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  1. Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call. Customer states that being able to monitor calls is how they train new employees, but they do not want new employees to have the above functions.

    They want to have the ability to restrict the supervisor functions to Monitor calls only.

    2 votes

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  2. Please come up with an Audit trail feature in RingCX similar to the one in EX.
    This audit trail should be able to track account configuration changes along with the person who did.

    I checked the RCX feature called "Audit log" but it seems to be a combination of system configuration changes mixed with voice and digital channel interactions. I think these voice and digital interactions should be completely separate from the audit trail and instead have a log of its own. Kind of like the call log feature in Ring EX.

    So in other words 2 logs. One for…

    1 vote

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  3. Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without…

    1 vote

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  4. There needs to be a pop out notification. Our Organization requires agents to be working across multiple apps using multiple screens. Since CX does not have a push notification to the actual computer system, notifications are very easy to miss, unless the CX window is up front and centered in its own window. This is counter productive as it takes an entire screen.

    1 vote

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  5. Integrate with Phorest Salon Software

    1 vote

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  6. Make it possible for auto signature to belong to channel, so that agent can have several different auto signatures depending on channel.

    RC case 23529016

    1 vote

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  7. Allow adding multiple copies/columns of the same attribute on the report. ie Agent Script Field Name

    2 votes

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  8. Ability to Add Guam Phone Number - Currently Guam Phone number is not supported and we would like to request to support Guam Phone Number

    5 votes

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  9. Ability to access Call Recording when using delegate phone number without filtering by extension

    3 votes

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  10. It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
    Right now you have to copy and paste the phone number to the phone menu

    6 votes

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  11. Are there any plans to create an integration of RingCentral to WealthBox? Seems there are a lot of requests

    1 vote

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  12. Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

    2 votes

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  13. The customer would like to route a specific caller to a supervisor regardless of the options selected when calling our Main IVR. For example, each time they received an incoming call from a specific number, it should be routed to a specific agent or extension.

    1 vote

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  14. When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.

    5 votes

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  15. The customer would like a solution wherein they have the option to choose the caller ID Name when making an outbound call using RingCX. As per default, the only caller ID that appears is the phone number which cannot be modified by a specific name.

    1 vote

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  16. in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)

    2 votes

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  17. Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

    Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or…

    2 votes

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  18. Disable the option to choose outbound caller ID on the RingCentral app.
    The customer doesn't want her agent to have the option to choose an outbound caller ID number using the RingCentral app.

    1 vote

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  19. Send messages to multiple recipients using the RingCX application.
    The customer wanted to send messages to a group of recipients using the RingCX application.

    1 vote

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  20. Automatically disconnect the RC App from Max Agent when call ends.

    Completed calls in Max Agent when ended should also disconnect or end the RC App agent leg. Customer states that when calls are done in Max, users forget the they still have to end the connection in the RC App. If RC App is left alone and a user gets another call, next call will be auto answered.

    2 votes

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