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1197 results found

  1. Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…

    18 votes

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    1 comment  ·  Other  ·  Admin →
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  2. To enable sending SMS messages to the same thread in RingCX, even if the recipient does not respond.

    2 votes

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  3. Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.

    19 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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  4. 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. Expected behavior is there is no delay after the end of playing 2 files.

    2 votes

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  5. In all of RingCX embedded integrations with third party CRMs, dispositions are required to complete the logging of that interactions details into the the CRM. When there is no disposition configured on the source of the interaction, support a workflow that logs the interaction details when that interaction is ended.

    2 votes

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  6. Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.

    The customer needs a comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Currently, the interface for the Business Hours Override settings can be super confusing to set up, and it's unclear to users how the settings will function once enabled.

    Instead of defining times for the override to not kick in, the interface should have you specify the times it should actually kick in. Also, the override shouldn't knock out the business hours for the whole day but only apply to the specified timeframe in the configuration.

    2 votes

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  8. In my Schedule the Agenda sidebar, could we get it to show somewhere an Agent's assigned activity in the SHIFT TYPE. Currently If we set Activity as shift type, then it’s not showing EMAIL in the agenda.

    However, if we set as activity (EMAIL) within shift, it’s visible like below showing Email in the agent sidebar

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. option to on and off the automatic call recording announcement if they already have their company greeting recording so it will not paly the announcement twice.

    1 vote

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  10. As part of the Contact Center’s audio file upload process, It is requested that a feature be implemented to automatically convert any input audio file into the required 64 kbps bit rate format. This would greatly enhance user convenience, particularly in time-sensitive situations such as emergencies where quick file conversion is needed.

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  11. Enable syncing of contact/address book across all users
    hi jess this doesnt work can you please contact me

    1 vote

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  12. Currently, the "Agent Specific Callback" disposition is only applicable for Outbound Dialer, but it would be beneficial if this will also be available in the Voice Queue Disposition.

    In this way, the agent that receives the inbound phone call, and is required to call that customer back at certain time can use this disposition with the "Agent Specific Callback" so the system will automatically do it for the agent.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.

    2 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  14. When you place a client on hold we need an option to see the time that we have on hold.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. customer would like to access Contact center voicemail through a phone.
    would like to be able to access voicemail if users don't have access to their computers.
    would like to be able to dial via any phone to listen to their Contact Center Voicemail

    6 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  16. Details of the enhancement: Customer wants to download all call recordings on Interactions or Contact History in bulk (or all at once)

    What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Supervisor; Admin

    What problem are you trying to solve or what problems does the current functionality cause? The customer strongly requested that there is a way of downloading the contact history recordings instead of one by one.

    What steps did you take to get there?

    1. Log in to CC BU

    2. Go to Reporting > Prebuilt report

    3. Go to Contact History Report

    2 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  17. User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)

    Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. As an insurance company, we are required to retain the entire content of our emails to/from our customers. This means having a Print option where we can print the entire email chain and attachments to an image printer or PDF. This is a critical feature that is holding up moving exclusively to RC Email Routing.

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. 1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  20. 1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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