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

    15 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

    41 votes

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    Under Review  ·  10 comments  ·  Other  ·  Admin →
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  3. When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

    43 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  5. Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in

    21 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  6. 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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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. 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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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  8. The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.

    11 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  9. customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.

    20 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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  10. Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.

    6 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  11. There are no Digital Interaction Transcripts in the product.

    6 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.

    4 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  13. When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.

    6 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  16. 2 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  17. At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.

    14 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  18. The goal is to have access to Customer Information as an icon, which should then be searchable. Then an agent would be able to contact by phone, sms, email or any private social channels.

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. 3 votes

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  20. Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.

    10 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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