1071 results found
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WFM: Prefer to see a working wait list within NICE IEX.
A wait list for time off requests that are not approved which will allow agents to view their position on the waitlist and periodically recheck for auto-approval (which is another improvement idea).
1 vote -
CNAM display in RingCX Real Time Dashboard
Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.
2 votes -
Allow Super Admins to have a non billable agent account for testing
Enable Super Admins to access a non-billable agent account specifically designated for testing purposes. This account will allow Super Admins to simulate agent activities, troubleshoot issues, and test system updates or changes without incurring additional charges or affecting billing metrics. By providing a non-billable test account, Super Admins can ensure that workflows, new features, and platform configurations are thoroughly vetted, improving the reliability of the overall system and enhancing the user experience for all agents.
1 vote -
Unneeded Global Audio Files
There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.
For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".
1 vote -
IVR Transfer for Full Call Queues
a feature that transfers incoming calls to an Interactive IVR menu only when the call queue is full and no agents are available to answer. Currently, the only option is to transfer the call to voicemail if no one picks up.
This new feature would allow callers to choose how they would like to proceed, such as leaving a message or requesting a callback.
1 vote -
Give meaningful error message when trying to move number assigned to ring cx to inventory
When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."
This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.
2 votes -
RingCX Report For Total Number Of Available Time For Not Receiving Calls
Customer wanted to generate a report that shows Total Number of Available Time for Not Receiving Calls or No Call in Queue for each agent for the whole account in RingCX
2 votes -
WFM : Set holiday allocations per consultant
Work Force Manager : We need the ability to set holiday allocations per consultant .
Consultants can accrue holidays beyond length of service.
i.e. buy/sell holiday, be given TOIL etc.1 vote -
Auto-save voicemails in RingCX Workflows/IVRs
Currently, a voicemail workflow requires callers to input DTMF presses to "save" or "rerecord" a voicemail recording. Instead, only the "rerecord" should be an option, and the system should automatically save the recording without needing additional inputs from the caller. The updated functionality would align with how customers and callers expect a voicemail box to operate - without needing extra steps; this is especially a pain point if follow-up notifications are sent with the recording, but callers hang up before saving, thus never processing anything to forward.
2 votes -
Call Park on Desktop App
As of recently 10.25.24 - the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move…
1 vote -
Customer Profiles syncing over after being filled out
Once we fill out the customer's profile information, can we get it to where the next time the customer calls, it shows their name instead of the phone number they are calling from.
1 vote -
Allow Route Node in Workflow Studio to send call to another Workflow
The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.
1 vote -
Add Branch Node to Workflow Studio
Agent Script Studio has a Branch Node to implement if-then-else or switch logic without writing JavaScript code. This would be a very useful Node to have in Workflow Studio
1 vote -
Add Data Builder node to Workflow Studio
Agent Script studio has a Data Builder node to create look up tables. This node would be very useful in Workflow Studio for things like looking up a State by Area Code from the caller's ANI. Can be used in Insurance or Real Estate verticals where callers need to get connected to agents licensed in a particular state.
1 vote -
WFM - ability to schedule holidays in hours and not days.
WFM - ability to schedule holidays in hours and not days. We have Agents who work a variety of hours and shifts and the holiday scheduler is of no use if we cannot schedule holidays in hours.
We decided to use another holiday tool for Agents to request holidays and they have to be manually marked in the schedule as holiday activity because the inability to request holidays in hours meant WFM was not usable for this activity.
1 vote -
Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
3 votes -
Pass limits per 24 hours
Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)
Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key
Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing
Customers would like this feature as soon as possible, as it makes…
2 votes -
bypass hours on internal calls
- would like internal calls to bypass user hours
- Clients also call users directly and follow user hours
- On after hours they do internal calls and being routed to voicemail
Proposed solution
- If you go to my extension, after hours there should be an option to either send to voicemail or internal calls send to phone1 vote -
Pre-assigned Secure Code
User wants to have a pre-assigned secure code for each of their users when they contact the RC support so they don't have to continuously need to receive a secure code via email.
1 vote -
Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard
Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:User State Monitoring:
Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which…3 votes
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