850 results found

1. RingCX Queue Event- Alarm Notification "send to device"

   It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2 minutes” etc.

   RingCX Queue Event- Alarm Notification send to device
   
   Type Duration
   Ring 1-300 seconds
   Until answered
   Until below # or _%

                   Page & Play file    1-300 seconds
                       Until answered
                       Until below ___# or ____%
   

   Below is an example from an end user

   Regarding the STROBE/AUDIBLE warning, each has a separate meaning:

   • STROBE FLASHING: 2 or more calls waiting in queue regardless of time in queue.
   • AUDIBLE ALARM: Call(s) in queue has/have been waiting longer than 2 minutes.
   • BOTH: Both of the above.

   It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2… more

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2. Feature Request: Super Admin Self-Service Contact Center Routing Change

   Introduction:
   This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

   Current Situation:

   Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

   Proposed Solution:
   We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
   Access a dedicated section for managing Contact Center routing, Select North America as the desired routing destination for example.

   Implement the change with a clear confirmation message. This confirmation message should explicitly state that the change modifies routing behavior.

   Benefits:
   Increased Efficiency: Super Admins can make routing changes independently, without waiting for support.

   Improved Customer Experience: Faster routing to North American agents ensures a seamless experience for customers.
   Reduced Support Load: Frees up RingCentral support resources for more complex issues.

   Security Considerations:
   This permission should be exclusive to the Super Admin role to maintain control over routing configurations.

   Implement a confirmation step with a clear warning message before finalizing the change to prevent accidental modifications.

   Consider an audit log to track routing changes made by Super Admins, located within the Security section of the Administration tab.

   Conclusion:
   Granting Super Admins self-service access to modify Contact Center routing to North America would significantly improve efficiency and empower them to manage routing configurations independently. This aligns with the goal of providing a seamless and responsive experience for both Super Admins and their customers.

   Additional Notes:
   This feature aligns with the concept of Role-Based Access Control (RBAC), granting specific permissions based on user roles.

   The proposed location for the setting under Advanced Settings reinforces the idea that this is an optional configuration not enabled by default.

   Introduction:
   This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

   Current Situation:

   Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

   Proposed Solution:
   We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
   Access a… more

   5 votes

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3. RingCX Estimated Wait Time API

   It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.

   Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy

   This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.

   6 votes

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4. Caller ID Name For NICE Contact Center

   Caller ID Name For NICE Contact Center

   With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
   Yes clients can dip into CRM or Build a Address Book to dip into on a inbound call, but this is a manual process to use a Address Book or if the client isn't even using CRM integration

   Every project we stand up, it is a chief complaint and its almost the same thing that they all say "why can't we have caller ID name, it's such a simple feature we have been using for decades"
   It makes the clients frustrated they are spending all this money to not have a simple name come up to the point they are making decisions to not go forward using the NICE product all together , UC side of the call has the name , but not NICE, where they make and take their calls, having caller id name is a very valuable asset to have for many reasons
   This really should be a top priority for feature request, why is it that hard to obtain, we have heard from RC techs they get calls about it all the time yet, a simple name cant be passed from RC to NICE?

   Caller ID Name For NICE Contact Center

   With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
   Yes clients can dip into CRM or Build a Address Book to dip into… more

   5 votes

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5. More Detailed SMS Transcipts Report

   Customer wants to have a more detailed SMS Transcript Report that shows Employee ID, First Name and Last Name so that it will be easier for them to look for contacts that replied to their SMS.

   3 votes

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6. Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have th

   Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:

   1. Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.

   2. Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.

   3. Any other pertinent information to be included (i.e. number of incoming caller, etc.)

   4 votes

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7. Ability to Change Ring Tone with RingCentral Contact Center Voice Browser Extension

   Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to work (proposed solution)? Just as you can adjust the extension from auto answer to manual, by right clicking on the icon and selecting “extension options”, I imagine an additional field to select “ ring tone”. And of the choices, some short and mere chirps vs long full rings that the agent can customize according to preference.

   Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to… more

   9 votes

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8. RingCX AHT Custom Formula

   Currently AHT is computed using the formula:

   AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)

   Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.

   Since agents are still working on an interaction while on away state, this should be included in the AHT computation.

   If possible we can create a custom report / formula.

   5 votes

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9. Limited Extensions should be available on InContact/MAX Company Directory

   Limited Extensions in RingCentral platform should be available on InContact/MAX Company Directory.

   This will allow us to Transfer call from one Department to Another.

   6 votes

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10. Direct agent routing / prefered agent

    We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.

    Use case : account manager would be the prefered agent based on the customer who call.

    At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
    A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature).

    A 900 RingCX users opportunity (323 892 € 12M pipeline attached) is requesting this use case => https://rc.lightning.force.com/lightning/r/Opportunity/006Hr00001OK5ByIAL/view

    We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.

    Use case : account manager would be the prefered agent based on the customer who call.

    At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
    A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature… more

    3 votes

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11. RingCX/RCO-MVP Enable Telephony Service (TAS Enable) with CC Exception

    Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
    • Caller ID Name (CNAM) is stripped off and not delivered to CC
    • Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
    • With TAS Bypass enabled Agents are not able to use RingSense for Phone and or anything that may develop that uses Telephony services. Today RCX Agents have a separately engineered Disposition Summary, that while I love it, it still requires R&D from the CX team instead of leveraging the RingSense for Phone team. Remember RCX customers are paying extra for features, they should get everything MVP offers then the added value of RCX and not lose features the UC team has. Streamlines and eliminates lag time between new developments in UC making its way to our RCX agents.
    • Enabling TAS will also help us with our single UI for UC/CC and remove the RCX WebRTC Integrated softphone that is another element that is redundant and yet has to be handled by R&D. By removing the RCX Integrated Softphone we then can support calling 911 Emergency Services and fully Support Citrx VDI. Reducing elements that are legacy and improving our One Company supporting business needs.

    I would like to call out George Gary has in the past successfully created elements in RCO/MVP backend to allow CCRN’s to enter the CC while disabling any MVP IVR timers, Agent Timers like fwd to vm etc that might prevent the CC from managing the callers journey. I am not sure what George had called it back in the day, I propose TAS with RingCX Exceptions (meaning we do not monitor to pull back to MVP or send a call to an agents personal voicemail)

    Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
    • Caller ID Name (CNAM) is stripped off and not delivered to CC
    • Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
    • With TAS Bypass enabled Agents are not able to use RingSense for Phone and or… more

    6 votes

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12. Set Cold Transfer as Default

    Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.

    7 votes

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13. Engage Voice Call Recording

    Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.

    6 votes

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14. CC - prebuilt report - ability to resize columns

    several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.

    14 votes

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15. Include Name & Number in Caller ID

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

    10 votes

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16. Add a checkbox in Presence for monitored calls on hold

    Could an additional checkbox be added in the Presence settings that would say “Ring my phone when any user I am monitoring places a call on hold”. This way when a monitored line is put on hold, it will not make all the other phones start ringing audibly. It's unnecessary for a user to answer a held ringing call, and then have the caller say that they were just put on hold. And then when they place them back on hold, it rings all the phones all over again.

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    2 votes

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17. Feature Request: Continuous Call Monitoring

    Feature Request: Continuous Call Monitoring

    Description:

    Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.

    Key Components:

    Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.

    Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if necessary.

    Multi-Channel Support: This feature should support monitoring across various communication channels, including voice calls, chat, and video calls, depending on the platform's capabilities.

    Control Options: Users should have control options to pause, resume, or end the monitoring session as needed. Additionally, they may have the ability to switch between different agents or queues for monitoring purposes.

    Privacy and Compliance: Ensure that the feature adheres to privacy regulations and compliance standards by implementing appropriate security measures and access controls.

    Scalability: The feature should be scalable to accommodate large call centers with high call volumes, ensuring optimal performance and reliability.

    Benefits:

    Enhanced Oversight: Continuous monitoring provides supervisors with a comprehensive view of agent performance over time, enabling them to identify trends, strengths, and areas for improvement more effectively.

    Improved Training: Supervisors can use real-life examples from consecutive calls to provide targeted training and coaching to agents, leading to enhanced skills and performance.

    Immediate Intervention: With real-time monitoring capabilities, supervisors can intervene promptly to address issues such as customer escalations, compliance violations, or quality concerns.

    Efficiency: Eliminating the need to reconnect for each call saves time and streamlines the monitoring process, allowing supervisors to focus more on coaching and support.

    Consistency: Continuous monitoring ensures consistent evaluation criteria and feedback processes across all monitored calls, promoting fairness and standardization.

    Conclusion:
    Continuous Call Monitoring is a valuable feature that enhances quality assurance, training, and supervision processes in call centers. By enabling seamless transition between consecutive calls and providing real-time oversight, this feature empowers supervisors to optimize agent performance and customer satisfaction effectively. Implementing this feature will contribute to the overall efficiency, effectiveness, and success of the call center operations.

    Feature Request: Continuous Call Monitoring

    Description:

    Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.

    Key Components:

    Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.

    Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if… more

    5 votes

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18. Allow Manual calls only for internal calls

    To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external

    4 votes

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19. Automatically change the status to Wrap during wrap-up time in RingCX.

    This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.

    7 votes

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20. International minutes bundle for CX

    It would be helpful to have an international minutes bundle for RingCX.

    4 votes

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