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1295 results found

  1. Sync RingCentral Desktop Application With RingCX

    RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

    Key Points:
    1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

    1. Presence Integration: Leverage the user presence feature to reflect an…

    147 votes
    Under Review  ·  9 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. View Ring CX Realtime dashboards in minutes and seconds.

    Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

    Max Q, Avg Q etc.

    42 votes
    Future Consideration  ·  6 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Have search option of dial group added to Ring Sense

    We would like the ability to search by campaign dialing groups in Ringsense

    31 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -    Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -    Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    …

    30 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. RingCX Digital Message Notification Improvements

    Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.

    Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.

    However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.

    To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.

    29 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling

    customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
    have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

    so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

    or the other way around if you start the dialer - it would switch to off hook for the dialer -…

    23 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  7. User greeting in RingCX Agent.

    Ability to personalize the greeting before answering the call per agent user.

    24 votes
    New  ·  10 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Move from generic email profile to existing or new Customer Profile

    When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.

    Example:
    Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
    The VM call from caller ID is from 734-999-9999.

    That number is associated with John Smith, a customer profile visible from a previous interaction
    with that customer.

    We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…

    23 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  9. RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality

    There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting…

    19 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

    Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

    40 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Auto answer management options separately for inbound and outbound calling

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…

    38 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

    When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

    We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

    Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…

    19 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Agent Script/Custom Field Recording Delivery

    Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.

    Currently, only the field name feeds over to the S3/AWS bucket in the file name.

    31 votes
    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. RingCX - Option not to count outbound queue calls within inbound reporting stats

    Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

    18 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. Increase Voicemail Box Co-Recipient Limit

    Description:
    Currently, RingCentral voicemail boxes have the following limitations:

    Each voicemail box can have a maximum of 15 co-recipients.

    Each user can be a co-recipient of up to 5 voicemail boxes.
    Many customers, especially those in management or HR roles, require voicemail notifications to be accessible to a larger group. A common use case is for an employee call-in line, where multiple managers or supervisors need access to voicemails for absence tracking.

    Feature Request:

    Increase the co-recipient limit per voicemail box beyond 15 users.
    Allow greater flexibility in assigning users to multiple voicemail boxes.
    Alternatively, provide an option to send…

    10 votes
    New  ·  2 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?

  16. dashboards data refresh time

    customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    53 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)

    This initiative is being worked on and is called Single Pane of Glass

    1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues in the Corporate Directory when transferring…

    90 votes
    Planned  ·  11 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL

    Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time

    11 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Allow Multiple Agents to Save Disposition Notes Separately in Salesforce During Call Transfers

    When a call is transferred internally, the agents are unable to save both sets of notes when dispositioning the call. The notes from the first agent are replaced by the notes from the second agent.

    Steps to Reproduce:
    • The receiving agent shared the SFDC link with the previous agent (The agent who's transferring the call) to allow them to leave their notes.
    • The second agent, who received the call, then entered the disposition note within the Phone App on Salesforce.
    • However only the second agent's note will be left saved in Salesforce

    Background:

    • The Phone app…

    13 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. Easier Contact Centre Management Solution

    Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.

    11 votes
    New  ·  1 comment  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?
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