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46 results found

  1. RingCX voice recording

    Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.

    13 votes
    Needs More Information  ·  3 comments  ·  RingCX  ·  Admin →
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  2. receive 2 calls

    Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  3. RingCX Custom call routing on IVR for a specific date

    This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    11 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  4. Pulse for RingCX & RingSense for RingCX "Word Alert"

    Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available

    9 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  5. RCX - ability to disconnect the 3rd party when using transfer or requeue

    if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

    the main request here is to let the initial party disconnect the 3rd party…

    7 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Ability to transfer RingEX calls directly to RingCX Users

    To have the Ability to transfer RingEX calls in RC app directly to RingCX Users

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  7. RCX - Ability to have agents share my stats to sup at end of shift without exporting full page

    Customer needs the Ability to have agents share my stats to sup at end of shift without exporting the full page. This is due to the delays we're experiencing for Historical reporting. we are aware that Historical reports are delayed for 6 hrs (23004883)

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  8. AI-based automated translation tool in RingCX digital channels

    Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Engage Voice Call Recording

    Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Multiple phone numbers field for RingCX lead list

    Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Unable to fast forward or rewind while listening to call recordings

    Ability to fast forward or rewind while listening to call recordings in RingCX

    5 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

    RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    5 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  13. I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

    Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.

    5 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  14. Transferring RingCX call via User Ext. Deskphone

    The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.

    4 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  15. CNAM display in RingCX Real Time Dashboard

    Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

    4 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  16. Capturing and Archiving RingCX Voice Mail in RingSense for RingCX

    Currently RingSense for RingCX associates call recording to agents involved in the interaction.
    To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
    A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
    RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…

    4 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Need option to schedule reports in RingCX Digital Analytics

    Currently there is no option to schedule any reports under RingCX Digital Analytics.

    Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.

    3 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Show the entire message and not strip away an email thread and only leave the newest message

    This account would like to have the ability to view the entire email thread and not only leave the newest message.

    3 votes
    Needs More Information  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  19. Auto-save voicemails in RingCX Workflows/IVRs

    Currently, a voicemail workflow requires callers to input DTMF presses to "save" or "rerecord" a voicemail recording. Instead, only the "rerecord" should be an option, and the system should automatically save the recording without needing additional inputs from the caller. The updated functionality would align with how customers and callers expect a voicemail box to operate - without needing extra steps; this is especially a pain point if follow-up notifications are sent with the recording, but callers hang up before saving, thus never processing anything to forward.

    3 votes
    Needs More Information  ·  2 comments  ·  RingCX  ·  Admin →
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  20. RingCX ADMX template for browser group policy

    RingCentral implementation to give a RingCX ADMX template for browser group policy template which has the necessary allowed protocols in the browser for security lock

    3 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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