1073 results found

1. Tell callers their place in the queue while waiting in a queue

   CX needs the ability to play the callers place in the queue ("you are the 12th caller") at any point while a caller is in a queue on hold and waiting for an agent. They should then get the option to continue waiting, have an agent call them back when an agent is next available, or schedule a call back for another time/day. This is VERY typical behavior for contact centers and has become expected by callers.

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2. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Description:
   RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

   Use Case:
   A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

   This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

   Proposed Enhancement:

   Diagnostic Tools for Upload/Management Testing:

   Admin Panel Visibility:
   Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
   Detailed Error Logging:
   Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
   The specific lead IDs that failed to upload.
   The error type encountered (e.g., network failure, internal server error, missing data).
   The list or campaign where the failure occurred.
   Error Resolution Suggestions:
   Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
   Lead State Monitoring:

   Lead State Consistency Check:
   Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
   Lead Activity History:
   Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
   Automated Testing for Lead List Transfers:

   Pre-Transfer Validation:
   Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
   Post-Transfer Confirmation:
   After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
   API Enhancements:

   Lead Search and Fetch Enhancements:
   Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
   Enhanced API Feedback:
   When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
   Testing Environment for RingCentral Tech Support:

   Sandbox for Lead Management:
   Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
   Automated Monitoring and Alerting:

   Real-Time Monitoring:
   Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
   Customizable Alerts:
   Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
   Benefits:

   Increased visibility and control over lead uploads and transfers.
   Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
   Enhanced troubleshooting and faster resolution for technical support teams.
   Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
   Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
   This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

   Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Description:
   RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

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3. To filter the report for "Today" and be able to select a specific time range.

   To have the ability to generate a report for "Today" and select a time range users desire.

   2 votes

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4. Process RingCX Digital Emails by FIFO

   Our customers want to make sure emails that are received by the platform first are delivered to agents to handle first.

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5. "My caller ID" dropdown should be searchable

   "My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.

   My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.

   Thanks!

   9 votes

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6. Chat notifications in CX One

   Currently an agent only gets one alert when a chat come in. There should be a series of alerts when a chat comes in similar t a phone call. Provide a list of tones that ring until the user is timed out. One alert increases the number of agent refusals.

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7. Disable the feature that automatically includes the email chain at the bottom of an Agent Reply email in RingCX.

   To disable the feature that automatically includes the email chain at the bottom of an Agent Reply email in RingCX.

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8. Restrict my agents from seeing the "New messages" inbox

   Restrict my agents from seeing the "New messages" inbox

   • I need your help in restricting my other agents from seeing the "New messages" inbox. See attached screenshot
   • We only want agents who are assigned to chat to see chat messages. No specific other reason than that
   • We want to pick which team members can access the messages.
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9. RCX RT Dashboard to Show Individual Caller Hold/Wait Time

   Wallboard that will show how long each call has been in a queue individual hold time
   and will show the total queued time for each caller.

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10. Instead of the customer pressing a key to listen to a pre-recorded message, they would receive a website link via text message

    • Instead of the customer pressing a key to listen to a pre-recorded message, they would receive a website link via text message, allowing them to read more and watch a helpful video.

    • Ability to provide customers with more information about the specific issue they are calling about.

    • Simply pressing a key would send a specific link to the caller's phone number.

    1 vote

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11. RingCX Digital Inbox Restricted to Roles

    Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.

    3 votes

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12. Sound notification when agent status changes to "working" due to network issues

    Some agents might have to navigate through different windows while working on RingCX and without them knowing, the network can flutter or the internet speed can slow down causing the status to automatically change to "working", but since the notification only appears on screen and has no sound, it can be hard to realize until the agent opens the RingCX tab back and sees the status. It would be great to have a single sound alert when the status changes to "Working".

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13. CNAM for RingCX Parallel Dialing

    Current Behavior: When configuring Parallel dialing to display the DNIS as "Outbound Caller ID," the CNAM associated with the specific DNIS number does not appear on the receiving RingEX User's phone. Instead, the RingEX mailbox CNAM is displayed.

    Desired Improvement: It would be beneficial if the actual CNAM of the DNIS number were shown on the receiving RingEX User's phone.

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14. Feature Request: Restrict Email Updates to Authorized Domains in User Profile

    Feature Request: Restrict Email Updates to Authorized Domains in User Profile

    Description:
    Add an option in the RingCentral Admin Portal that allows Super Admins to enforce email domain restrictions for extension profiles. This feature would restrict users from updating their email addresses to ones outside of the company's authorized domains. When enabled, if a user attempts to enter an email address that is not part of the pre-approved domain(s) (e.g., @company.com), the system will block the update and display a notification explaining the restriction.

    Features and Capabilities:
    Domain Restriction Setting for Email Updates: A setting within the Admin Portal under Security or User Management allows Super Admins to define "Authorized Email Domains" for user profile updates.

    Email Address Validation: When users attempt to update their email in their profile, the system will validate if the entered email domain is within the approved list. If the domain is unauthorized, the system will block the update and notify the user.

    Custom Error Messaging: A customizable error message, such as "The email address you entered is not authorized. Please use a company-approved email domain."

    Toggle Control: Super Admins can enable or disable this restriction as needed.

    Multi-Domain Support: Allows configuration of multiple accepted domains if the organization has multiple valid email domains (e.g., @company.com, @subsidiary.com).

    Audit Logging: All changes related to email domain restrictions will be logged to track updates and actions.

    Benefits:
    Enhances security by ensuring only approved email domains are used in user profiles.
    Prevents accidental or unauthorized use of personal or outside emails within the company account.

    Offers companies control over identity verification and communication security.

    Feature Request: Restrict Email Updates to Authorized Domains in User Profile

    Description:
    Add an option in the RingCentral Admin Portal that allows Super Admins to enforce email domain restrictions for extension profiles. This feature would restrict users from updating their email addresses to ones outside of the company's authorized domains. When enabled, if a user attempts to enter an email address that is not part of the pre-approved domain(s) (e.g., @company.com), the system will block the update and display a notification explaining the restriction.

    Features and Capabilities:
    Domain Restriction Setting for Email Updates: A setting within the Admin Portal under… more

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15. Send another SMS to the same thread in RingCX.

    To enable sending SMS messages to the same thread in RingCX, even if the recipient does not respond.

    2 votes

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16. Quick Reply button on Automatic Messages

    Impliment ability to output quick reply button on chat channels for automatic message - it is already implimented in the smart close flow where a user can click 'Yes' or 'No' post chat

    https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies/

    1 vote

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17. Improve handling media for Queue events

    After the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. Expected behavior is there is no delay after the end of playing 2 files.

    2 votes

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18. Support interaction logging with no disposition in all applicable embedded CRM integrations

    In all of RingCX embedded integrations with third party CRMs, dispositions are required to complete the logging of that interactions details into the the CRM. When there is no disposition configured on the source of the interaction, support a workflow that logs the interaction details when that interaction is ended.

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19. Vacation accrual calculation to be based on paid hours

    In WFM it'd be useful if the vacation accrual % could be based on paid hours as opposed to simply be a fixed amount by month. Paid hours would be calculated across all activities that are deemed paid.

    6 votes

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20. Alarm System with Cloud Phone Line_ BT Account

    Need to connect an Alarm System to the BT Cloud phone account

    1 vote

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