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34 results found

  1. Blind Transfer Option in the Route Node

    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
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Centralized Dispositions

    The request is to create centralized disposition management, as opposed to having to recreate the dispositions every time a queue/campaign is created.

    2 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Agent Permissions Templates

    Allow for the creation of templates for agent permissions. This will increase efficiency when creating new agents and make it simpler to manage permissions for large groups of agents from a central location.

    2 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. Object support in call baggage

    When passing data from IVR Studio to Scripting Studio a limitation was found that the call baggage cannot contain an object with multiple values. Allowing for objects to be passed from one part of the platform for another would allow users to have a single web service up front that could provide all of the data necessary for the life of the call.

    2 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Bring Back Ability to Enter Special Characters in From Field of Email Templates

    After moving from the https://portal.virtualacd.biz/legacyagent/#/login URL to the new https://engage.ringcentral.com URL, our agents can no longer send email templates that have special characters in the from field (the send email button is grayed out until the special characters are removed). This was a useful feature because it allowed us to give email addresses labels, which has been requested from clients in the past when sending out emails for outbound campaigns. Here's the formatting we want to be able to use on the new platform: 'Email Label'exampleemailaddress@exampledomain.com. This way, when the customer receives the email, they will see a…

    3 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Position in Queue Announcement

    In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.

    38 votes
    Planned  ·  6 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Ability to transfer to another IVR

    5 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Pre-Built Admin Roles

    It would be helpful to have several pre-built roles for customers to choose from. Examples could be:
    1) Full Access - Super admin for the account (this one's already there).
    2) Agent Admin - Access to view and change all agent settings, as well as analytics.
    3) Reporting Admin - Access to analytics only. No access to view or change anything in the admin section.

    2 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Multi-lingual support

    The ability to support other languages beyond English not just within features, but at the interface level.

    7 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. Easier authentication for new APIs

    Setting up and graduating API applications for every account that needs API functionality can be cumbersome.

    2 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Default Manual Dialing to not be recorded

    The default setting for a manual dial is not to record the agent call in RingCX. Within RingCX, Manual dialing is expected to be a circumvention of the system. This may go against some clients expectations of how a manual call should be managed. While there is a work around to tie the manual call to an inbound queue, some would find value in allowing a simple option to enabled recording and recording management by the agent for manual dials.

    5 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  12. RingCX Naming Convention

    Standardize the naming convention across the platform

    1 vote
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Ask an expert v2

    The goal is to link Contact Center teams with rest of organizations to "ask an expert", outside of the agent-customer discussion. V1 had 1-way communication (RingCX->RingEX message and the response from expert not visible in RingEX). This would be helpful for customers who are interested in both RingCX and RingEX.

    4 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Upgrade LumenVox ASR

    The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.

    2 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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