322 results found
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Ability to Add Holidays in Pulse Contact Center
Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.
6 votes -
1 vote
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RingEx Messaging Channel to RingCX
The idea is to have Messaging Channel(s) in MVP/RingEX to chat to RingCX Queues/Agents. The User community will have a tighter integration between UC & CC. This is a common ask from internal IT support teams.
1 vote -
Customer Information as an icon
The goal is to have access to Customer Information as an icon, which should then be searchable. Then an agent would be able to contact by phone, sms, email or any private social channels.
3 votes -
Manual Outbound SMS
Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.
3 votes -
Wrap Time / After Contact Work
After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.
30 votes -
Include Name & Number in Caller ID
Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.
10 votes -
3 votes
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Admin portal Payment Processor
The current Payment Processor solutions require a custom IVR/agent script to be built. Having a RCX, admin portal supported, payment processor feature which would 'automatically' handle agent's availability, call routing, and necessary reporting via a configuration page would be monumental in making this particular experience a good one.
1 vote -
Improve ability to remove widget link
It is difficult to select a widget link to remove it. The selection hot spot is limited to the arrowhead and there is no visual indication it was selected nor is there any indication that you can delete or move it.
2 votes -
Clarify options in Requeue Shortcuts Main Panel
Requeue Shortcuts main panel displays a dropdown list with 2 options for Requeue Shortcut Groups. The default is Advanced, but the UI shows a message asking the user to "Please verify the Requeue Type - This feature will only work if the Requeue Type above is set to 'Shortcut'."
If this option doesn't work, there should not be an option for the user to select it. Additionally, if you select the Shortcut option, there is nothing else on the page other than a message saying "There are no Configured Shortcut Groups" and it is unclear where those are configured.2 votes -
Remove Number Assignment field when creating Digital Queues
There is an option for Number Assignment for Digital Queues which is not clear, as a phone number would not apply to a Digital Queue. If this is only for SMS queues, there should be some indication in the UI for its use.
2 votes -
Make Identity/Identity Tags more user friendly
The use and configuration of Identities and Identity Tags is not clear. The page shows a list of records, most of which are grayed. The rows that are not grayed out can be edited, but the only option is a checkbox for Controlled Entity.
3 votes -
Call Recording Access from UI
Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.
3 votes -
Request for Digital Interaction Transcripts
There are no Digital Interaction Transcripts in the product.
2 votes -
Increase the size of the reply box for an email
The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.
10 votes -
Integrate Contact center Max client with main Ringcentral App
Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.
3 votes -
Ready PENDING-ERR leads
When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.
6 votes -
Being Able To Send Outbounds Faxes From Email Without Attaching A File
We Would Like To Be Able To Send Faxes Out By Just Tying A Message In The Body Of Our Email When Using "Email To Fax" And Without Having To Attach A File Such As PDF. The Body of The Email Should Just be The First Page. We Send Out Alot Of 1 Page Emails Which Needs To Be 1 Page Fax And Do Not Want To Turn Everything Into A File
2 votes -
Show Original callers number when Transferring calls to Contact Centre
Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in
20 votes
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