29 results found
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RCX - Incoming Call, pops up in front of all the applications
Hi Team,
My client is asking if we have a way for the RingCX to pop-up in front of all the windows open on their screen/monitor in order for them to be notified that there is a new incoming call.
Currently, they understood that their agents need to put their headsets on so they can hear the ring for a new incoming call(as they are doing manual accept call).
i did also advise them to organize their screen window so that the rcx phone tool is always showing somewhere in their screen/monitor. However, their agent cannot always regularly checkthe chrome…
27 votes -
Simultaneous Ring for Cloud profile - RingCX
Suggestion is to offer simultaneous ring capability in RingCX, similar to what is available in the MVP call queue. In RingCX, the current routing options are Round Robin, Sequential, Percent Allocation and Geo Location.
26 votes -
Disable the feature that automatically includes the email chain at the bottom of an Agent Reply email in RingCX.
To disable the feature that automatically includes the email chain at the bottom of an Agent Reply email in RingCX.
2 votes -
RingCX AHT Custom Formula
Currently AHT is computed using the formula:
AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)
Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.
Since agents are still working on an interaction while on away state, this should be included in the AHT computation.
If possible we can create a custom report / formula.
6 votes -
RingCx Reporting Including Data from Agent Script Custom Field
RingCx agents should be able to capture the report for their call disposition including the custom field added in the agent script
5 votes -
Engage Digital - Add SSO Azure configuration similar to RC Office
To avoid having to manage another login we would like Engage Digital to be able to configured in a similar manner to the RingCentral Office portal to allow integration with Azure for Single Sign-On configuration. Previously told this was coming for Engage Digital in Q1 of 2023 from product management.
2 votes -
2 votes
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Ability to Mix & Match Licenses for CRMs (Event-based API Triggers)
Would like to have the ability to have 100 RingCX users with 50 users who are linked to Salesforce and 50 that are linked to ZenDesk.
1 vote -
Integrate RingCentral app with Call Center Phone status
Our Call Center employees are receiving calls on their RingCentral App while on the phone via Call Center MaxAgent. It would be helpful for the RingCentral app to recognize when their line is busy so they don't receive the phone call pop-up from RingCentral app
4 votes -
RingCentral Internal Contact Org Chart
An easy-to-use way to navigate through your company's different departments and connect with people. This is especially important when working remote and you need help from a different department and you aren't exactly sure who is around to help.Features: Name, Title, RC Photo, Current Status, email, phone, etc.
5 votes -
Teams in Contact Center
Have the ability to see Team that I created or a member of. Often enough, you start a Team, but then Close it to reduce the number of teams in view. If a team has been closed, I do not want to start another Team if I had already created one.
1 vote -
RingCentral and InContact do not share data - IVR with Extension failure
We set-up our IVR with the ability to have callers auto route to an EXT in RING App. If the caller miss-types the EXT the connection fails and hangs up on the caller
2 votes -
Ring Central Support by Phone - Improve Menus
The menuing system for support phone calls is far less than optimal. I have noted that it takes on average, 5 minutes to get past the menus to be queued to talk with someone. I always get an immediate answer when it does queue, so there is no complaint with that part. The initial menu system takes way too long and is confusing. I also note that when I do get to talk to someone, they have to always reroute the call to another team. This needs to be improved for your customers.
1 vote -
Be able to book annual leave and TOIL in hours
Our HR system uses hours to book annual leave for part time staff and we are considering utilising this for all employees.
1 vote -
Be able to book half day annual leave in the Time Off Management Tool
Our staff are able to book future half day annual leave outside of published schedules. The time off management tool only allows us to schedule a full day annual leave for outside of published schedules which we then have to remember to amend after the schedules are published. This causes unnecessary questions and concerns for our people.
1 vote -
Need a whisper tone before each call to notify the agent of the skill it is coming in on.
This will allow the agent to greet the customer based on the line of business the the customer is calling in on.
2 votes -
Have an Engage Voice Community
You seem to promote this product, but all the users in the community are single users and NOT engage Voice Customers. It would be nice to allow Engage Voice Customers to be able to communicate with each other to discuss issues and solutions.
1 vote -
Launch Supervisor - view only team - not entire company
Is there a way to limit a supervisor to only see their team’s when they Launch Supervisor?
Currently supervisors see everyone on Claims and Operations and it would help them if they didn’t have all the employees in the list that they weren’t responsible for.9 votes -
Robo Dialer for live transfers
you put out a message and if interested that can be a live lead. how amazing would that be?
1 vote -
Allow agents to view their own call logs in the Max Agent
Agents view their own call logs easily in Max. They have access to a couple of calls in the Call History or in Messages. They can't see calls from the previous day or anything like that like they would in the Softphone application.
2 votes
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