1349 results found
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RingCX Active Window
This design enables agents to respond to calls swiftly and efficiently, significantly improving their call management capabilities while minimizing distractions from other applications or notifications. By streamlining this process, agents can focus on providing exceptional service without the risk of overlooking important communications.
1 vote -
RCX Ring Group option
The ring group option allows incoming calls to be directed to a team of agents, ensuring that they are answered by the agent who has been idle the longest. This method optimizes call handling efficiency by prioritizing agents who have been available the longest without taking a call.
1 vote -
Requeue alert/prompt message
If there is an option for an alert or prompt message with every requeue session the agent performs, it should include a stop or cancel option instead of allowing the agent to click requeue repeatedly.
1 vote -
I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search functi
I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search function only supports exact matches, which can limit efficiency and usability when locating contacts, conversations, or other relevant data.
To enhance the user experience and improve productivity, it would be extremely helpful if the search feature could support:
• Partial name searches (e.g., searching for “Johns” would return “Johnston” or “Johnson”)
• Partial number searches (e.g., searching for an area code if whole number is not known, currently number searches must be complete AND have the 1 in front)…1 vote -
busy
We have custom workflows for calls which are not answered. It would be good to allow calls to follow down the same route when BUSY on another call or on a TEAMS call. It makes no sense not to allow this when customer workflows are being used.
1 vote -
Bulk deletion of voicemails in the queue for Max Agent users.
Currently, users are required to go on available to listen and delete voicemails one by one, which is time-consuming and inefficient, especially when dealing with a large number of voicemails in the queue. A bulk delete option would allow users to select and delete multiple voicemails at once, significantly improving the process and enhancing productivity.
We believe that this feature would greatly benefit users who regularly manage a high volume of voicemails, helping to improve overall efficiency and user satisfaction.
2 votes -
RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls
Hello RingCentral Developer Team,
Good day.
I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.
Background:
The customer operates in a mixed environment where agents are assigned to both:Predictive Dialer campaigns
Inbound queues
At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these…
2 votes -
Faxing: Ability to receive FAX email notifications for faxes sent to an ATA device (in addition to printing)
Faxing: Ability to receive FAX email notifications for faxes sent to an ATA device (in addition to printing)
3 votes -
Viewing Agent Email Responses in RingCX
At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.
Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:
A searchable log of outbound email replies
The ability to view the…
1 vote -
Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).
Request:
The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.Scenario:
An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.19 votes -
Inbound Queue Callback - option to record caller's name
Add the ability to have the caller requesting a callback record their name.
This is needed for customers that may not have a direct phone number, and only a main company phone number.
Issue:
When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they…5 votes -
Ability to limit SMS channel selection when creating an outbound SMS message
When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.
In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.
It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.
10 votes -
Simultaneous Ring option for Call Queues/Skill
It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:
• Provide the possibility of a shorter wait time for callers
• Avoid caller abandons
• Help in user data analyzation on who picks up the most/least calls3 votes -
Improved alert system if no agent connected
Currently the brick positioned on the WF is based on the group ID to check if agents are connected when receiving a request, otherwise it should be configured the ID of agents with the competence corresponding to the request
For a shared team in which all employees do not take into account all customers, if an employee is connected but does not have the skills on an incoming request, no alert is issued because it is based on the group ID and therefore the entire team2 votes -
Removing "change the status of an agent" without their consent
Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
Delete the "Update agent status" line.
On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".2 votes -
Prioritization of the Chat and Mail channels
Currently on digital channels (Chat and Mail) we have no possibility to prioritize them
This has a strong impact on our service level respects, as digital channels are not prioritized at the SLA level, whereas currently, with no possibility to set priorities on these channels, a chat can be prioritized on a call and therefore degrade our ability to pick up in time.
prioritizing calls will improve our SLA’s2 votes -
Deployment of RING CX application
Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
Unable to code and transfer on the Ring CX application.Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).
2 votes -
Expanded Queue Priority Levels
Today, RingCX has "High Level 5" as the highest tier in priority. Other providers have many more levels available for more flexibility. This is essential to customers who provide 3rd party support to a large client base with unique queues for each, paired with a tiered support approach similar to RC's Advanced/Enterprise support offerings. Priority groups would conflict with agent ranking, so that is not a plausible option if customers are utilizing agent ranks as well.
2 votes -
Grouping & Organizing Contacts in "Favorite Contacts" and the "HUD"
It would greatly enhance usability and efficiency if users had the ability to organize or group contacts within the "Favorite Contacts" section and the "Heads-Up Display (HUD)" in the RingCentral platform.
The implementation of this feature would allows users to create custom groups or folders within both the Favorite Contacts list and the HUD. This would allow for better organization, quicker access, and a more intuitive user experience—particularly for users who manage a large number of contacts, departments, or teams.
Suggested Examples could be as follows:
--Department Grouping: A receptionist or operator could group contacts by department (e.g., Sales, Support,…3 votes -
Ability to utilize the same functionality across both the RingCX internal features and the RingCX phone directory
Ability to utilize the same functionality across both the RingCX internal features and the RingCX phone directory
The customer wants the RingCX application to ring when transferring calls using the RingCX phone directory.
1 vote
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