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274 results found

  1. 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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  2. 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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  3. 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.

    5 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  4. 2 votes

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  5. 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

    4 votes

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

    3 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  7. 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.

    18 votes

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  8. Bidirectional presence sync
    Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 24025423

    26 votes

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  9. It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
    This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).

    9 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  11. Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
    For the customers, like us, that are SSO Only will there be a time when this will work with SSO?

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  12. customer would like to access Contact center voicemail through a phone.
    would like to be able to access voicemail if users don't have access to their computers.
    would like to be able to dial via any phone to listen to their Contact Center Voicemail

    6 votes

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  13. The customer would like to have an option for an Internal Calls Only User(without Domestic Call) to be able to receive calls from their Contact Center account.

    5 votes

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  14. Outbound blast (via Textel); SMS SFDC Integration

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. UK Outbound Dialler Requirements for Proactive and Predictive calling

    When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

    18 votes

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  16. We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.

    6 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  17. Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)

    4 votes

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  18. Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.

    Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.

    This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Shared Company Contacts should be easier to integrate and manage. The CSF management is too cumbersome. Requiring the country code in the phone number is a non-starter for us.
    Would like to see an API and Zapier to External Shared Contact management/syncing.

    4 votes

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  20. Today, the callback feature does not perform any detection on the far end meaning that the agent is passed a ringing phone, busy, etc. What the previous CallBack solution would do was get the customer on the phone and only pass to an available agent once the customer answered. This way the agent is not wasting their time listening and/or getting an answering machine passed to them, only a live voice.

    4 votes

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