648 results found
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IVR Detail Report Changes
When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.
1 vote -
Suppression Scripts
Some customers use 'agent flag' on outbound leads to reserve lead 'x' for that agent. Should another agent search for a lead, they would have the ability to dial this lead whether or not it is theirs. Something like suppression scripts, where the system does a check at the moment of dial attempt against some sort permissions list, would help manage this solution. Suppression scripting could be used in numerous ways within RingCX especially around manual dialing.
2 votes -
RingCX account creation automation + Import/Export Functionality
The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.
2 votes -
Support agent availability for Live Agent handover
The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.3 votes -
CNAME identifier when transfer call from EV to RC Office
We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the…
3 votes -
VDI Support for RingCX
The request is for VDI Support for RingCX
4 votes -
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 -
Conditional Queue Events - Engage Voice
The 'modular' nature of Engage Voice is helpful. However, with this design, some feature-sets of one routing component are not found in others. Having a if/and feature enhancement to inbound queue events would bridge this gap. Example: Play audio file 'A' for normal conditions. If wait time is 'x' then play audio file 'B'. This idea could be expanded to any queue event type.
2 votes
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