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1359 results found

  1. "My caller ID" dropdown should be searchable

    "My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.

    My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.

    Thanks!

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

  2. Delay in the event after "Single Play Audio"

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    …

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

  3. Outbound WhatsApp within RCX agent UI

    As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

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

  4. RingCX Global Secondary Nodes

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying…

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

  5. RingCX Multi Channel Interaction Console “Live Interaction Management”

    RingCX Multi Channel Interaction Console “Live Interaction Management”

    It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.

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

  6. Ability to take DNC's off the List thru an upload

    We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…

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

  7. Interaction Issue Hot Button

    The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…

    18 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Dashboard for agents in RingCX | Agent platform.

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

    17 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Adjustment - Cancel call transfer Label

    Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):

    when making a transfer:
    put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,

    then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:

    in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
    "Cancel Transfer : EXtension xxxx" .

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

  10. Being able to change an agents status through the Real Time Dashboard

    We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

    17 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio

    Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    17 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. Increasing file size limit for file uploads when submitting a support ticket

    File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded

    17 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Stay on Call - Call Transfers - Toggle Feature

    A lot of users do not like that they have to unselect the "stay on call" box when cold transferring. In our usage of EngageVoice, we direct all users to cold transfer because we utilize a chat program to inform of the incoming call beforehand. We would like to be able to toggle this feature on or off by default at the account level.

    17 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Ringcx voicemail Email notification includes transcript of the voicemail

    Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    16 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  15. Improvement with the CX queue voicemail options.

    CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.

    16 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  16. WFM Pro - Able to sort the schedule by agent/start time

    When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.

    16 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  17. Allow transferred emails to keep their place in queue

    In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbox. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone transfers an email, it could cause serious delays in the customer receiving a response. This is most common when we receive emails in our general support inbox that should have been sent to…

    16 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  18. Quality Evaluation - ability to update / delete comments

    When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Draft, you are not longer able to overwrite the comment either.

    16 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  19. Increase Voicemail Box Co-Recipient Limit

    Description:
    Currently, RingCentral voicemail boxes have the following limitations:

    Each voicemail box can have a maximum of 15 co-recipients.

    Each user can be a co-recipient of up to 5 voicemail boxes.
    Many customers, especially those in management or HR roles, require voicemail notifications to be accessible to a larger group. A common use case is for an employee call-in line, where multiple managers or supervisors need access to voicemails for absence tracking.

    Feature Request:

    Increase the co-recipient limit per voicemail box beyond 15 users.
    Allow greater flexibility in assigning users to multiple voicemail boxes.
    Alternatively, provide an option to send…

    15 votes
    New  ·  2 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?

  20. Impersonated admin showing incorrectly in the audit trail

    We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

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