assist with understanding the Promise keeper report for the contact centre. We are seeing alot of what looks like callbacks under the Skilled Promise section and they are coming back as being broken but we do not seem to have callbacks being missed.

Every time an agent goes to a lunch break set the correct unavailable status, I have set the timeout of that code on 47 minutes but when the agents returns to the station the session has been log out after 40 minutes, the agent sets the correct lunch break status every time.

How Can I send a screen shot using ED email

What options are there for capturing call performance and quality statistics for ContactCenter agents and phone numbers?

How can I find out how much time a rep has spent on each Scheduled Activity for a given period of time?

Is there a way for me to enable the legacy reports on a new Engage Voice account or has a new way to access recordings and retrieve line by line data without needing to go to the API/DB connection been created?Previously I mostly used the Global Call type Detail report to navigate the data stream to investigate issues.

Discover how RingCentral’s integration with Salesforce Fully Integrated Lightning Experience allows you to handle contacts for your Contact Center in the Salesforce platform, with our new course: Salesforce Agent - Fully Integrated Lightn

The Nice CXOne community would not let me join their user community and told me to reach out to RingCentral with all questions and issues. Is anyone else experiencing this issue? All WFM software companies I know of have user groups and they encourage their users to join them.

What training do you recommend for Contact Center? This is a common question we have received and led to the creation of a recommended training plan. You can find the training plans for Salesforce Agent and MAX Agent on the Training Dashboard under Additional Resources.Let us know how you are using our resources and what we can do to improve our training program.

How to stop my contacts list from ringing my phone when they make or receive a call.

We hire temporary call center users and every year we need to change all of the passwords for 100+ user accounts. Is there a way to automate the password updates without changing one at a time? Maybe import an Excel file with the username and new password? Seems like this is an important admin feature that is missing in this day and age of SOX requirements.

Hi,I have sales staff who are currently on the group rotation setting, which the next call incoming is handed to the member of staff with the longest phone idle time. My staff are actively following up with customers and also calling each other as some WFH. I found out that outbound and internal calls also reset the idle timer, putting them to the bottom of the queue for a fresh inbound sales enquiry. Which doesn't really seem right to me.

Can an outbound call be transferred to another agent in MAX?

Does total unavailable time in the reports include outbound calls?