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Contact Center & RingCX

Contact Center & RingCX

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  1. We have department address books set up for frequently dialed numbers and conference numbers for things like translator services. A few of the numbers we dial require the agent to put in a pin after an IVR plays. Currently, the agent has to manually enter the number. It would be so much easier if we could use commas in the number to put pauses in the dialing. Example: 8001234567,,,12345,,,2345

    2 votes

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  2. When the RingCentral softphone is ringing beyond MAX/CXOne agent call arrival, we see UNKNOWN as callerID on RingCentral Softphone.
    If max agent or CXOne agent is not on front, we don't know which caller is calling, and we cannot replace callerID by anything else than our personal callerID.
    The idea is to show the customer name or a variable tagged in InContact Studio instead of UNKNOWN. It would be very easier for agents handling calls, particularly in case agents have multiple customers to answer to.
    Thank you

    41 votes

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  3. We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.

    3 votes

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  4. The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.

    2 votes

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  5. While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying…

    14 votes

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    1 comment  ·  RingCX  ·  Admin →
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  6. Track incoming calls to check if they are coming from QR code

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  7. To see the Subject line for new emails when they pop up.

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  8. As a participant of a meeting, I am unable to request feedback. It's important that a non-host be able to request feedback on how they handled a specific situation within an interaction. Allow anyone internal to the call to be able to request feedback.

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  9. Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.

    2 votes

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  10. My concern is the state of START populating in Live Monitoring when the state should be Unavailable. There appears to be an issue with Live Monitoring not updating the state or refreshing the state.

    Within UserHub's CXone Supervisor > Live Monitoring > Agents > Activity > States, we can currently see Available, Working, and Unavailable states with time-stamps (Start Time). The previous version of Supervisor included "Logged In" with time-stamp and "Logged Out". Our users found this information beneficial and a significant time-saver compared to running prebuilt reports to obtain the same information. We would like to see "Logged In"…

    2 votes

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  11. It would be helpful to add Department to the filtering options in the SMS Logs under Reports. In addition the ability to download what is filtered would be much more efficient than parsing in Excel.

    2 votes

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  12. Client wants to add the reject button to the preview dialer configuration

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  13. Customer is using Logitech H540 but the noise cancellation is not working, customer already manage to enable noise cancellation on the app.

    1 vote

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    0 comments  ·  Accessibility  ·  Admin →
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  14. UI suggestion:

    The Call and Hang up button are essentially in the same spot and a few times at the end of a call, the doc hangs up before me and I almost click the call button. I've noticed that the docs number is still sometimes there so I am worried that I will call the doc back after hanging up. Not a huge problem because I haven't missclicked yet, but if the buttons were offset - maybe the call on the left and the hang up on the right - I wouldn't run into that.

    Maybe set the button…

    3 votes

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  15. Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

    11 votes

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    0 comments  ·  RingCX  ·  Admin →
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  16. Would like to have the ability to have 100 RingCX users with 50 users who are linked to Salesforce and 50 that are linked to ZenDesk.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  17. Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  18. It would be helpful to have an international minutes bundle for RingCX.

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  19. In Hours of Operation, you can put a SKL into a Meeting under Override Branches, so that the meeting prompts play. There is currently an Expiration Date/Time, however, my management team is hoping that a Begin Date/Time option could be added so that the meeting can be scheduled at the the beginning of the day and they would not need to go in at the time the meeting starts to put it in Meeting override.

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  20. The client wanted more mailbox access through co-recepient not just 5.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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