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471 results found

  1. call offers for the longest wait time

    RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,…

    166 votes
    New  ·  12 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. hashtag # in RCX (IVRs and queue events)

    customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.

    38 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
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  3. Transferring calls to RingEX Extensions via corporate directory

    To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

    Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

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

  4. Real-Time Queue Status Visibility for Agents

    Description:

    Feature Request: Enable agents to view the real-time status of other agents in the queue.

    Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.

    Details:

    Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
    Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
    Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
    Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
    Use Case: In a small office…

    41 votes
    New  ·  2 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  5. Have search option of dial group added to Ring Sense

    We would like the ability to search by campaign dialing groups in Ringsense

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

  6. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

    Description:

    • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

    However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

    Feature Request:
    • We propose introducing a more appropriate default system state for these specific conditions (e.g.,…

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

  7. Filter by Voice/Digital Queue in RingSense for RingCX

    Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.

    31 votes
    New  ·  4 comments  ·  RingCX  ·  Admin →
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  8. Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).

    Request:
    The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.

    Scenario:
    An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.

    23 votes
    New  ·  6 comments  ·  Contact Center  ·  Admin →
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  9. Cost Centers built in RCX

    Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

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

  10. All Messages Conversation Search Enhancement

    There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

    Please see the screenshots.
    If a number is formatted in 3 different ways as it's used in RCX:
    (734) 279-2221
    17342792221
    734-279-2221

    When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or…

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

  11. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

    Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

    Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

    This function needs to exist so that our Agents can better identify our customers as the call in.

    15 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
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  12. Move from generic email profile to existing or new Customer Profile

    When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.

    Example:
    Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
    The VM call from caller ID is from 734-999-9999.

    That number is associated with John Smith, a customer profile visible from a previous interaction
    with that customer.

    We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…

    26 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  13. Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types

    We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

    By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

    14 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps

    when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...

    20 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  15. Ability to Set Skill Weight/Proficiency

    Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:

    • Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
    • Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
    • Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).
    13 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. Outbound Default and Custom Lead Field Order/Ranking

    Clients need the ability to define the order in which standard and custom lead fields show within the agent interface. When creating custom lead fields "One", "Two", and "Three", the order shown to the agent is identical to the order in which custom fields were created (most likely by chance); however, when adding "six", "five", and "four", the order in which fields show has no logic as these show in the order "six", "four", "One", "Two", "five," and "Three." Generally, customers want and need the ability to set a rank in the same way as exists for disposition.

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

  17. Extend RingCX Call History View to 30 Days

    RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…

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

  18. 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.

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

  19. RingCX bulk upload on phonebook

    Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.

    Creating global phone book entries in RingCX screenshots of options attached.

    10 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. RingCX callback in queue

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is…

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