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468 results found

  1. call offers for the longest wait time

    RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,…

    166 votes
    New  ·  12 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. 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…

    41 votes
    New  ·  2 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  3. hashtag # in RCX (IVRs and queue events)

    customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.

    38 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
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  4. Have search option of dial group added to Ring Sense

    We would like the ability to search by campaign dialing groups in Ringsense

    38 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. 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.,…

    33 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Presence sync bidirectional visual delay

    Bidirectional presence sync
    Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 24025423

    33 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  7. Transferring calls to RingEX Extensions via corporate directory

    To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

    Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

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

  8. Filter by Voice/Digital Queue in RingSense for RingCX

    Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.

    31 votes
    New  ·  4 comments  ·  RingCX  ·  Admin →
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  9. Move from generic email profile to existing or new Customer Profile

    When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.

    Example:
    Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
    The VM call from caller ID is from 734-999-9999.

    That number is associated with John Smith, a customer profile visible from a previous interaction
    with that customer.

    We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…

    26 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  10. 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)

    1. 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.

    2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had…

    24 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?

  11. 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.

    23 votes
    New  ·  6 comments  ·  Contact Center  ·  Admin →
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  12. 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.

    22 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  13. 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...

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

  14. Cost Centers built in RCX

    Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

    19 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. All Messages Conversation Search Enhancement

    There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

    Please see the screenshots.
    If a number is formatted in 3 different ways as it's used in RCX:
    (734) 279-2221
    17342792221
    734-279-2221

    When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or…

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

  16. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

    Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

    Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

    This function needs to exist so that our Agents can better identify our customers as the call in.

    15 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.

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

  18. Allow Multiple Agents to Save Disposition Notes Separately in Salesforce During Call Transfers

    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…

    15 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  19. Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types

    We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

    By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

    14 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  20. SayVAR Node: Option To Save Text2Speech As Audio File

    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.

    14 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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