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219 results found

  1. Filter by Voice/Digital Queue in RingSense for RingCX

    Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.

    8 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Sending fax messages in RingCX

    Customer would like to add the fax feature in RingCX.

    8 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  3. dialer unit work list campaigns

    Ability to have unit work list dialler campaigns, where a supervisor can allocate within a campaign list agents to work certain units. i.e allocate a sub section of agents within a campaign to a unit location (MK). This will allow supervisors to run a single campaign but target records within it.

    7 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. RingCX bulk upload on phonebook

    Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.

    Creating global phone book entries in RingCX screenshots of options attached.

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

  5. Ability to Move Users Between Groups in RingCX

    Current Behavior:
    At present, when managing user groups in RingCX, a user must be manually deleted from one group before they can be added to another. This process is time-consuming and prone to errors, especially when handling multiple users.

    Requested Improvement:
    Introduce a "Move" or "Drag and Drop" feature that allows admins to easily transfer a user from one group to another without having to delete and re-add them.

    4 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Fax Preview When Sending Fax through Softphone

    When sending fax through RingCentral softphone, a PREVIEW screen will enable the one sending the fax to validate the message or the file attachments before hitting the Send button. In the healthcare industry, it is imperative that we attach the correct patient test results in the fax messages sent to doctor's clinics.

    5 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Analytics access for Supervisor

    Analytics Access for Supervisors: Supervisors should be granted specific Analytics access, allowing them to view all relevant data. This can be set as an Analytics Supervisor role, providing them with the necessary permissions while maintaining restrictions on other settings.

    Managing Assigned Users or Teams: Supervisors should have the ability to manage only their assigned users or teams, ensuring they have control over their direct reports.

    Restricting Access to Other Settings: Supervisors should not have access to other settings that are restricted to Admin roles. This will ensure that they can perform their duties without compromising sensitive configurations.

    Limiting Visibility to…

    8 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Cancelling a requeued call

    Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.

    3 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
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  9. Feature Request: Queue Identification for Agents via Marquee Display for RingCX

    Currently, RingCX does not provide a Marquee feature to display the originating queue for incoming calls. Although the Agent Whisper feature can play a brief recording (such as the queue name) before the call is connected, there is no visible indication of the originating queue once the call is in progress.

    Proposed Solution:
    Implement a Marquee display or a similar visual indicator on the agent's interface that shows the originating queue for incoming calls. This would allow agents to quickly identify which queue the call is coming from without needing to rely solely on audio cues through the Agent Whisper…

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. RingCX - Agent Whisper be enabled in ACD Callback

    Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Simultaneous Ring option for Call Queues/Skill

    It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

    • Provide the possibility of a shorter wait time for callers
    • Avoid caller abandons
    • Help in user data analyzation on who picks up the most/least calls

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Prioritization of the Chat and Mail channels

    Currently on digital channels (Chat and Mail) we have no possibility to prioritize them
    This has a strong impact on our service level respects, as digital channels are not prioritized at the SLA level, whereas currently, with no possibility to set priorities on these channels, a chat can be prioritized on a call and therefore degrade our ability to pick up in time.
    prioritizing calls will improve our SLA’s

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Deployment of RING CX application

    Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
    Unable to code and transfer on the Ring CX application.

    Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Improve the functionality of scheduled callbacks

    Currently a scheduled callback is triggered regardless of whether an employee is available or not.
    Example : Callback scheduled by a user at 4pm, all employees are online at this time, but the call is still triggered at the specified time, and the user is waiting on the queue.
    This will improve the User Experience on this callback feature

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

  15. Nomenclature of outgoing call numbers

    It is not possible to copy/paste numbers containing spaces for the numbering of outgoing calls. This is a time-consuming process for manually entering numbers or deleting spaces. This feature will optimize the processing time.

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

  16. The ability to adjust auto-replies and forwarded email spacing through email templates customization.

    The ability to adjust auto-replies and forwarded email spacing through email templates customization.

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

  17. SPOG: Automatically set caller id

    The Issue:
    Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.

    Suggested Feature:
    Make the system automatically pick the right caller ID based on the kind of call:

    If it’s a call from a RingCX queue, show the queue or company main number.

    If it’s an internal call (extension…

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

  18. exclude specific area code in local connect

    Ability to add the ability to specify a particular area code when setting up or managing the Local Connect Bucket? This feature would help in targeting specific geographical regions more effectively.

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

  19. Full Access User Visibility to Real-time DNC Integration Field

    In RingCX, allow Full Access Users to see the Real-Time DNC Integration field in Campaign settings.

    Currently, only super admin views have access to this field.

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

  20. add calling function when in a chat

    It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
    Right now you have to copy and paste the phone number to the phone menu

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