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1519 results found

  1. transfer

    Include Agent Name on Transfer Segment in Interaction Details Report

    Request Summary:
    When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

    Current Behavior:
    • The agent's name is shown for the initial (inbound) segment.
    • During a…

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

  2. 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

    …

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

  3. 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…

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

  4. Real-Time Queue Status Visibility for Agents

    Description:

    Feature Request: Enable agents to view the real-time status of other agents in the queue.

    Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.

    Details:

    Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
    Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
    Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
    Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
    Use Case: In a small office…

    44 votes
    New  ·  2 comments  ·  Contact Center  ·  Admin →
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  5. 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-…

    43 votes
    Future Consideration  ·  5 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. 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

    43 votes
    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. 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 →
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  8. Extend Expiration Date of Activation Email

    It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again

    41 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  9. 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.

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

  10. hashtag # in RCX (IVRs and queue events)

    customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.

    38 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Have search option of dial group added to Ring Sense

    We would like the ability to search by campaign dialing groups in Ringsense

    38 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. 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.

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

  13. 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.

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

  14. RingCX Digital Message Notification Improvements

    Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.

    Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.

    However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.

    To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.

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

  15. Provide Cradle to Grave reporting for calls that traverse RCCC and RC MVP

    Ryder utilizes both RingCentral MVP and RingCentral Contact Center.Many internal and external calls come into the CC and need to be transferred or forwarded to the MVP users.Also, many times a call could come into MVP user and require a transfer into the Contact Center.RingCentral cannot provide a single, seamless report to report this cradle to caller journey.

    36 votes
    Under Review  ·  1 comment  ·  Contact Center  ·  Admin →
    How important is this to you?

  16. Dark mode feature

    We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.

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

  17. RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options

    The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.

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

  18. Spam detection for chats

    Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.

    33 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  19. Agent Script/Custom Field Recording Delivery

    Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.

    Currently, only the field name feeds over to the S3/AWS bucket in the file name.

    33 votes
    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Presence sync bidirectional visual delay

    Bidirectional presence sync
    Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 24025423

    33 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
    How important is this to you?
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