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1359 results found

  1. Call Timers for Agents

    When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Connectwise Integration

    Integration with https://www.connectwise.com/

    1 vote
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Integrate with Hyland Content Solutions

    Integration with the Hyland platform (https://www.hyland.com/en)

    1 vote
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. Integration with Wex Benefits software

    Integration with Wex (https://www.wexinc.com)

    1 vote
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Communication template to introduce users to RingCentral

    Communication template to introduce users to RingCentral

    1 vote
    0 comments  ·  Other  ·  Admin →
    How important is this to you?

  6. Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes

    Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  7. Manual Dial Queue Selection

    Customer wanted a permission to force their agent to select Voice Queue Group before they will be allowed to place a manual call.

    Currently agents can make manual call even though they are not selecting a voice queue group

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Client wants to add the reject button to the preview dialer configuration

    Client wants to add the reject button to the preview dialer configuration

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  9. Ability to Mix & Match Licenses for integrations with RingSense

    Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.

    1 vote
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. hours of operation - add

    In Hours of Operation, you can put a SKL into a Meeting under Override Branches, so that the meeting prompts play. There is currently an Expiration Date/Time, however, my management team is hoping that a Begin Date/Time option could be added so that the meeting can be scheduled at the the beginning of the day and they would not need to go in at the time the meeting starts to put it in Meeting override.

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  11. directory integration

    The client wanted to have an easier access to the active directory files on RingCentral. An option to toggle turning off and on the email notifications.

    1 vote
    0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  12. Allow/ Retain "Unavail" status right after agent Saved a Disposition reason

    Retain Agent Unavailable Code after Saving a Disposition

    Is it possible to set an agent to an unavailable code after they save their disposition? We currently have dispositions set to required in 'Post Contact' for our ACD Skills. Once the agent saves their disposition they are immediately put into an Available status. What we would like is to have a 30 second window where, after saving their disposition the agent is put into another unavailable code. Once 30 second have passed the agent would then be put into Available status, ready to take another call. We are aware they can…

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  13. IVR Detail Report Changes

    When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.

    1 vote
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Add CCaaS to VGE

    The request is to have CCaas included in VGE.

    1 vote
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. Pulse - Alerts for outbound personal connection

    Some customers have more outbound traffic via personal connection than inbound. The specific ask is for list notifications: When data in dialing list is getting low - notifications to agents to move skills and supervisors to move agents or add more data.

    1 vote
    Under Review  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  16. Personal Connection Automation

    Outbound based prospective customer would benefit from greater WFI capabilities: alerts to list exhaustion, automatically moving agents when lists are exhausted or based on agent load. WFI does not provide these capabilities at the moment, and all proactive management & alerting is focused on inbound activity.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  17. Ability to Filter Contact View by team or skill

    When customers use the Supervisor application with the Contacts, they view agents active contacts in real time. Some would like to be able to filter the contacts view by teams. Although you can choose the teams view, it does not provide the same Realtime contact information needed.

    1 vote
    Implemented  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  18. Change to SFDC Integration so that the agent MUST create a contact/account record before they can close out an interaction

    The ability to dictate that, If a caller is not in SFDC today, an agent MUST create a contact/account record before they can close out an interaction.

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

  19. RCCC - Improvements to the Voicemail Skill

    When you play a VM the first time, it gives the timestamp. But if you start over or rewind, there is no timestamp.
    The feature request is to ensure there is a time stamp is added to voicemail skill & give the timestamp for when the voicemail was received & make it easily available.

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

  20. Restrict Access to RingCentral Contact Center by IP Address (Range)

    Authorized users are able to access the RCCC environment outside of the network environment. Due to the sensitive nature of the data, many organizations are required to limit access to control environments. For example, in some centers the agents are not allowed mobile phones. This presents a RISK to the project in case of agents sharing sensitive data, which could breach the end Customer’s Data Protection guidance. Proposed Solution - IP Address Range Whitelisting: this will prevent users from accessing the system from outside of customer defined IP address range. Attempts made from outside of the defined IP Address range…

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