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  1. Currently if a customer is on hold while the agent is performing a warm transfer, and the customer hangs up, it hangs up the call for all parties. If the customer is placed on hold, and the agent is announcing the call to the other department/party, if the customer hangs up, it should not hang up the entire call.

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. 2 votes

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  3. Not all Contact Centers operate on the 80/20 rule, being able to set both the SLA seconds and the percentage in the Call Queue would enhance and also simplify SLA through the system.

    Today Queue setting lets you adjust the time, then in dashboards you need to adjust the percent and then of course reports is not configurable for %, simply uses 80%.

    Enhancement would be to add the SLA % setting in each Call Queue

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. when leads drop and we have to fetch it usually will freeze while dropping which would cause me not to get anything...

    1 vote

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  5. To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  6. When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
    This could either be in form of a summary or posting the link to the RCV recording.
    Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.

    3 votes

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  7. Ability to force users to use the web browser version only and never offer to download and install the desktop app.

    We have a third party vendor whose agents will be using RingCentral, we don't want them to ever have the ability to download the desktop or mobile app, we want them to be using the web browser version only and never have an option to download the desktop or mobile apps

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  8. customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.

    23 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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  9. Outbound blast (via Textel); SMS SFDC Integration

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available

    9 votes

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  11. Give the ability to sort digital inboxes by date and time in admin portal and agent interface.

    1 vote

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  12. Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox. This is cluttering up the my inbox for agents, preventing them from seeing what needs dealing with vs what doesn't.

    1 vote

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  13. When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.

    It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.

    2 votes

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  14. To see the Subject line for new emails when they pop up.

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  15. I wanted to have an option to filter the skills/queue in analytics in RingCX.

    2 votes

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  16. 2 votes

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    1 comment  ·  RingCX  ·  Admin →
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  17. When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

    However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…

    2 votes

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  18. Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.

    1 vote

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  19. For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this

    The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience

    1 vote

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  20. Allow CX agents to have the option to present a withheld number on outbound calls.

    1 vote

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