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1197 results found

  1. 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.

    14 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

    14 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  3. 14 votes

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  4. 14 votes

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  5. several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.

    14 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office

    14 votes

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  7. When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?

    14 votes

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  8. Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.

    14 votes

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  9. At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.

    14 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  10. Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

    13 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. "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!

    13 votes

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    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
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  12. Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…

    13 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  13. Request is the ability for a supervisor to move an agent into available status.

    13 votes

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  14. CNAM is not delivered to RingCentral Contact Center customers due to TAS bypass.

    13 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. The request is for an RC Contact Centre agent to be able to make an outbound call via the RingEX platform carrier services.

    13 votes

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  16. 13 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?

    13 votes

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  18. This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are trainers and those who are in trainees). Although you can create a view, you can’t provide access smaller than to a particular team. Similar to “Groups” for adding only certain team members to a recording policy, we seek the same more restrictive access for our trainers and trainees to recordings, so that we could provide them access to only certain…

    13 votes

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  19. When a call is transferred internally, the agents are unable to save both sets of notes when dispositioning the call. The notes from the first agent are replaced by the notes from the second agent.

    Steps to Reproduce:
    • The receiving agent shared the SFDC link with the previous agent (The agent who's transferring the call) to allow them to leave their notes.
    • The second agent, who received the call, then entered the disposition note within the Phone App on Salesforce.
    • However only the second agent's note will be left saved in Salesforce

    Background:

    • The Phone app…

    12 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  20. The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.

    As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.

    12 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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