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1306 results found

  1. Sync RingCentral Desktop Application With RingCX

    RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

    Key Points:
    1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

    1. Presence Integration: Leverage the user presence feature to reflect an…

    150 votes
    Under Review  ·  9 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Enable syncing of contact/address book across all users

    Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    123 votes
    28 comments  ·  Other  ·  Admin →
    How important is this to you?

  3. Change agent state through Max Supervisor

    When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa

    107 votes
    Planned  ·  19 comments  ·  Other  ·  Admin →
    How important is this to you?

  4. RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)

    This initiative is being worked on and is called Single Pane of Glass

    1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues in the Corporate Directory when transferring…

    91 votes
    Planned  ·  11 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. CNAM feature for Canada

    We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

    82 votes
    Under Review  ·  19 comments  ·  Other  ·  Admin →
    How important is this to you?

  6. dashboards data refresh time

    customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    53 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Replace UNKNOWN CallerID in RingCentral softphone by a Studio variable content

    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

    52 votes
    6 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  8. Contact Center Agent Calls Ringing Cell Phone App

    When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on the agent's PC/Mac already ring when Station ID is used. Currently, for non Contact Center calls (direct extension calls/UC calls) the RC app can be configured to simultaneously ring the desk phone, RC application on a PC/Mac, and RC application on a cell phone. This would allow for a uniformed user experience regardless of call…

    50 votes
    0 comments  ·  Other  ·  Admin →
    How important is this to you?

  9. Dequeue setting per queue

    Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
    The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)

    47 votes
    Planned  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. Ability to cancel or extend after call wrap

    Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and…

    47 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Embed agent into RingEX

    The request is to provide a more unified experience for customers who use both RingCentral Contact Center and RingEX.

    47 votes
    Future Consideration  ·  1 comment  ·  Contact Center  ·  Admin →
    How important is this to you?

  12. View Ring CX Realtime dashboards in minutes and seconds.

    Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

    Max Q, Avg Q etc.

    46 votes
    Future Consideration  ·  6 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. RingCX Call Details "Call Termination by Agent or Caller"

    It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    46 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Enhance Agent States

    Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    45 votes
    Future Consideration  ·  2 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  15. 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.

    44 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  16. text-to-speech feature for the disabled

    Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

    44 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  17. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

    Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

    41 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Ability to export IVR from Studio

    Need the ability to export IVR Studio so they can be shared and imported.

    41 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Auto answer management options separately for inbound and outbound calling

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…

    39 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Position in Queue Announcement

    In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.

    38 votes
    Planned  ·  6 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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