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  1. 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-…

    24 votes

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    New  ·  4 comments  ·  RingCX  ·  Admin →
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  2. 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.

    39 votes

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  3. Need to be able to use the Hold Button on the user Desk phone for RingCX call backs

    -hold button on desk phones works properly for everything except for RingCX callbacks
    -current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files

    28 votes

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    New  ·  5 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…

    63 votes

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    Planned  ·  5 comments  ·  RingCX  ·  Admin →
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  5. When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

    17 votes

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    New  ·  5 comments  ·  RingCX  ·  Admin →
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  6. 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)

    42 votes

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    Planned  ·  2 comments  ·  RingCX  ·  Admin →
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  7. WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.

    31 votes

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    Planned  ·  4 comments  ·  RingCX  ·  Admin →
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  8. 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.

    32 votes

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    0 comments  ·  RingCX  ·  Admin →
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  9. 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…

    24 votes

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    New  ·  2 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.

    22 votes

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  11. At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    13 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    12 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. 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…

    28 votes

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    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided…
    12 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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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.

    23 votes

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  15. Please add an option to hide the extra part at the bottom for the real-time dashboard.

    20 votes

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  16. We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

    9 votes

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    New  ·  0 comments  ·  RingCX  ·  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.

    17 votes

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

    40 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  19. UK Outbound Dialler Requirements for Proactive and Predictive calling

    When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

    15 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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