632 results found
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receive 2 calls
Customer is looking for an option to receive multiple calls at the same time in the RingCX platform
11 votes -
2 votes
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In-Queue-Callback Number Restriction To Prevent Misuse
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.
26 votes -
Display User Extension Number When Transferring From RingCX To RingEX
Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.
Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.
8 votes -
Call Queue Overflow
It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.3 votes -
SMS Blasts
Outbound blast (via Textel); SMS SFDC Integration
2 votes -
OFCOM compliant Proactive and Predictive Dialler
UK Outbound Dialler Requirements for Proactive and Predictive calling
When making proactive and predictive calls UK customers need to comply to OFCOM regulations.
21 votes -
Allow option to transfer to queues in addition to users
We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.
6 votes -
Custom tokens in Voice Queue External App URL
Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.
Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.
This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.
1 vote -
Add Email template Tags for Customer Name, and notes to be automatically included in email templates
When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.
It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.
2 votes -
Fix Browser Refresh Logging Agents Out Of CX
When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.
30 votes -
RingCX within India
RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.
15 votes -
Outbound WhatsApp within RCX agent UI
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.18 votes -
Integrate RingEX Personal Contacts to RingCX Directory
The admins should have the ability to integrate the uploaded Personal Contacts in RingEX or their extension, and see the same set of contacts in RingCX Integrated Softphone
5 votes -
Allowing warm transfers from Ring Central desktop to the Contact Center
We would like to see Ring Central correct the issue with warm transfers from Ring Central application to the Contact Center (Nice). According to Ring Central support, there is no capability to do a warm transfer from Ring Central application to Contact Center. This is a major impact to our company since we want to make sure the member is guided to the correct location. Warm transfers also allow employees to pass on information, thus having the member constantly repeating themselves.
5 votes -
RingCX IVR press path report
It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.
5 votes -
Add ability for Zendesk Widget To Search All Open Tickets
When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.
However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…
2 votes -
Add Session timeout for RingCX user
For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.
Bare minimum would be a session timeout applied to all user on RingCX.
A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.12 votes -
Dashboard view modification
Please add an option to hide the extra part at the bottom for the real-time dashboard.
22 votes -
Queue Answered seconds rate in RingCx Historical report
Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one
9 votes
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