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  1. It would be of great value to have the ability to record and store several or a couple of custom greetings for individual lines. Currently, you can only have 1. There is a library for the contact center prompt greetings.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. The ability to create configurable alarms on critical configuration changes. This would enable proactive notification for us and our customers if a sensitive setting is altered.

    1 vote

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  3. Customers are requesting the ability to automate agent login and status management within the RingCX platform. Specifically, they are looking for a feature that allows setting a predefined schedule (e.g., Monday to Friday, 8:00 AM to 4:00 PM) during which an agent is automatically logged in and placed in an "Available" status. This would eliminate the need for agents to manually log in and out of RingCX daily.

    This functionality would improve operational efficiency, ensure timely availability, and help avoid missed logins or agent delays—especially in environments with strict schedule adherence requirements. This could also potentially integrate with workforce management…

    1 vote

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  4. Customer would like a report on specific reason as to why the call(s) get stuck. For instance, one UII get stuck and the report shows that the call was stuck due to an internet connection or a glitch.

    1 vote

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  5. Ability to move an agent from one agent group to another without deleting and recreating the agent profile.

    4 votes

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  6. Agents currently report that while a caller's name is briefly displayed during the ACD (Automatic Call Distribution) ringing phase, this information disappears from the agent dashboard and call history once the call is answered and completed. This lack of persistence makes it difficult for agents to efficiently identify and review past callers for follow-up, record-keeping, or general call context.

    4 votes

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  7. When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.

    If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.

    Hence, the agent and queue details should be cleared off after the date they are deleted from the portal

    10 votes

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  8. The request is from agents who would like to remain UNAVAILABLE after completing the email. Sometimes, they are preparing to go on BREAK or LUNCH or to end the day and want to finish that last email without being pushed another one. When they are pushed that next email, they would have to get out of ROUTING MODE and go into INBOX MODE and will have a missed interaction. Or, their Max Agent becomes AVAILABLE and is pushed a skill call and they can not reject the call.

    2 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.

    25 votes

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  10. Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.

    25 votes

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  11. Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.

    26 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  12. The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.

    26 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  13. The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management

    26 votes

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  14. When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

    In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

    If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the…

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Request to increase the maximum character count for RingCX SMS.

    4 votes

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  16. Allow us to turn our ring central on Dark Mode

    1 vote

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  17. Have a real time report/widget that will show digital interactions connected to an agent

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  18. Remove/disable emojis and gif for RCx digital chat responses

    1 vote

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  19. Allow supervisors to monitor agent's screen

    1 vote

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  20. Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.

    It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.

    Please see case 28193631 for further information along with a video.

    9 votes

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    New  ·  3 comments  ·  RingCX Digital Only  ·  Admin →
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