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  1. Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability…

    6 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  2. When sending a fax via email, the fax header and cover letter currently include the full email address (ie: 1234567890@rcfax.com. The customer only wants the destination fax number (ie: 1234567890) to appear on the header and the coversheet aligning with their branding and improving readability for receipients.

    This enhancement would provide gerater flexibility and professionalism, catering to customer-specific needs and increasing satisfaction with the email to fax feature.

    2 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  3. In my Schedule the Agenda sidebar, could we get it to show somewhere an Agent's assigned activity in the SHIFT TYPE. Currently If we set Activity as shift type, then it’s not showing EMAIL in the agenda.

    However, if we set as activity (EMAIL) within shift, it’s visible like below showing Email in the agent sidebar

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  4. The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.

    As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.

    12 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.

    12 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  6. option to on and off the automatic call recording announcement if they already have their company greeting recording so it will not paly the announcement twice.

    1 vote

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  7. As part of the Contact Center’s audio file upload process, It is requested that a feature be implemented to automatically convert any input audio file into the required 64 kbps bit rate format. This would greatly enhance user convenience, particularly in time-sensitive situations such as emergencies where quick file conversion is needed.

    1 vote

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  8. Analytics Access for Supervisors: Supervisors should be granted specific Analytics access, allowing them to view all relevant data. This can be set as an Analytics Supervisor role, providing them with the necessary permissions while maintaining restrictions on other settings.

    Managing Assigned Users or Teams: Supervisors should have the ability to manage only their assigned users or teams, ensuring they have control over their direct reports.

    Restricting Access to Other Settings: Supervisors should not have access to other settings that are restricted to Admin roles. This will ensure that they can perform their duties without compromising sensitive configurations.

    Limiting Visibility to…

    6 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  9. Enable syncing of contact/address book across all users
    hi jess this doesnt work can you please contact me

    1 vote

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  10. I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.

    For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.

    Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next…

    11 votes

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  11. User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)

    Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. As an insurance company, we are required to retain the entire content of our emails to/from our customers. This means having a Print option where we can print the entire email chain and attachments to an image printer or PDF. This is a critical feature that is holding up moving exclusively to RC Email Routing.

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  13. currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration

    5 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. 1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.

    We would like to be able to see all extensions available to us in the corporate directory when transferring calls.

    9 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  16. 1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  17. Audit Trail - Ability to view the audit trail for 1 year or more

    1 vote

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  18. When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

    We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

    Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…

    14 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  19. This account would like to have the ability to view the entire email thread and not only leave the newest message.

    3 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  20. The customer would like to have logs that will show why the agents were logged out from the RingCX portal.

    3 votes

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