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Contact Center & RingCX

Contact Center & RingCX

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390 results found

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

    36 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
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  2. 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,…

    150 votes
    New  ·  10 comments  ·  RingCX  ·  Admin →
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  3. We would like the ability to search by campaign dialing groups in Ringsense

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

    27 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  5. The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.

    29 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  6. 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.

    20 votes
    New  ·  6 comments  ·  Contact Center  ·  Admin →
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  7. 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.,…

    25 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
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  8. customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
    have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

    so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

    or the other way around if you start the dialer - it would switch to off hook for the dialer -…

    26 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  9. 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…

    25 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  10. 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…

    20 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  11. 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...

    19 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  12. 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.

    10 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
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  13. Description:
    Currently, RingCentral voicemail boxes have the following limitations:

    Each voicemail box can have a maximum of 15 co-recipients.

    Each user can be a co-recipient of up to 5 voicemail boxes.
    Many customers, especially those in management or HR roles, require voicemail notifications to be accessible to a larger group. A common use case is for an employee call-in line, where multiple managers or supervisors need access to voicemails for absence tracking.

    Feature Request:

    Increase the co-recipient limit per voicemail box beyond 15 users.
    Allow greater flexibility in assigning users to multiple voicemail boxes.
    Alternatively, provide an option to send…

    16 votes
    New  ·  2 comments  ·  Admin Portal  ·  Admin →
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  14. 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.

    13 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  15. Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
    Delete the "Update agent status" line.
    On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".

    10 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  16. Customer would like to add the fax feature in RingCX.

    11 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
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  17. 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…

    21 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?
  18. Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time

    12 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
  19. 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…

    14 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  20. Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.

    13 votes
    New  ·  1 comment  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?
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