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Contact Center & RingCX

Contact Center & RingCX

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508 results found

  1. We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.

    1 vote
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  5. The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

    In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

    If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the…

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Request to increase the maximum character count for RingCX SMS.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Allow us to turn our ring central on Dark Mode

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Have a real time report/widget that will show digital interactions connected to an agent

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  10. Remove/disable emojis and gif for RCx digital chat responses

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  11. Allow supervisors to monitor agent's screen

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.

    It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.

    Please see case 28193631 for further information along with a video.

    9 votes
    New  ·  3 comments  ·  RingCX Digital Only  ·  Admin →
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  13. Currently, only parent level admins have the highest privileges sharing real time dashboards; equal level users can share among each other but not up to their parent admin, and users who are lower on the hierarchy can't share dashboards with other admin users outside of their hierarchy.

    There should be a security or general setting that enables admins to share dashboards outside of their own hierarchy.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. We request the creation of a Feature Request to explore options for aligning or offering configurable signaling behavior for RingCX outbound calls, including how the system handles calls to disconnected numbers. The goal is to more closely match the signaling behavior of standard RC outbound calls, enhancing consistency and reducing friction for customers utilizing both systems.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Hubspot for RingCx - have an automatic call log created for call attempts such as manual outbound or dialer calls that are not answered

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Ability to automate the lead manager from the Admin page OR have the historical reports be able to pull in all leads, regardless of if they were dialed. Currently the historical reports will only provide leads if they have at least 1 dial.

    We want to provide our client with a file of all leads and lead data daily, without manually needing to download.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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    1. Additional details for the feature that you are requesting:
    2. What is your use case for this feature request? - We would like to be able to call multiple people in a specific area code but when you only have 2-3 numbers per state it makes it hard as states have multiple area codes. Have multiple numbers per area code would be helpful.
    3. What problem are you trying to solve or what problems does the current functionality cause? - We are trying to not get flagged as spam when we make multiple calls with one phone number as phone carriers identify…
    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Makes a suggestion or pre-populates the sentence the agent is formulating when the agent is typing on a digital interaction

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. Our agents are using the integrated softphone in RingCX. Many agents are logged into several queues. The agents have to click the RingCX notification and then click the "answer/reject" popup notification. My suggestion is to have only one notification and in that include the queue name, customer name (if known from the carrier) and ANI along with the answer/reject buttons.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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