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44 results found

  1. 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

    22 votes

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  2. Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    22 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. 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…

    18 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  4. 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.

    13 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  5. Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. UK Outbound Dialler Requirements for Proactive and Predictive calling

    When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

    11 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.

    12 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons

    9 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).

    9 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  10. 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 get the call and disconnect, the customer is automatically unhold with agent A.

    the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .

    8 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. 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

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.

    5 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  13. Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.

    Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.

    4 votes

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  14. customer would like to access Contact center voicemail through a phone.
    would like to be able to access voicemail if users don't have access to their computers.
    would like to be able to dial via any phone to listen to their Contact Center Voicemail

    5 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. The customer would like to have an option for an Internal Calls Only User(without Domestic Call) to be able to receive calls from their Contact Center account.

    5 votes

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  16. Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)

    4 votes

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  17. Add the ability to schedule DFO reports to run and deliver to an email or file share in Contact Center

    3 votes

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  18. Hi team,
    I had requested to have a custome report for IB,OB call by one hour so RC support engineer created Template ID: 31153 for us.
    However, the date rage can be modified only up to 90 days.

    I'd like to request a feature that can let users to have more time period up to 365 days to get informative report.

    RC support case No. 24062052

    3 votes

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  19. Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
    For the customers, like us, that are SSO Only will there be a time when this will work with SSO?

    3 votes

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  20. Today, the callback feature does not perform any detection on the far end meaning that the agent is passed a ringing phone, busy, etc. What the previous CallBack solution would do was get the customer on the phone and only pass to an available agent once the customer answered. This way the agent is not wasting their time listening and/or getting an answering machine passed to them, only a live voice.

    3 votes

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