642 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 "on -call" status across all platforms. This willhelp ensure that RingCX acknowledges when you are engaged on a call via the RingCentral Desktop app.

   2. Unified Call Management: By integrating call management across RingCentral and RINGCX you can avoid duplicate call notifications, ensuring a seamless experience regardless of which platform you are using.

   3. APIs or SDKs: if not available RingCentral could introduce APIs or SDKs that allow for better communication between the desktop application and the RingCX system, allowing both to update each other in real time when calls are initiated or received.

   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… more

   185 votes

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   Under Review  ·  14 comments  ·  RingCX  ·  Delete…  ·  Admin →
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2. call offers for the longest wait time

   RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

   -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

   -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

   We understand that this behavior aligns with the current design of RCX, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.

   RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

   -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

   -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

   We understand that this behavior aligns with the current design of RCX,… more

   138 votes

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   New  ·  8 comments  ·  RingCX  ·  Delete…  ·  Admin →
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3. 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 a call from RingCX to an MVP queue.

   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… more

   97 votes

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   Implemented  ·  11 comments  ·  RingCX  ·  Delete…  ·  Admin →
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4. 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.

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   55 votes

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   Future Consideration  ·  7 comments  ·  RingCX  ·  Delete…  ·  Admin →
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5. 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.

   55 votes

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   Future Consideration  ·  3 comments  ·  RingCX  ·  Delete…  ·  Admin →
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6. 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.

   49 votes

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   Future Consideration  ·  3 comments  ·  RingCX  ·  Delete…  ·  Admin →
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7. 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 will reduce efficiency in the call center.

   Issue 2 - If an agent needs additional after call work time without dispositions, there is no way for the agent to manually extending that post call work timer without making themselves unavailable when the timer expires. Requiring the agent to change their state breaks the true handle time for the call since the agent state is not calculated against the previous call when they do this.
   If you use dispositions instead, in many cases, requiring dispositions as an alternative are not a viable option as it would require an agent to take action after every call and could potentially lead to inefficiencies or agents forgetting to dispostion at the end of the call to go available.
   There needs to either be a way of extending the after call work time ad-hoc at the agent level or a way of combining a defined agent state against handle time.

   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… more

   49 votes

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   Future Consideration  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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8. 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)

   48 votes

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   Planned  ·  2 comments  ·  RingCX  ·  Delete…  ·  Admin →
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9. 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

   47 votes

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   Planned  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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10. 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.

    46 votes

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    Future Consideration  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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11. 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.

    45 votes

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    Planned  ·  6 comments  ·  RingCX  ·  Delete…  ·  Admin →
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12. 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 use a keyboard or mouse.- It can provide more options and flexibility for people who have cognitive disabilities that affect their memory, attention, or comprehension. By adding TTS to the Engage phone system, we can offer our disabled employees and customers a better and more accessible service.

    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… more

    44 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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13. 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- instead of 2 clicks -current situation when auto answer is disabled)

    I attached a screenshot to show what feature I'm referring to, and potentially we need to distinguish between auto answer for inbound and auto answer for outbound.

    thanks

    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-… more

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    41 votes

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    Future Consideration  ·  4 comments  ·  RingCX  ·  Delete…  ·  Admin →
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14. Ability to export IVR from Studio

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

    41 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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15. Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.

    We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    40 votes

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    Under Review  ·  8 comments  ·  RingCX  ·  Delete…  ·  Admin →
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16. Allow Using the Hold Button on the Desk Phone

    Need to be able to use the Hold Button on the user Desk phone for RingCX call backs

    -hold button on desk phones works properly for everything except for RingCX callbacks
    -current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files

    38 votes

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    Future Consideration  ·  5 comments  ·  RingCX  ·  Delete…  ·  Admin →
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17. Internal chat for supervisors and agents

    Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    37 votes

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    0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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    Planned  ·  Michelle responded

    This will be addressed as a part of the Single Pane of Glass initiative.

18. WCAG (Web Content Accessibility Guidelines)

    WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.

    37 votes

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    Planned  ·  4 comments  ·  RingCX  ·  Delete…  ·  Admin →
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19. Call journey report for RCX

    Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    37 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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20. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    I propose unifying options and behaviors across "My Messages" and "All Messages" sections to improve efficiency and user acceptance. This includes consistent functionality for transferring to agents/queues and deferring messages. Standardizing these features will simplify workflows, eliminate view-switching for basic tasks, and reduce effort for agents and supervisors.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    … more

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    35 votes

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    Future Consideration  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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