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  1. At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.

    10 votes

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  3. The requested change would be to change the terms "Ignore/Ignored" to "Archive/Archived" (for the folder name, the message action button and the query used to populate the folder). Additionally, once a message thread has been marked as "Ignored," you can still see the button to "ignore" the message - it should be changed to "Unarchive" to allow a message to move to a different status or remove the button completely if a message cannot be removed from the archive/ignore state.

    4 votes

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  4. The use and configuration of Identities and Identity Tags is not clear. The page shows a list of records, most of which are grayed. The rows that are not grayed out can be edited, but the only option is a checkbox for Controlled Entity.

    3 votes

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  5. 2 votes

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  6. New Role/Permission to allow "Monitor Only," removing Coach and Barge. This is needed for new hires to shadow seasoned agents. Listening to live calls without being able to impact the active agent.

    2 votes

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  7. There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.

    2 votes

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  8. The main Reply Assistant page shows the list of quick replies in the order they were created. Each Replay has a Group that it belongs to so this should be the default view to match other lists in RingCX show. Examples:
    Digital Queues & Skills
    Voice Queues and Skills
    Campaigns
    Agents
    Knowledge Base
    The current listing view differs from other areas and should be made consistent.

    2 votes

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  9. There's a field in Voice dispositions called DTMF which hasn't worked in Engage Voice for a long time and is not used by customers. This should be removed from the UI.

    1 vote

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  10. We need a setting to remove the Disconnect/Connect toggle button for agents so that as long as they are logged in and Available they are connected (offhook).

    8 votes

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  11. ... to training they could do so from their own computer without logging into the agents.. Is there currently or could you provide and API endpoint that allows us to change the agentState on the softphone. Such as if a manager wanted to adjust a reps state from available to training they could do so from their own computer without logging into the agents.

    2 votes

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  12. Please provide the ability to export dispositions natively from the EV Admin portal, and then to be able to modify that file and to also import that format to modify/add new dispositions. Alternatively, see if there's a way to provide a centralized manager for dispositions, that way they can be assigned to queues/campaigns and can be edited just once if the need arises. Current process doesn't always allow for bulk editing and it is currently a very time consuming task.

    10 votes

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  13. There is an option for Number Assignment for Digital Queues which is not clear, as a phone number would not apply to a Digital Queue. If this is only for SMS queues, there should be some indication in the UI for its use.

    2 votes

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  14. Requeue Shortcuts main panel displays a dropdown list with 2 options for Requeue Shortcut Groups. The default is Advanced, but the UI shows a message asking the user to "Please verify the Requeue Type - This feature will only work if the Requeue Type above is set to 'Shortcut'."
    If this option doesn't work, there should not be an option for the user to select it. Additionally, if you select the Shortcut option, there is nothing else on the page other than a message saying "There are no Configured Shortcut Groups" and it is unclear where those are configured.

    2 votes

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  15. It is difficult to select a widget link to remove it. The selection hot spot is limited to the arrowhead and there is no visual indication it was selected nor is there any indication that you can delete or move it.

    2 votes

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  16. 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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  17. 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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  18. 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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  19. 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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  20. 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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