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Contact Center & RingCX

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  1. 1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.

    7 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. The current Payment Processor solutions require a custom IVR/agent script to be built. Having a RCX, admin portal supported, payment processor feature which would 'automatically' handle agent's availability, call routing, and necessary reporting via a configuration page would be monumental in making this particular experience a good one.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. This would enable our PS team to much more seamlessly implement RingCX so as to increase margin for implementations

    2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  5. When a user's Engage voice application goes to RNA State, the call is offered and answered by a different agent. The system will have the recording shared with both of the agents. The customer would like the recording to be saved to a specific user who answered the call to avoid having issues with Inbound Call Detail Report.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  6. Current Call streaming is capable of streaming audio of Queues and Campaign calls in Engage Voice. https://developers.ringcentral.com/engage/voice/guide/workforce/call-streaming/getting-startedNew idea is the capability of Call streaming dual audio in IVR product as well. This will help in building products related to Virtual agents.

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  7. Add a setting to the "End Message" queue event in Digital that will send an email. This would be helpful for management in the case of a Digital contact not being answered and the time expiring, specifically for customers that only have one Digital queue.

    2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  8. In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  9. When calling a disconnected number or number no longer in service using the Engage Voice application, the system tries to connect the call for 30 seconds before the system disconnects the call.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  10. EV: global address book is not available unless you are on a call

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  11. When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option to say the extension they want.

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. When customers upload a list/leads on their Campaigns for EV if we can please provide an option for them to set the validity of these leads

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  13. An additional Audit Report for Agent's who got logged off all of a sudden. This report should have the timestamp and the reason for disconnection.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  14. Description: Our sales team is frequently on the road as part of the nature of their job. With that, they also desire to have a personal relationship with the customers that they interact with. In order to accomplish this, they provide their direct line to the contacts at each of their assigned accountsWhen utilizing EngageVoice on Salesforce, it was desired to have a place when non-contact users would call in to our Main Number, and be routed to a general queue which has all Sales Reps in it. If the user that called in is listed on the account, it…

    57 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  15. The request is to create centralized disposition management, as opposed to having to recreate the dispositions every time a queue/campaign is created.

    2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Allow for the creation of templates for agent permissions. This will increase efficiency when creating new agents and make it simpler to manage permissions for large groups of agents from a central location.

    2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Ability to make the route node in IVR Studio to be a simple blind transfer. There are situations when transferring to an external IVR where the receiving carrier doesn't signal the platform that the call has been picked up, resulting in the call being pulled back. The workaround is to build queues that are used purely to forward calls, which is time consuming, clumsy, and restrictive if the forwarding number needs to be dynamic.

    2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…

    20 votes

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  19. This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment. Please add this report or similar to the historical reporting.If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.

    5 votes

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  20. The customer is requesting to have the ability to control the OffHook calling disabled for the agents. As of the moment if the permission "Allow OffHook Calling" is disabled, the application remains disconnected and users are not able to receive calls from the Campaign dialers.If we enable the permission, the users are able to toggle it off and on. Customer do not want their agents to toggle it off and on and just wants to keep it on (Connected).

    1 vote

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