131 results found

1. RCX - UX - customize buttons - fonts - position - icon

   customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons

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2. RingCX Global Secondary Nodes

   While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

   Some requirements bubble up like multiple languages operating in the same system
   And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

   Those and more need to be addresses down the road, laying the groundwork for RingCX to be globally deployed is something I think I can help with.

   Today RingCentral Office can Federate https://support.ringcentral.com/article-v2/9415.html?brand=RC_US&product=RingCentral_MVP&language=en_US multiple UID’s making a larger unified system. Now it does have advantages and limitations. I have a technical proposal to leverage integrating RingCX into a Federated RCO global environment.

   Lets start with the idea of adding in our current infrastructure the ability to have the US based system configured as the Primary Node.
   The primary node will have the ability to connect to RCO API stream and operate as an API gateway that allows two way API stream between the RCO API and RingCX Primary>Secondary Nodes (this would be where Global MVP isn’t big enough to have a Federated set of UID’s)
   The Primary Node will have the ability to connect to multiple Federated RCO API streams. Then act as a gateway to RingCX secondary Nodes

   From there the creation of Secondary RingC Nodes will also support a failover API to connect to its actual paired RCO UID for “in Region/Country” fallback operation.

   Secondary RingCX Nodes will store and share meta data with Primary for use as a central Admin using Real-Time dashboards and one central reporting, while the Secondary RingCX node will maintain only its activity for GDPR.
   Secondary Nodes will have the ability to have agents programmed in Skills that exist on the Primary or other Secondary RingCX Nodes. This is critical to overcome any obstacles here as the request are to have agents anywhere answer any interaction if the agent is language proficient.

   Secondary Nodes will have a node identifier used within RingCX Admin and help in administration. Might be helpful where the secondary node is connected to a Federated RCO to show the UID and have a space for naming the node such as “rotterdam netherlands”

   Programming from the Primary Node allows for centralizing Skills etc, Programming from a Secondary Node only changes the local environment with the exception of add global agents to a local skill. Agents will need to be designated in the Primary Node as Multi Node Skilled.

   While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

   Some requirements bubble up like multiple languages operating in the same system
   And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

   Those and more need to be addresses down the road, laying… more

   18 votes

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3. 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

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4. Custom callback prompts

   We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.

   3 votes

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5. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Description:
   RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

   Use Case:
   A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

   This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

   Proposed Enhancement:

   Diagnostic Tools for Upload/Management Testing:

   Admin Panel Visibility:
   Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
   Detailed Error Logging:
   Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
   The specific lead IDs that failed to upload.
   The error type encountered (e.g., network failure, internal server error, missing data).
   The list or campaign where the failure occurred.
   Error Resolution Suggestions:
   Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
   Lead State Monitoring:

   Lead State Consistency Check:
   Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
   Lead Activity History:
   Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
   Automated Testing for Lead List Transfers:

   Pre-Transfer Validation:
   Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
   Post-Transfer Confirmation:
   After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
   API Enhancements:

   Lead Search and Fetch Enhancements:
   Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
   Enhanced API Feedback:
   When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
   Testing Environment for RingCentral Tech Support:

   Sandbox for Lead Management:
   Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
   Automated Monitoring and Alerting:

   Real-Time Monitoring:
   Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
   Customizable Alerts:
   Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
   Benefits:

   Increased visibility and control over lead uploads and transfers.
   Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
   Enhanced troubleshooting and faster resolution for technical support teams.
   Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
   Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
   This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

   Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Description:
   RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

   3 votes

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6. Supervisor Activity report

   Have a detailed report for Admins to have a Supervisor Activity Report.

   In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.

   4 votes

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7. RingCX audio

   Recommending the implementation of an audio settings feature in RingCX for the wired headsets to enhance the overall user experience and provide greater customization options for users. Ability to adjust audio settings such as press-to-call on the wired headset to work on RingCX.

   9 votes

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8. Make Supervisor Assist feature easier to see in the UI

   When a supervisor is viewing Interactions from the Supervisor, the buttons for monitor, coach and barge in only appear when hovering over the right side of the screen with the mouse. Now that Supervisor Assist is coming, a new button in the same area is available to access the Notes & Transcript. It would be more user-friendly to make all buttons visible by default on right side of the interaction. Supervisors shouldn't have to be trained to hover to access the features - the UI should be 100% obvious.

   5 votes

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9. Make voice transcripts visible to agents in RingCX

   RingCX generates transcripts to create Summaries on voice calls, but it's not visible to Agents. It should be available in real-time during the call and accessible after the call along with the Summaries. Both should be able to be memorialized in a connected CRM along with other metadata and call recording link.

   Our main competitors have that feature Zoom & Dialpad) and it's a common request from customers.

   15 votes

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10. Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

    Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

    Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

    Support Reference: For more details on configuring inbound queue events, you can refer to the following article:
    Configuring inbound queue events in RingCX

    Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

    Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

    Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

    Support Reference: For more details on configuring inbound queue events, you can refer to the… more

    3 votes

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11. Dark mode feature

    We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.

    5 votes

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12. Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio

    Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    14 votes

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13. RCX Co-Browse option to view other browser windows / tabs

    Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality

    11 votes

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14. 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 (agent A can disconnect agent B if it's a consultative requeue or transfer)

    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… more

    7 votes

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15. Unable to fast forward or rewind while listening to call recordings

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

    4 votes

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16. Option to receive Reports with just the file name

    Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

    4 votes

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17. sale dropdown option

    in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)

    2 votes

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18. 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

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19. Read-Only Access For Real-Time Dashboard on RingCX

    Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

    Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or modify the real-time dashboard. Basically, customer does not want their client to have access any other data besides viewing them only.

    Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

    Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or… more

    2 votes

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20. Ability to Export/Import on the email template, or a restore point.

    The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.

    3 votes

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