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648 results found

  1. Being able to change an agents status through the Real Time Dashboard

    We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

    17 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  2. In-Queue-Callback Number Restriction To Prevent Misuse

    The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

    However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

    To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

    27 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.

    We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    40 votes
    Under Review  ·  8 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. Internal chat for supervisors and agents

    Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    37 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
    Planned  ·  Michelle responded

    This will be addressed as a part of the Single Pane of Glass initiative.

  5. Delay in the event after "Single Play Audio"

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    …

    18 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Fix Browser Refresh Logging Agents Out Of CX

    When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.

    31 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Rule/Time to set up when RingCX Alerts Notification Email will be sent.

    A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

    4 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  9. 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 →
    How important is this to you?

  10. Option to see the number of calls are in queues and agents statistics

    currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration

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

  11. 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 →
    How important is this to you?

  12. 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 →
    How important is this to you?

  13. 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 →
    How important is this to you?

  14. 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 →
    How important is this to you?

  15. 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 →
    How important is this to you?

  16. Impersonated admin showing incorrectly in the audit trail

    We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    15 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. 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?

  18. 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?

  19. 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?

  20. Name or number of the RingCX user should show as caller ID if they call RingEX internally

    Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

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