254 results found
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Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
12 votes -
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.
12 votes -
RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)
When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.
We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.
Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…
11 votes -
Remember Agent Selected Voice and Digital Queues at Next Login Checkbox
I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.
For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.
Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next…
11 votes -
"My caller ID" dropdown should be searchable
"My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.
My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.
Thanks!
13 votes -
RingCX - Option not to count outbound queue calls within inbound reporting stats
Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.
This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.
Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.
9 votes -
Tell callers their place in the queue while waiting in a queue
CX needs the ability to play the callers place in the queue ("you are the 12th caller") at any point while a caller is in a queue on hold and waiting for an agent. They should then get the option to continue waiting, have an agent call them back when an agent is next available, or schedule a call back for another time/day. This is VERY typical behavior for contact centers and has become expected by callers.
11 votes -
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)
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.
We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had…
9 votes -
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 2402542326 votes -
Analytics access for Supervisor
Analytics Access for Supervisors: Supervisors should be granted specific Analytics access, allowing them to view all relevant data. This can be set as an Analytics Supervisor role, providing them with the necessary permissions while maintaining restrictions on other settings.
Managing Assigned Users or Teams: Supervisors should have the ability to manage only their assigned users or teams, ensuring they have control over their direct reports.
Restricting Access to Other Settings: Supervisors should not have access to other settings that are restricted to Admin roles. This will ensure that they can perform their duties without compromising sensitive configurations.
Limiting Visibility to…
5 votes -
Being able to change an agents status through the Real Time Dashboard
We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent
15 votes -
Park calls from the CX platform for both CX and EX users.
Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability…
5 votes -
RingCX Queue/Global Phonebook used for Manual Outbound Calls
Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.
Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.
10 votes -
Feature Request: Restrict Email Updates to Authorized Domains in User Profile
Feature Request: Restrict Email Updates to Authorized Domains in User Profile
Description:
Add an option in the RingCentral Admin Portal that allows Super Admins to enforce email domain restrictions for extension profiles. This feature would restrict users from updating their email addresses to ones outside of the company's authorized domains. When enabled, if a user attempts to enter an email address that is not part of the pre-approved domain(s) (e.g., @company.com), the system will block the update and display a notification explaining the restriction.Features and Capabilities:
Domain Restriction Setting for Email Updates: A setting within the Admin Portal under…9 votes -
Enhancement Request to show all extensions in the Corporate Directory
At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.
We would like to be able to see all extensions available to us in the corporate directory when transferring calls.
4 votes -
add calling function when in a chat
It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
Right now you have to copy and paste the phone number to the phone menu7 votes -
Ability to Disable RingCX button inside the Glip while keeping RingAgent
Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.
It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.
7 votes -
Option to see the number of calls are in queues and agents statistics
currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration
5 votes -
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.
18 votes -
On Hook Mode WITH "hot" connection always on
On Hook Mode WITH "hot" connection always on.
Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.
Currently:
If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related).…5 votes
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