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Contact Center & RingCX

Contact Center & RingCX

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100 results found

  1. Goal is to extend the use of Text to Speech for Get input and Play audio widgets. Current use is limited to Say var. This would give an option that doesn't require recording audio prompts and would improve speed to deploy script changes on deployment and in production.

    2 votes

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  2. The article editor is limited in features and can't be resized. That makes it difficult to create/edit more complex articles.

    2 votes

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  3. Currently Edge is not supported. Request to have it officially supported.

    2 votes

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  4. It is not very clear how to use Messaging Visual Library elements in a channel.

    2 votes

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  5. By default, all reports pull up all records. This can become a significant performance issue in busy systems over time. The UI should provide a date range with some predefined options like today, last 7 days, etc. with the option to specify a custom range before executing the query to view the results.

    2 votes

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  6. There are 2 places where an admin can create an email template: Voice and Digital. Voice provides a basic UI to pre-fill fields like From, To, & Subject and use Tags. Digital requires editing HTML code with an extra step to submit it for preview. The Voice email templates appears to be tied to outbound dialer campaigns. This feature should be consolidated into a single UI.

    2 votes

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  7. It would be helpful to have automatic agent-specific audio playback/greeting on voice call connections (e.g. mandatory announcement for compliance when collecting on a debt.)

    2 votes

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  8. Add an option to escalate a Digital contact to a standard voice interaction, as opposed to being able to offer a RingCentral Video call.

    4 votes

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  9. Suggestion is to make DNC options more transparent to customers from UI. For example:
    - Third party options (DNC.com and Gryphon Networks).
    - Why is DNC org ID only a super admin level change?

    2 votes

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  10. Goal is to have a button to view the card when hovering over the hidden button area when a message thread is visible.

    2 votes

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  11. There are a few things that would help make Roles better:
    1. The use of the term "in doc" should be clarified
    2. Available permissions list shows categories but any elements created in the system now show as children

    2 votes

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  12. Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".

    2 votes

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  13. It would be helpful to be able to upload the file into the RingCX platform like Audio Files. Instead of requiring a URL for the image, the UI can present an option to pick from the list of uploaded images.

    2 votes

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  14. Recordings Delivery should support digital interaction transcripts for long term retention requirements. It should be implemented the same as Recordings Delivery for Voice.

    2 votes

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  15. 1 vote

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  16. The suggestion is to provide Color-based Visual Queues of customer sentiment to the agent based on customer messages. Red/Yellow/Green is easier to identify than the current small/ mini grey icon reflected. If current message sentiment is exposed to the supervisor agent monitor, that would be an added benefit.

    2 votes

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  17. Would be nice to get an app to integrate Engage with RPM Telco CRM.

    1 vote

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  18. We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…

    17 votes

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  19. File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded

    17 votes

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  20. The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.

    14 votes

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