457 results found

1. Make Agent Assist features easier to access

   The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)

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2. ability to access contact center voicemail through phone

   customer would like to access Contact center voicemail through a phone.
   would like to be able to access voicemail if users don't have access to their computers.
   would like to be able to dial via any phone to listen to their Contact Center Voicemail

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3. RingCX callback in queue

   Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

   Key Issues Identified:

   Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
   Solutions and Recommendations:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
   Action:
   Identify the full script of your callback message.
   Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
   In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
   Locate the callback event and upload your new, unified audio file.
   2. Enhance Text-to-Speech Naturalness:

   If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

   Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

   Action:
   Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
   Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
   Test out any newer TTS options to see if they offer a more natural sound.
   Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

   Action:
   Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
   This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
   Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

   Action:
   Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
   In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
   Steps to Implement Changes in RingCX:

   Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
   Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
   Review Queue Events: Click "Queue Events" in the left navigation panel.
   Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
   Update Audio/TTS:
   If using a custom audio file for the entire message: Upload your new audio file in the designated section.
   If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
   Important Considerations:

   Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
   Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
   Documentation: Keep a record of the changes you make for future reference.
   By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

   Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

   Key Issues Identified:

   Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
   Solutions and Recommendations:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

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4. Live Chat with Switch Video Enable - Analytics Recordings

   Live Chat with Switch Video Enable - Analytics Recordings

   As of now, the recordings of the video meeting are not available in the RingCX Analytics, once the visitor or the agent in the live chat requested or jumped on the video meeting.
   For the reporting purposes, the video recordings are still needed.

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5. Add country hierarchy for reporting

   When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.

   We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.

   We do have country variables listed at ACD User level, so the data is definitely held in the system. Attached example of the current setup with 3 graphs for UK, Germany and Switzerland - the ideal solution combines these into one.

   When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.

   We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.

   We do have country variables listed at ACD User level, so the data is definitely held in… more

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6. Notify clients via email when service is down. Include a link or poll

   Notify clients via email when service is down. Include a link or poll to respond with 'Yes we are down' or 'No we are not experiencing service issues'. I was not able to submit a case yesterday when the system was down even though that is what you all said to do in your 'updates'.

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7. AI generated call notes/summary be sent to the ZOHO contact record that was called

   Our customer requests the integration of AI-generated call notes and summary features from the RC App with their ZOHO CRM.

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8. Need ability to move agents in between queues from phone app

   Need ability to move agents in between queues from phone app

   8 votes

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9. Feature Request: Default Site Setup Templates

   Feature Request: Default Site Setup Templates

   Dear RingCentral Product Team,

   I would like to submit a feature request for the ability to create Default Site Setup Templates within the RingCentral Admin Console. This feature would significantly improve efficiency and reduce manual work when setting up new sites with standard configurations.

   Feature Overview
   • The ability to create and apply templates for new site setups would allow for consistent configurations across multiple sites. The template could include predefined settings, such as:

   • Main number, fax number, and third external number for call queues.

   • Routing rules for the main line, including customized IVR and call flow configurations.

   • Fax numbers directed to a specific user extension with email notifications enabled for fax collection.

   • Predefined call queue extensions and other common settings used across all sites.

   Benefits
   • Time-saving: Reduce the amount of time spent manually configuring each new site.

   • Consistency: Ensure all sites are set up with the same core configurations, reducing the potential for errors.

   • Ease of scaling: Quickly onboard new offices or locations by applying a standardized template rather than starting from scratch for each site.

   Potential Implementation Ideas

   • Admin users can create and save templates with standard site settings, which can be applied to new sites.

   • Templates could be customizable for each organization’s specific needs while retaining core configurations.

   • Templates could include predefined configurations for call queues, user extensions, fax handling, and routing rules.

   This feature would improve the overall user experience by simplifying the process of creating new sites and ensuring consistent configuration across multiple locations.

   Feature Request: Default Site Setup Templates

   Dear RingCentral Product Team,

   I would like to submit a feature request for the ability to create Default Site Setup Templates within the RingCentral Admin Console. This feature would significantly improve efficiency and reduce manual work when setting up new sites with standard configurations.

   Feature Overview
   • The ability to create and apply templates for new site setups would allow for consistent configurations across multiple sites. The template could include predefined settings, such as:

   • Main number, fax number, and third external number for call queues.

   • Routing rules for the main line, including… more

   8 votes

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10. Enhanced Calibration Report

    Within QM, provide a more robust calibration report that shows each evaluator's scores/comments by question type with the variance. At this time, we have to run a separate report on each evaluator to see the variance but you cannot easily compare the evaluators for the most valuable calibration meetings.

    8 votes

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11. Agent level digital signature modification capability

    Add signature modification ability to Agent UI or a separate Agent-oriented "My settings" screen with administrative flag to enable and disable the option for the agent to modify the signature.

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12. Report DID's SMS campaign & SMS Status

    We need to generate a report that shows numbers that have SMS enabled but not assigned to a campaign.

    We can currently generate a report that shows a number's SMS capability and we can check the numbers if they are associated to an SMS campaign or not but not an actual report that would show both

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13. RingCX Queue Event- Alarm Notification "send to device"

    It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2 minutes” etc.

    RingCX Queue Event- Alarm Notification send to device
    
    Type Duration
    Ring 1-300 seconds
    Until answered
    Until below # or _%

                    Page & Play file    1-300 seconds
                        Until answered
                        Until below ___# or ____%
    

    Below is an example from an end user

    Regarding the STROBE/AUDIBLE warning, each has a separate meaning:

    • STROBE FLASHING: 2 or more calls waiting in queue regardless of time in queue.
    • AUDIBLE ALARM: Call(s) in queue has/have been waiting longer than 2 minutes.
    • BOTH: Both of the above.

    It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2… more

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14. Ability to search for contact name in Outbounds SMS (CRMs)

    Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent

    Summary:
    Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.

    Description:
    Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.

    By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:

    1. Search for and select contacts by name, email, or phone number.

    2. Automatically populate the phone number field based on the selected CRM contact.

    3. Streamline the workflow and improve agent productivity.

    4. Reduce manual data entry and potential mistakes.

    Proposed Functionality:

    1. Add a "Search Contact" field in the outbound SMS window.

    2. Integrate real-time search and filtering from the HubSpot CRM contact list.

    3. Auto-fill the phone number upon selecting a contact.

    4. Optionally display key contact details (e.g., name, phone number, company) to confirm identity.

    Benefits:

    1. Improved efficiency and accuracy for outbound SMS communications.

    2. Enhanced user experience for agents.

    3. Better alignment between RingCX and HubSpot CRM data.

    Use Case Example:
    An agent needs to send a quick follow-up SMS to a lead. Instead of switching tabs, finding the number in HubSpot, and copying it, they can simply search the contact within the SMS interface, select it, and send the message—seamlessly.

    Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent

    Summary:
    Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.

    Description:
    Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.

    By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:

    1. Search for and select contacts by name, email, or… more

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15. Omnidirectional Allow RingCentral App Channels

    We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.

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16. Adding Guam phone number

    Ability to Add Guam Phone Number - Currently Guam Phone number is not supported and we would like to request to support Guam Phone Number

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17. add calling function when in a chat

    It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
    Right now you have to copy and paste the phone number to the phone menu

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    7 votes

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18. Hold time

    When you place a client on hold we need an option to see the time that we have on hold.

    7 votes

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19. Dark Mode for Contact Center

    Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!

    7 votes

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20. Real Time Inbound dashboard widget - Need to include Callback request count

    Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.

    It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.

    7 votes

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