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Contact Center & RingCX

Contact Center & RingCX

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  1. Schedule adherence should not be impacted when a rep goes to break or lunch late because they were on a call. There should be a way for the system to recognize that the agent is on a call and to auto-adjust the schedule when rep goes to break/lunch so it doesn't show as being out of adherence.

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  2. 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…

    5 votes

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  3. We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  4. When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  5. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  6. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  7. 1 vote

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  8. 1 vote

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  9. Goal is to be able to integrate with Jack Henry Symitar to help Financial Services customers better utilize RingCX.

    2 votes

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    1 comment  ·  RingCX  ·  Admin →
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  10. Communication template to introduce users to RingCentral

    1 vote

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  11. 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…

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  12. In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this

    1 vote

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  13. Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes

    1 vote

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  14. 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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    0 comments  ·  RingCX  ·  Admin →
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  15. Customer wanted a permission to force their agent to select Voice Queue Group before they will be allowed to place a manual call.

    Currently agents can make manual call even though they are not selecting a voice queue group

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  16. 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.

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  17. 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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    0 comments  ·  RingCX  ·  Admin →
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  18. Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    7 votes

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    0 comments  ·  RingCX  ·  Admin →
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  19. This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    7 votes

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    1 comment  ·  RingCX  ·  Admin →
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  20. Ability to force users to use the web browser version only and never offer to download and install the desktop app.

    We have a third party vendor whose agents will be using RingCentral, we don't want them to ever have the ability to download the desktop or mobile app, we want them to be using the web browser version only and never have an option to download the desktop or mobile apps

    3 votes

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