Admin: change users (DND, available, offline)

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  • Idea
  • Updated 4 days ago
  • Under Consideration
  • (Edited)
As an admin, I should have the ability to change any extensions DND status. If an agent leaves their desk and forgets to remove their phone from the que, I have to log into their extension and change it for them.
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Jonathan Snavely

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  • Frustrated

Posted 3 years ago

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Justin, Employee

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Hello Jonathan, there is a feature request for this that our engineers are considering adding to the interface. Also, there are new call center functions that will be coming in the future. They are still in the developing stages but the new call center features will be announced before they release them. Any ideas you have for improving features and functionality of the RingCentral platform can be submitted via our community page under the "features" section. https://community.ringcentral.com/ringcentral/category_sets/ringcentral_product
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Cecile Glassy, Champion

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Not accurate - Glip has a separate engineering team. 
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Chad Lancour

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#sarcasm
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BISHOP

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Mike, any ETA on this? its super frustrating for your team to ignore this as long as you have.
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BISHOP

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Mike, any ETA on this? its super frustrating for your team to ignore this as long as you have.
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Miguel Aquino

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Employee emergencies, unscheduled days off, honest human error, forgetting to put themselves in DND are all real life, frequent scenarios.  You're telling me the only option for Admins is to (1) Remove the employee from Queue AND (2) Cross my fingers and hope by the time the employee becomes available, I too am available at that very day, hour, instant, to enter them back in Queue.  Otherwise I have an employee being unproductive because they are not in Queue?  That can't be right.
Please let Admins put an employee in DND, and when he/she comes back, whenever that may be, the employee simply click themselves back online.  Simple :-)
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BRAUN

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This reply was created from a merged topic originally titled Admins: Allow to enable/disable DND for users.

We are receiving many inbound calls that go through queues

What I would need to be able to do is from a remote location, be able to enable and disable my users DND settings

If they leave the office for the day and do not turn their phone to DND it is making the answering time much longer as it rings through their extension before it sends to the next user in the queue

I would need to access the settings and simply click DND on the users phones who are not in their offices so that I can allow the next person in the queue to answer the call quicker
(Edited)
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Korie Desimone

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This reply was created from a merged topic originally titled Admin should Be able to see if users are "Accepting all calls" and "Not acceptin....

I feel that admins should be able to see if users have their phones set to "Do Not Accept Queue Calls", "Do Not Accept All Calls" & even "Accept all calls". The Hud already shows a green circle next to each name, why cant that change colors or even in the Phone System under # Users.
(Edited)
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Kyle King, Champion

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This reply was created from a merged topic originally titled Admin: DND Remote for Admins.

This would enable administrators to remotely change the DND status of an employee's hard phone.
(Edited)
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jb_at_pb

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It would be really great to have this feature. We are currently trialling the RingCentral system and one of our co-workings is off today, but they didn't turn their DND on before they left. As we don't know their password we are having to text them on their day off to ask them to log in and turn it off.

I know I could disable their account or remove them from the queue, but not only is that like using a sledgehammer to crack a nut, I am off next week and I'm worried that I might forget to re-enable their account and that could make a bad situation even worse.

If I could just remotely change their status it would be perfect as that user can just change their status back themselves when they are next in.
(Edited)
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Shannon Brunston

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This reply was created from a merged topic originally titled Change someone else's status.

As we are transitioning to RC, I'm trying to get my users to use the status feature to help communicate to other people in the office when they are available/when they are going to be away from their desks, when they will be out of the office for a vacation, etc. 

The issue we are running into is when someone is unexpectedly sick or forgets before they leave for an appointment there is no way to update their status to red or gray from green. As the super admin, it would be helpful for our office manager to be able to update the status of people who are unexpectedly out to avoid calls being transferred to their extension. 

US/Insurance
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REGISTER

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This reply was created from a merged topic originally titled DND / Do Not Disturb toggle for Super Admin.

  1. Account type:  U.S.
  2. A brief description of the business:  Home Medical Equipment rental and sales
  3. A high level description of the product or feature being requested:  I think it would be cool if Super Admin had the ability to toggle DND for users.  I'm new to RingCentral and was trying to setup Call Queue groups and my employees and I could not figure out why the group was showing some people unavaliable when none of us were on the phone.  Finally we called support & first support thought it was the user hours but that was not it.  The support guy figured out that my employees needed to each log into the www.service.ringcentral.com.  With several employees this could take a long time to do and I think it would be Great to give a Super Admin the power to toggle all users DND.
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Joseph Roberts

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Like the others in this thread, I would love the ability to be able to toggle a users DND status. It seems as though this would be standard for admins instead of having to have so many feature request for it. I have employees that work in multiple locations around the world so changing their hours when they forget to logoff is not feasible for me b/c that means I would have to be up in the middle of the night to set them back. Please add this feature so that admins can toggle the DND status. 

Also, admins should be able to see when a user has the "Accept call queue calls" option toggled on/off and toggle this manually if needed. I have found that I have users who will set their status to active but turn this setting off so that they don't receive calls. Please add this to my feature request. 
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George Lasseigne

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I too would vote for this. Sometimes users just forget to set it before they leave on vacation. The admin/super admin can do just about anything, why not this?
(Edited)
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Dawn

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RC, please make this a priority. Super Admins should be provided with the capability to change the user's DND settings.
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Flotech, Champion

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Any update/Time Frame when this feature will be added? 
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Smith, Champion

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After more than 2 years, I cannot believe this has not yet been implemented. PLEASE, RingCentral!
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Eric L

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There are unfortunately a number of features which have been requested for 2+ years that have yet to be implemented.  It really is quite disappointing when newly requested features get implemented before ones like these that have higher counts of "Likes" and have been requested for years.
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ACCOUNT

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Being able to see and manage users' DND status is critical.  We are a 100 + user Office Premium Account, multiple locations with Sales Reps that are frequently having to change status for call queues as well as their extension.  We have no visibility and have to send the info with the steps to check, with no way of being able to verify users are set up correctly.
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Cecile Glassy, Champion

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03-01-2017 This is an ongoing issue for our organization -  we have Polycom VVX500 handsets getting "stuck" in DND or BUSY mode ---randomly. At this time, we have 3 open support cases on this particular issue - so this post is not to request help with it --- we are mentioning it here because this is an active reason to develop this capability for the Admin Portal. We have over 2000 users in 28 geographically diverse sites so going to "look at the phone" in person is not an option. As an alternative - the ADMIN PORTAL should display the user phone's VLAN IP address so we can manually login to the physical phone quickly to fix it when this happens. 
(Edited)
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WANSTEAD

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This reply was created from a merged topic originally titled Disable Do not disturb feature for specific users..

To help our Product Team understand your request and assure it gets more consideration, please include the following details in your request: 
  1. Account type - United States 
  2. A brief description of the business - Two businesses, under one umbrella. The first is a pet resort, the second is a pet containment. 
  3. A high level description of the product or feature being requested- i would like to be able to disable the do not disturb function for some users. They keep marking themselves and they should not be. 
  4. A typical use case scenario explaining how your business would use the feature- ensuring employees are available at all times during a shift. 
  5. Benefit of such feature- since we are unable to track when specific users go DND, this would help us better control it. 
  6. Include any related case number if applicable
  7. Number of Users and/or Digital Lines- 15 
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Joseph Roberts

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We are an international Web Hosting company with 15 different users in three different countries - U.S., Poland, India

I would like to be able to change the availability status, Available, Busy, Do Not Disturb, Invisible, status for our users.
They sometimes forget to mark themselves as Busy or DND when they are off shift and their extension will still be included in the call rotation and this is not good.
Another thing that I would like is the ability to see when a user has set their status as Available with the "Accept call queue calls" setting toggled off. This is a problem for us as well as this seems to happen frequently.

 
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Chris Duquette, Champion

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would be nice to maybe a admin type HUD and be able to turn on or off users DND and such. Whether employees are doing it intentionally or nor just forgetful, being able to just see it as an admin and know it should be another way and be able to switch it without a separate log in step would be a strong addition to the arsenal.
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George Lasseigne

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I'd like to know how this thread is over 2 years old and not been address by RC?
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Chris Duquette, Champion

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things get pushed down the timeline if people dont keep it at the top of the board, so best thing to do is to add a little note now and a again to bring it back up. as always the more the votes means its supposed to be taken more seriously by RC so, just keep this thread relevant and hopefully we make it happen. you and me george!!! fight the good fight!!
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George Lasseigne

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I honestly feel this forum is just a place to vent and have stopped participating because I don't see RC doing anything about any of the issue brought up.
I cannot see any technical reason why this would be hard to implement. If it is, someone from RC should articulate it.
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ACCOUNT

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I share George's frustration.  One thing that RC may want to consider is weighting the vote based on the size of the account. Our account is over 180 users, when I vote it is only counted as one, yet it effects 180 users.  It does seem like it takes a long time for RC to implement changes if they are made at all and many of the requests are for basic functionality.  It might also help if support cases were included and tracked with more detail.  I often find that support cases don't accurately reflect the issue.  Just doesn't seem like there is a centralized way to track the issues.
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George Lasseigne

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Like many software companies, I feel RC has fallen into the trap of focusing on things that will bring in new customers and have some flash, rather than make existing customer happier by make the base functionality the best it can be. It's great they have a vision and want to spend time with Glip, but it frustrates me the RC Meeting is not fully integrated into RC. It's a separate app though it comes with every account. Why?

The issue this thread is about, give more functionality to the admins, is something that will not win them any new customers nor prevent someone in an eval from choosing them. However, RC needs to keep in mind, customers can and do leave of issues like this. So while you may not see any positive revenue growth from adding this functionality, you may see some negative.

It is also disturbing that our RC rep directed me to this forum as a way to get things done. However, I've yet to see anyone from RC respond. I wonder how much it's even looked at.
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Elliot Beaudoin, Alum

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Hello George,

Roadmaps often change due to many factors. Since you worked at a software company, I'm sure you can appreciate that. Shorter term roadmaps indeed have those milestones and dates, and it's generally more of a release plan. The longer term roadmap, which is what I was referring to, generally doesn't have dates / times. 

I think validating an idea and then giving a deadline to promise it will be delivered are necessarily two different topics. Yes, this is a good, even great idea (and you can also argue it's table stakes), but there are other ideas that are ahead of it for varying reasons that require similar expertise. This is the reason it hasn't been done yet. 

To be transparent, we have completed planning for 9.3 (fall release), and this item did not make the cut. We will discuss this item again in context of the longer term plan again this summer when planning for 9.4 (end of '17/beginning of '18). 

If anything changes before then, this post will be updated.

- Elliot
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Smith, Champion

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Elliot,

This is disappointing on many levels. I totally understand that you are on the development team, and your team basically starts development when you're told/asked to. I also understand that there is a "bottom line" with any company. The fact remains that this issue is a "hot topic" and has been a problem for many RC customers for over two years now. Although I appreciate your changing the status of this topic, and your transparency, I still don't feel that RC is taking care of existing business. We are basic customers that have purchased basic functionality, and have found that lacking. We are also partners who are now reluctant to pitch RC to our potentially mutual clients because of this. There is apparently a disconnect between development/service/sales/marketing within RC that needs to be resolved. 

But first, please resolve the issue that started this thread  :)

-arthur
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George Lasseigne

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Elliot,

If I follow your timeline correctly, IF (not big IF) this feature is included in 9.4, it will still be another about a year before we as users would have the functionality. That is very disappointing.

And yes, while I have some appreciation having worked for a software company, I also have a some perspective. The company I worked for payed lip service to customer requests like this and often back burned them. Eventually, it caught up to them, and they lost a lot of customers. The lesson they learned the hard way was that new features are great, but if the basics that customer truly want and need are neglected, another company will come in and leverage that.
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Elliot Beaudoin, Alum

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Arthur,

I would say that there isn't a disconnect between us (Product team) and our other groups. We in Product are actually charged with synthesizing the inputs from all of the different areas within the company, the customer base (which is why you'll see that we are more active in the community) and then prioritizing what gets done. In short, the buck stops here.

I think the main topic in this thread is that other features have been prioritized higher and those in this thread who need this functionality don't see why other things were prioritized over DND. That's understandable, and honestly, it's normal. It's difficult to look backwards and say "why" for each thing, which is why I'm looking forward and we are being more open about what is happening and when.

George,

Timing wise, it would be a bit earlier than a year if it made 9.4, but dates do invariably move.

As for the lip service comment, I have seen that kind of pattern at companies as well, and can only tell you that's not what's happening here. 

- Elliot
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George Lasseigne

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Is the roadmap available for us to see? Though obviously we disagree about priorities, I would like to know what is scheduled.
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ACCOUNT

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I've run into several situations on this forum where the direction is to open a case with Support and conversely Support will refer you to the Community.  Additionally, rather than correcting basic functionality, RC offers up sell solutions like Contact Center.   
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Chris Duquette, Champion

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yeah the circular reasoning can be pretty annoying, sometimes though people here may be able to help solve your issue, if not your account rep and support should be able to help solve your problems. if those are still not helpful, someone who can handle your system as an admin should know how to address problems. sometimes the problems that people want fixed may not be able to be solved unless they upgrade to something more or the feature is actually added into the plan they currently have which then could force price up anyway which will still lead to more complaints, so i'm not sure where RC can actually go with certain issues to keep all parties happy. chances are they will operate as best they can and provide their service, if you were misled by someone else about what was included or it was overlooked i'm not sure how  RC can help that. again i don't think comcast has a message board where customers can openly come on and complain about their service / product. at the very least at least RC wants it's customers to voice opinions, whether or not you think they actually fix them is up to you to decide.
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ACCOUNT

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I will say that RC Reps frequently respond on various topics.  I've also recently rec'd and responded to surveys generated by forum topics. Some of my general comments may not be pertinent to this thread in that this is an additional feature.  Largely my frustration is with items that don't (seem to) function correctly, i.e... Reports, changing outbound caller id as an admin, inconsistencies across platforms - desktop app, mobile app, desk phone.
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Cecile Glassy, Champion

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06-07-2017 I would echo what Elliot just mentioned about RingCentral's Engineering Team not just using lip service. We have made some fairly steep requests in the last year and their team has been able to work towards and get released several things that were critical for our use, most recent of which was the increase in allowable number of RC Meetings participants in a meeting. RingCentral receives input from customers all over the world (and maybe are heavily concentrated in the USA) so when they release a major software update incorporating new features or a fix for something that doesn't work quite right, it is a very complicated process. Easy to overlook that fact because it all works so well most of the time, you wonder why fixes are not instant... well - I am happy to be patient and have it fixed right the first time as much as possible.
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George Lasseigne

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Cecile,

I'm curious how long did it take your requests to be put in to the product? How did you go about the request?
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Cecile Glassy, Champion

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We did not track the time from first request to first implementation, but it would be fair to say months, and we have no visibility as to whether the things that got rolled out were already on the drawing board and nearly debugged or not by the time we pushed to get them done in our system. We're in Education, so we have some higher security needs that general public companies for privacy protections etc. and we have over 2000 present users with a large increase coming soon.  In general our requests were direct through the IDEA button in this forum, a few were the result of Service Support Cases and were submitted via the support ticket area.  
(Edited)