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1349 results found

  1. RingCX - Option not to count outbound queue calls within inbound reporting stats

    Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

    22 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
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  2. Increase Voicemail Box Co-Recipient Limit

    Description:
    Currently, RingCentral voicemail boxes have the following limitations:

    Each voicemail box can have a maximum of 15 co-recipients.

    Each user can be a co-recipient of up to 5 voicemail boxes.
    Many customers, especially those in management or HR roles, require voicemail notifications to be accessible to a larger group. A common use case is for an employee call-in line, where multiple managers or supervisors need access to voicemails for absence tracking.

    Feature Request:

    Increase the co-recipient limit per voicemail box beyond 15 users.
    Allow greater flexibility in assigning users to multiple voicemail boxes.
    Alternatively, provide an option to send…

    14 votes
    New  ·  2 comments  ·  Admin Portal  ·  Admin →
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  3. Auto answer management options separately for inbound and outbound calling

    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-…

    41 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
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  4. Dashboard for agents in RingCX | Agent platform.

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

    17 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

    When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

    We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

    Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…

    21 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

    When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    13 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  7. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.

    12 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  8. Agent Script/Custom Field Recording Delivery

    Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.

    Currently, only the field name feeds over to the S3/AWS bucket in the file name.

    33 votes
    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Ability to limit SMS channel selection when creating an outbound SMS message

    When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.

    In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.

    It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.

    10 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  10. Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries

    I would like to suggest a couple of feature enhancements to simplify the use and management of the following:

    • Phonebook (Agent Tools and Voice queues and skills)
    • Special ANI (Voice queues and skills)
    • Blocked ANI (Channels)

    1. Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.

    2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had…

    21 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  11. RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)

    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…

    97 votes
    Implemented  ·  11 comments  ·  RingCX  ·  Admin →
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  12. dashboards data refresh time

    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.

    55 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL

    Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time

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

  14. Allow Multiple Agents to Save Disposition Notes Separately in Salesforce During Call Transfers

    When a call is transferred internally, the agents are unable to save both sets of notes when dispositioning the call. The notes from the first agent are replaced by the notes from the second agent.

    Steps to Reproduce:
    • The receiving agent shared the SFDC link with the previous agent (The agent who's transferring the call) to allow them to leave their notes.
    • The second agent, who received the call, then entered the disposition note within the Phone App on Salesforce.
    • However only the second agent's note will be left saved in Salesforce

    Background:

    • The Phone app…

    14 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  15. Easier Contact Centre Management Solution

    Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.

    13 votes
    New  ·  1 comment  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  16. Improvement with the CX queue voicemail options.

    CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.

    15 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  17. Mass Delete Inbox/SPAM threads in RingCX/Engage Digital

    Mass delete inbox in RingCX/Engage Digital

    This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
    -purge threads based on specific criteria from the email, allowing them to target the spammer
    -enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…

    9 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.

    The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.

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

  19. conference

    Problem Description
    When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).

    Expected Behavior
    If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.

    Business Impact
    Very large customer…

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

  20. Filter for Supervisors and Agents

    Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.

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