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Contact Center & RingCX

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  1. RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

    Key Points:
    1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

    1. Presence Integration: Leverage the user presence feature to reflect an…

    71 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  2. We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

    48 votes

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    Under Review  ·  11 comments  ·  Other  ·  Admin →
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  3. Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

    43 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  4. Ryder utilizes both RingCentral MVP and RingCentral Contact Center.Many internal and external calls come into the CC and need to be transferred or forwarded to the MVP users.Also, many times a call could come into MVP user and require a transfer into the Contact Center.RingCentral cannot provide a single, seamless report to report this cradle to caller journey.

    32 votes

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  5. Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?

    23 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. 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

    21 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  7. Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.

    Currently, only the field name feeds over to the S3/AWS bucket in the file name.

    20 votes

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    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
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  8. When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

    20 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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  9. customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.

    20 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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  10. Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…

    20 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  11. 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

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  12. 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.

    18 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  13. 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

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. 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.

    18 votes

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  15. 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

    17 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  16. 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

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  17. 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

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  18. RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    15 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. 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.

    15 votes

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  20. When dialing through RingCentral IVR. The system should already know for what account the customer is calling and the number they used to call RingCentral.

    15 votes

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