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1197 results found

  1. For an email channel set up using IMAP/SMTP on Engage Digital add a way we can modify the email address the emails are sent from, even if doesn't match the one of the IMAP/SMTP settings. Similarly to how email templates function in Engage Voice.

    3 votes

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  2. Engage Digital has a global character limitation of 262,144 characters on an agent message. This is fine if the messages were going out as plain text. Our business requirements require us to send multiple quotes in HTML format within the body of the message. We discovered the HTML formatting syntax counts against the character limitation. We've had an instance where we had 385,947 characters in one message. Is it possible to increase the global limitation to 500,000 or 1 million characters?

    3 votes

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  3. Right now you have to click into each call to see call duration, which is time consuming. It would be nice to see the durations of all calls on the main page

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. 1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  5. ...dmin to configure). Right now, agents do not know how much time they have before a lead goes away. It would be great to see a timer to help get thru tasks and take the lead.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Current process involved Admins uploading vm greeting files for personal queues. With a large amount of agents, and turnover, this is cumbersome and time consuming.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  7. When dialing through RingCentral IVR. The system should already know for what account the customer is calling and the number they used to call RingCentral.

    15 votes

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  8. Add an option to roles to remove or disable the Force Logout option on supervisor

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  9. It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.

    1 vote

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  10. wanted to have options for the transfer the call for the 2 participant that she merged call

    3 votes

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  11. When passing data from IVR Studio to Scripting Studio a limitation was found that the call baggage cannot contain an object with multiple values. Allowing for objects to be passed from one part of the platform for another would allow users to have a single web service up front that could provide all of the data necessary for the life of the call.

    2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  12. We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.

    6 votes

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  13. During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the…

    1 vote

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  14. We have a scenario where a sent email interaction failed to deliver due to an incorrect email address. The agent received a call from the recipient. The recipient stated they did not receive the email. The agent then reviewed what was sent and noticed the triangle with an exclamation in it. Our question is, how do we alert agents of a delivery notification failure?

    2 votes

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  15. Hello,Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations.Thank you!

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Customer requires that NiC CX One be able to provide both real-time and historical voice transcription within the framework of SFDC Service Cloud Voice. Competition Vonage offers this today.

    1 vote

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  17. Users find the auto answer feature answers to fast. It would be good to have a option of a timer or 4 / 8 /12 seconds answer time.

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. Nebraska Furniture Mart utilizes Azure VDI w. IGEL OS. This is currently not supported by NCX and will require testing and support. Deal is in jeopardy status due to current support for VDI.

    1 vote

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  19. 1 vote

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  20. As a DFO user, it would be helpful if resolved or worked cases were removed from my DFO inbox. Currently, if resolved or worked, any emails will remain in the DFO inbox unless manually removed, making it appear that the email still needs to be worked. This is confusing and clutters up the inbox, as does the “2 in inbox” messaging which makes it seem like this is new work and appears to be counting towards my active case count. It would be helpful to have a personal archive where these cases would automatically go after resolving so I can…

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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