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Contact Center & RingCX

Contact Center & RingCX

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  1. 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.

    32 votes

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  2. When the RingCentral softphone is ringing beyond MAX/CXOne agent call arrival, we see UNKNOWN as callerID on RingCentral Softphone.
    If max agent or CXOne agent is not on front, we don't know which caller is calling, and we cannot replace callerID by anything else than our personal callerID.
    The idea is to show the customer name or a variable tagged in InContact Studio instead of UNKNOWN. It would be very easier for agents handling calls, particularly in case agents have multiple customers to answer to.
    Thank you

    47 votes

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  3. Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
    The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)

    39 votes

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    Planned  ·  2 comments  ·  RingCX  ·  Admin →
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  4. 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…

    44 votes

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    Planned  ·  4 comments  ·  RingCX  ·  Admin →
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  5. WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.

    30 votes

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    Planned  ·  4 comments  ·  RingCX  ·  Admin →
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  6. Request is for the ability to have different ‘Agent States’ available for different ‘Agent Groups’. For example if we have two groups - sales and support, sales group could have a list of agent states, and support could have a separate list of agent states and so on, rather than just having one list for the entire organisation.

    22 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  7. Bidirectional presence sync
    Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 24025423

    22 votes

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  8. Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    22 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    27 votes

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    0 comments  ·  RingCX  ·  Admin →
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  10. The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

    However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

    To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

    18 votes

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  11. Hi Team,

    My client is asking if we have a way for the RingCX to pop-up in front of all the windows open on their screen/monitor in order for them to be notified that there is a new incoming call.

    Currently, they understood that their agents need to put their headsets on so they can hear the ring for a new incoming call(as they are doing manual accept call).

    i did also advise them to organize their screen window so that the rcx phone tool is always showing somewhere in their screen/monitor. However, their agent cannot always regularly checkthe chrome…

    18 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  12. When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on the agent's PC/Mac already ring when Station ID is used. Currently, for non Contact Center calls (direct extension calls/UC calls) the RC app can be configured to simultaneously ring the desk phone, RC application on a PC/Mac, and RC application on a cell phone. This would allow for a uniformed user experience regardless of call…

    47 votes

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    0 comments  ·  Other  ·  Admin →
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  13. Please add an option to hide the extra part at the bottom for the real-time dashboard.

    18 votes

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  14. The ability to get a report on surveys both for voice and digitial.

    Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.

    20 votes

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  15. Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and…

    21 votes

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  16. Currently, we do not have the ability in the RC Admin Portal to see if someone is having calls forwarded TO them. Adding this feature would greatly help in seeing if someone is unknowingly having calls forwarded to them from another user/queue.

    13 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  17. As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

    14 votes

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  18. Need the ability to export IVR Studio so they can be shared and imported.

    35 votes

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  19. Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  20. RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    13 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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