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  1. Agent's own their callbacks. If an agent leaves the company or neglects to maintain contact with someone in their pipeline we want the lead to automatically go back into the pool so another agent can begin working it. We would want to set the number of days that the callback is owned by the agent before being sent back to available pool for calling.

    7 votes

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

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  3. There should be a check in the UI to prevent stuck voice calls in the Agent's UI because no disposition was configured. It's possible to configure a Voice queue without any disposition or no Agent Script. Since there's no way to disposition the call, it appears "stuck" in the Agent UI where there's no way to clear it after the call ends. It's possible that the agent won't be able take new calls.

    2 votes

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  4. We Would Like To Be Able To Send Faxes Out By Just Tying A Message In The Body Of Our Email When Using "Email To Fax" And Without Having To Attach A File Such As PDF. The Body of The Email Should Just be The First Page. We Send Out Alot Of 1 Page Emails Which Needs To Be 1 Page Fax And Do Not Want To Turn Everything Into A File

    2 votes

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  5. 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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  6. 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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  7. Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.

    8 votes

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  8. 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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  9. 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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  10. 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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  11. When calling a disconnected number or number no longer in service using the Engage Voice application, the system tries to connect the call for 30 seconds before the system disconnects the call.

    2 votes

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  12. The current Payment Processor solutions require a custom IVR/agent script to be built. Having a RCX, admin portal supported, payment processor feature which would 'automatically' handle agent's availability, call routing, and necessary reporting via a configuration page would be monumental in making this particular experience a good one.

    1 vote

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  13. This would enable our PS team to much more seamlessly implement RingCX so as to increase margin for implementations

    2 votes

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  14. When a user's Engage voice application goes to RNA State, the call is offered and answered by a different agent. The system will have the recording shared with both of the agents. The customer would like the recording to be saved to a specific user who answered the call to avoid having issues with Inbound Call Detail Report.

    1 vote

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  15. Current Call streaming is capable of streaming audio of Queues and Campaign calls in Engage Voice. https://developers.ringcentral.com/engage/voice/guide/workforce/call-streaming/getting-startedNew idea is the capability of Call streaming dual audio in IVR product as well. This will help in building products related to Virtual agents.

    2 votes

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  16. Add a setting to the "End Message" queue event in Digital that will send an email. This would be helpful for management in the case of a Digital contact not being answered and the time expiring, specifically for customers that only have one Digital queue.

    2 votes

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  17. Ability to make the route node in IVR Studio to be a simple blind transfer. There are situations when transferring to an external IVR where the receiving carrier doesn't signal the platform that the call has been picked up, resulting in the call being pulled back. The workaround is to build queues that are used purely to forward calls, which is time consuming, clumsy, and restrictive if the forwarding number needs to be dynamic.

    3 votes

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  18. EV: global address book is not available unless you are on a call

    1 vote

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  19. When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option to say the extension they want.

    4 votes

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  20. When customers upload a list/leads on their Campaigns for EV if we can please provide an option for them to set the validity of these leads

    1 vote

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