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903 results found

  1. Customer is requesting to use 511 number which is specifically assigned as a Global emergency and special service numbers.

    2 votes

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  2. To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX.

    Currently if the user profile in RingCX is synched with RingEX extension, if we disable the "Allow Login" option in RingCX and keep the RingEX extension it is reverting back to enabled.

    We need to make sure that although the RingEX extension is active, if the Allow Login is disabled in RingCX it should remain disabled until it is manually changed by the admin.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. The convenience of an installable RingCX Chrome web App would be great so it stays separate from the browser and does not get accidentally closed or lost by a user working with multiple tabs open.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Add the ability to schedule DFO reports to run and deliver to an email or file share in Contact Center

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  5. Intuitive and self service IVA setup

    6 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Customer want to remove prefix when a caller is contact the main number and the call is being routed to Call Queue

    1 vote

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  7. if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.

    the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .

    8 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

    the main request here is to let the initial party disconnect the 3rd party…

    7 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons

    9 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    31 votes

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  11. RingCX Automated Live Redaction made possible by including Audio as a setting in the RingCX >AI Tools> Personal Information Rule that currently redacts digital interactions for Personal Identifiable Information, PCI etc.

    Enabling our media services with AI real-time redaction rules would enhance our standing within the Contact Center community of users. RCX live redaction combined with RS4RCX would offer peace of mind to support removal of specified information in real-time with in our ecosystem.

    This will reduce the need to support third party products or extensive PS engagements, making RingCentral a clear choice for CX.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. The current RingCX Admin Alerts would be even more powerful if they had the following enhancements

    *Condition to trigger once per occurrence or condition to trigger until event goes below level ____

    **In the Alert programming offering easy selection to add ANI detail for an abandoned call

    ***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction

    These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes

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  14. 2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    22 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  16. Request is for the ability to have different ‘Agent States’ available for different ‘Agent Groups’. For example if we have two groups - sales and support, sales group could have a list of agent states, and support could have a separate list of agent states and so on, rather than just having one list for the entire organisation.

    22 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  17. Hi team,
    I had requested to have a custome report for IB,OB call by one hour so RC support engineer created Template ID: 31153 for us.
    However, the date rage can be modified only up to 90 days.

    I'd like to request a feature that can let users to have more time period up to 365 days to get informative report.

    RC support case No. 24062052

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  18. We would like to get/run a report to determine who is riding/staying to transferred calls.

    2 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  19. The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

    However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

    To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

    18 votes

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  20. Currently, we do not have the ability in the RC Admin Portal to see if someone is having calls forwarded TO them. Adding this feature would greatly help in seeing if someone is unknowingly having calls forwarded to them from another user/queue.

    13 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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