Admin: change users (DND, available, offline)

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  • Idea
  • Updated 2 months 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 4 years ago

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George Lasseigne

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So would you still be happy if you request had taken over 2 years and was not on the roadmap?

That is the underlying issue on this whole thread. Sure there are lots of good requests, and yes RC has a finite number of resources. However, if many users and PMs at RC are saying something is a good idea, then it should have some priority and be on the roadmap. Though I don't know RC's programming architecture, it does not seem this would be a difficult nor time consuming request. Most of us feel 2 years is beyond being patient.

I'd also be curious how much your account having "over 2000 present users with a large increase coming soon" influenced and help prioritize your request.
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Cecile Glassy, Champion

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I cannot speculate about stuff like that, I would only say that maybe I have some understanding of software development cycles and how long it takes to incorporate and debug changes to an existing complex software/hardware architecture. Often things that might seem "simple' to an end user, are not not not simple.  I do understand it is hard to wait, and hard to not see the plan - I would love to see the plan too - but the plan changes all the time and the specific details of what and when are not something any company this size releases to the public because the fluid nature of development and unexpected roadblocks.
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George Lasseigne

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I completely agree. Having done software development for over 30 years, sometimes due to architecture, simple requests are very time consuming to implement. That's why I was asking Elliot to let us know if something is a good idea, but would take a lot of time or effort. Then it would make it a lot easier to understand why a good idea has taken a long time to get on the roadmap and get implemented. 

My account is only 70 users and does not carry much weight when I make a request.
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Smith, Champion

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Elliot,

I appreciate that you are trying to move forward instead of looking back. That is always the best way to go - especially when you start commenting on a two year old thread 5 days ago  :)

I can only assume that you have started fairly recently - at least in your current position. But you did read back, didn't you? This thread was answered, indicating it was being considered - and then has pretty much been ignored for the last two years - as far as I can tell.

More than anything, I believe that is the source of the frustration many of us are feeling. More, even, than the original request. Because after two years, we have learned to work around or just "deal" with it...
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Brian Minick

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Bump...new customer and this is frustrating. Over 100 support agents and no one is perfect...we don't use call center for a reason...we are not a callcenter!
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Joseph Roberts

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Welcome aboard, Brian! Grab a seat, look out the window, and enjoy the view because RC isn't going to do anything about this request. 
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Cecile Glassy, Champion

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09-25-2017 This is an ongoing issue for us, 2087 USA based Users 3800 DID lines - all phones are Polycom VVX500 model -   user accounts get stuck in a phantom DND mode where the phone itself looks ike all calls should go through unrestricted, but the calls get straight to voicemail --- we have done advanced troubleshooting on several of these cases and each time - we have had to have Tier 2 support do something on the backside to resolve it.   I have about 4 phones in this condition presently.
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Danno, Champion

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I had the same exact issue with VVX411 sets through Vonage.  It took all day to figure it out.  I'll see if I can find (in my notes) what it was - but it was on the carrier end.
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Danno, Champion

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Found it - carrier had to disable their "new" TLS setting and then rebooted phone.
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Chris Duquette, Champion

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i just had a customer call me and say they couldnt pick up calls but the rest of the office could, turns out she was in DND and didnt know how she got there. as an admin i should be able to log into the account and see what users are online or in DND easily so i can turn it off should they not need to be in DND.
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Chris Duquette, Champion

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odd aint it?
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Chad Lancour

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Fyi - RingCentral now allows for custom provision settings - one of which is to remove the DND from the desktop phones! Fixes this issue! Users must then use the browser or softphone to change their status. This method works with queues as well. (vs the desk phone dnd button which queues still ring users on desk phone dnd.)
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Saadet - Community Moderator, Official Rep

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Hello Everyone,

If you would like to learn more please contact your Account Manager for details. If you do not know who your Account Manager is, send me an email at community.support@ringcentral.com and I will get that information for you :)
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BISHOP

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Why do we need to contact our account manager? we contact support, and they say to submit a feature request here, and now you are re-referring us to talk to our account manager?
Why cant you just give us the info here, on the feature request?
What is the ETA on this feature that you have ignored for so long already??
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Saadet - Community Moderator, Official Rep

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BISHOP, I was referencing the topic that Chad brought up. Custom settings like that you will need to discuss with your Account Manager.

As for the original request, sorry, but the Product Team hasn't released any type of ETA for this.
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Chris Duquette, Champion

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where's everyone that was asking for this? request answered. proof that asking for features does work. :))
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Joseph Roberts

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lol.. if i had any desktop phones it might help
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Chad Lancour

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Chris- the issue for this thread is not fixed. The disabled dnd on the phones was something else... No proof here.
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Brian Minick

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While I appreciate a feature, this does not solve my problems. As an admin I want to be able to sign my queue members in and out. Not limit how they can do it.
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ACCOUNT

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Agreed, this doesn't solve the problem
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Smith, Champion

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Exactly what Brian Minick said. We need to be able to sign queue members in and out. DND is not a problem for us.
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Marion

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We're also waiting in anticipation for the ability to -see who is currently in the queue and -sign queue members in and out. This would vastly improve the experience of managing our two main call queues.
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Chad Lancour

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"ability to -see who is currently in the queue" >> This is currently available. It's an add-on feature called Live Reports. $25 additional per user... We use it.
(Edited)
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Smith, Champion

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Yes, exactly that.
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Brandon Hill

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This really needs to be a thing.  We are new to ring central and really struggling with missing features like this.  Esp with call overflow queues are dependent and user statuses.  
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Brandon K

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I'm piling onto this topic because I can't believe a system as advanced as RC can't handle something as basic as allowing queue mangers to log people in and out of the queue.  This creates terrible customer service issues and delays in customers reaching our employees.
Fix IT!
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Brandon Hill

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Just got a blast of notification emails from this thread, from replies from months ago lol.  Strange.  Also looks like this was updated a few minutes ago to "under consideration"?  At least that's all that I notice has changed.  Hopefully that's a good sign.  
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Shane Harrison

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This reply was created from a merged topic originally titled Allow admins to view and manipulate user statuses.

I would like the account Admin have the ability to view user presence / status.  If they are set to Do not disturb when they should be available, the admin or supervisor should have the ability to change this setting.  As of now you can only do this by logging into the user account with their password, which is not really an option.  Admins and Supervisors should have more visibility, please!
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Helen Julian

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This reply was created from a merged topic originally titled Create Admin *Status Change* Role.

Provide a role that allows assigned users to change a users phone status. For example if a agent leave for the day their supervisor should have the ability to change their phone status to busy in order to prevent the agent from receiving calls as if they are available.

Even an auto status changer will work if possible. When a station is locked the phone status automatically change to busy. 
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Lisa, Champion

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My input on this idea is that Admins should have 100% access to everything (settings, call recordings, voicemails, etc) on every extension, Call Queue, and Ring Group in RingCentral in the Admin portal. 
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Stu Gallup

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Just went live on Ring Central this week and in just two days this has become an issue. Absolutely need this as a base level admin function to manage a team. Has anyone developed this outside RC using the API tools or are there any Developers who have and are willing to group share the costs?
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Jessica - Community Moderator, Official Rep

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Hey Stu, 

We have a Developers Community at https://devcommunity.ringcentral.com/ringcentraldev. It may be worth asking around there for ideas :) 
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Amy Price

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This reply was created from a merged topic originally titled Admin Control of the Availability Setting.

In the Office Premium product, it would be nice if the Admin could control a users Availability setting at the Admin desktop level without having to log into the individual user's account. Currently, support/I could not find a way to do this accept set everyone's login password to be the same. Since this is against PCI compliance and also is available to each user to change at will, that is just not smart.
Example: an agent forgot to go Unavailable for the day, calls kept going to her queue extension. I was unable to stop that as I do not have her login credentials (for PCI security). I had to call support who logged in as her and changed her to unavailable. 
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Mike Gustavson

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This seems very similar to the other thread: https://community.ringcentral.com/ringcentral/topics/ability-for-admin-to-log-user-out-from-queue

Basically asking for the same thing - the ability for an admin to change a user's status.

Another issue being ignored by RC for years...
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Andy Baumruk

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We too are dissappointed that we can't have admin update a user's status.  
It seems like it should be such an easy feature to add.

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Spoonhandle

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I am continually baffled by some of the oversight that Ringcentral has with its features. As we expand our operations it is very clear that Ringcentral is geared toward very small business use.
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Dustin Johnson

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This is a massive problem for our company as well and it is certainly not encouraging to see that RingCentral does not take these types of customer requests seriously. Four years later and no movement makes me think George is right, they are paying us lip service while we pay them an enormous amount of money to develop features to attract new users instead of taking care of our needs. This isn't the first request like this I have come across that repeatedly is passed up.

I will be exploring other options at our new company locations and going forward for our primary office. This whole thread is enormously discouraging.
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Saadet - Community Moderator, Official Rep

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Hi Dustin, I understand how frustrating it is to see a thread not be implemented for years. I see it everyday and I communicate it with the Product Team.

Right now, the Product Team is looking into creating a better experience for Admins regarding this topic. I don't know what it's going to look like yet, since it's in the planning stages, but once I learn more I'll post here.
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Dustin Johnson

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I think its a sad state of affairs if you see this every day.
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Chad Lancour

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Well, it's perhaps time to drag someone over the social media coals...

If anybody wants to retweet this... https://twitter.com/ThoughtChad/status/1120398485025640449
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Will

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Yeah, don't hold your breath. I was given a similar response 2 months ago and others have been told the same thing for the last 4 years within this thread. Ring Central should either replace their Product Team or greatly expand it because they aren't doing a thing.