1359 results found
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Show Original callers number when Transferring calls to Contact Centre
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
22 votes -
Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)
Description:
• Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.
However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.
Feature Request:
• We propose introducing a more appropriate default system state for these specific conditions (e.g.,…21 votes -
RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)
When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.
We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.
Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…
21 votes -
Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries
I would like to suggest a couple of feature enhancements to simplify the use and management of the following:
- Phonebook (Agent Tools and Voice queues and skills)
- Special ANI (Voice queues and skills)
- Blocked ANI (Channels)
Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.
We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had…
21 votes -
OFCOM compliant Proactive and Predictive Dialler
UK Outbound Dialler Requirements for Proactive and Predictive calling
When making proactive and predictive calls UK customers need to comply to OFCOM regulations.
21 votes -
System schedules accessible via Queues, channels, IVR
System schedules accessible via Queues, channels, IVRs.
Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.
21 votes -
call log data retention
Client wanted to have more than 12 months call log data retention.
21 votes -
Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).
Request:
The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.Scenario:
An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.20 votes -
RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
20 votes -
Ability to see if someone is having calls forwarded TO them
Currently, we do not have the ability in the RC Admin Portal to see if someone is having calls forwarded TO them. Adding this feature would greatly help in seeing if someone is unknowingly having calls forwarded to them from another user/queue.
20 votes -
Feature Request: Super Admin Self-Service Contact Center Routing Change
Introduction:
This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.Current Situation:
Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.
Proposed Solution:
We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
Access a…20 votes -
Disable/Enable 2 Factor Authentication on certain users
It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device
20 votes -
Reporting for Contact Center Numbers in RCO
ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
20 votes -
Reputation Management support for phone numbers being flagged as Spam.
Customer is seeking assistance with Reputation Management or a referral to a Reputation Management Vendor to help whitelist and proactively protect the customer's phone numbers from being flagged as Spam. The issue of numbers being flagged as Spam continues to grow industry wide. This relates to both RC Phone/MVP and RC Contact Center phone numbers used for outbound dialing.
20 votes -
Increase the time on server for Automatic Call Recording (Data Retention Policy) for 180 days
The customer will benefit from this, considering that account of the customers have lots of recording that they haven't listen yet and it will give ample time to listen to it.
20 votes -
Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps
when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...
19 votes -
Leverage RingCentral SMS API for a fully integrated SMS channel in RingCentral Contact Center (Nice CXOne)
Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.
19 votes -
Add ability to pull call waiting in queue
Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…
19 votes -
Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
18 votes -
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…18 votes
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