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  1. 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

    35 votes

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  2. 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.

    32 votes

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  3. 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-…

    31 votes

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  4. 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.

    30 votes

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    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
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  5. do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.

    30 votes

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  6. Need the ability to export Agent Script from Studio so they can be shared and imported.

    26 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  7. The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

    However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

    To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

    25 votes

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  8. 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

    25 votes

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  9. The ability to get a report on surveys both for voice and digitial.

    Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.

    25 votes

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  10. I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given within 30 seconds, and how many responses are given after the treshold of 30 seconds. And I want this information on all messages, not only on the first response. Is it possible to display this calculation of the SLA?

    25 votes

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  11. Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…

    24 votes

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  12. 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.

    24 votes

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  13. Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?

    23 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  14. Add VDI plugin for MAC users

    23 votes

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    0 comments  ·  RingCX  ·  Admin →
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  15. Please add an option to hide the extra part at the bottom for the real-time dashboard.

    22 votes

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  16. Many customers would like to have a warm transferred call automatically put the far end on hold. This functionality is available within agent scripting. However, some customers use the RingEX extension integration which would require the agent scripting to use webservices. This change would give customers the ability to choose how they would like to handle warm transfers on a queue/campaign level and would alleviate the lift required to mimic this functionality.

    21 votes

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  17. customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.

    21 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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  18. Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…

    21 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. 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

    21 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  20. When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

    20 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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