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1359 results found

  1. Agents using Park groups

    Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.

    4 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  2. Calls should return with specific reasons such as invalid, rejected, blocked, and declined

    When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"

    Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means

    7 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads…

    5 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. schedule forward all calls

    Ability to schedule multiple entries on Froward All Calls option for the Phone.

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

  5. Customize Transition Tones

    We would like the ability to customize the Agent 'TRANSITION' state to an audio file from the audio library.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Email reply positioning

    For email replies or forwarded emails, can RCX move the most recent reply or forward to above the original email?

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

  7. Ability to use Logitech vibe buttons on the headset to hang up and pick calls for RingCx calls.

    Ability to use Logitech Vibe headset buttons to answer, mute, and end calls for RingCx calls.

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

  8. RingCX -- Ability to default "Stay On Call" either on or off

    We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

    24 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Max Agent Pop-up Alerts for Agents

    Administrators would like the capability to configure a pop-up notification within Max Agent to alert agents prior to the maximum timeout of their skill, which automatically logs them out of the system. This notification should be customizable, allowing for different pre-timeout messages that align with specific business requirements for various skills. The warning should be designed to be non-intrusive yet attention-grabbing, featuring a centered pop-up with an optional sound notification. Additionally, the pop-up could incorporate a countdown timer and a button to extend the session timer, enabling agents to remain logged in.

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  10. Analytics

    The customer would like to use analytics to evaluate various groups.
    The problem with this is that users are also displayed personally in the analytics report.

    The customer needs a change here so that only groups like Sales,etc. can be displayed and analyzed in Analytics, but not individuals.

    4 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  11. Defining "Other'" Category in RingCX Historical Reports and Historical Dashboards

    In RingCX, the "Other" category might encompass the following scenarios:

    Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
    Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
    Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
    Undefined Outcomes: Calls that ended without a clear interaction disposition.
    This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.

    …

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

  12. Feature Request: Support for Corporate Directory and LDAP on Yealink T53

    Feature Request: Support for Corporate Directory and LDAP on Yealink T53

    Dear Product Team,

    I hope this message finds you well. I am reaching out to propose a feature request to enhance the compatibility of RingCentral services with the Yealink T53 BYOD device.

    Background
    Currently, the Yealink T53 is not supported for the Corporate Directory feature or LDAP integration in the RingCentral Admin Portal. This limitation creates challenges for customers using the T53, as they are unable to access centralized contact management capabilities. These features are available on the supported T53W model but remain inaccessible for T53 users.

    Feature Request…

    4 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  13. Shorten RingCX Historical Report Refresh Time Rate

    Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Agents should have the ability to choose between two lead lists and decide which one to load first from their RingCX.

    Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.

    2 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  15. when you mark an idea as “already exists” in ideas.ringcentral.com please link to a guide or add some instruction for the solution

    googling for solutions quite often brings me to ideas.ringcentral.com

    just marking it as "already exists" is not very helpful, we create ideas because we haven't found the solution on support.ringcentral or looking at the apps/settings.

    please link the guide or add some instruction to the idea or create a guide and then link to it.

    marking as already exists is not VERY helpful ;)

    2 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  16. Robust Wallboard Functionality

    Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.

    RingCX Wallboard is required to have the below features added:

    Images (i.e. Brand Logo)

    Scrolling / Static Text Boxes (Manual Announcements / Information updated)

    Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)

    Calculated Statistic Values (Example: Presented – Deflected)

    Coloured/Alerting Boxes based on Statistics (Number or Text)

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  17. RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)

    Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    8 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  18. Ability to transfer RingEX calls directly to RingCX Users

    To have the Ability to transfer RingEX calls in RC app directly to RingCX Users

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Change Color Associated with Engaged State

    On the analytics page, the blue text of the agent names is difficult to read against the blue background when the agent is in an engaged state. I would like to see the color changed to a lighter shade of blue, a different color altogether, or give users the ability to customize the color.

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

  20. RingCX within India

    RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    15 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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