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150 results found

  1. RingCX Emails should be coming in the queue in time order or in date

    1 vote

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  2. With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.

    1 vote

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  3. Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call. Customer states that being able to monitor calls is how they train new employees, but they do not want new employees to have the above functions.

    They want to have the ability to restrict the supervisor functions to Monitor calls only.

    2 votes

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  4. Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without…

    2 votes

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  5. ADD A LEFT VOICEMAIL OPTION TO THE STATUS QUE WHEN A CALL ENDS

    1 vote

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  6. Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

    4 votes

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  7. Currently, call logs in RingCX unable to relate to Order in SFDC

    steps:
    1. When clicking the "relate to" in rcx softphone.
    2. search an order and hit enter. No results found

    It would be nice to have this feature be added specially for companies that uses Orders in the salesforce.

    1 vote

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  8. in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)

    2 votes

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  9. Currently there is no option to schedule any reports under RingCX Digital Analytics.

    Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.

    1 vote

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  10. When in call back mode, let us stay in that mode after call is complete so we can continue calling more customers back instead of going right to available. Let the CXR's change to available manually.
    Also let us change status easier rather than having to due it during a call.

    1 vote

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  11. On RCX agent, when we have a conference then the agent decide to terminate a participant, he presses the "hang up" button that opens a pop-up window to choose which participant to end.

    Thing is that if the agent presses the hang up button, then one participant manually leave the conference, the pop-up window doesn't update the participants present, then if the agent choose the user that left the conference the press "hang up", the whole call will be terminated.

    We need that pop-up window to be updated when a participant leaves the conference.

    1 vote

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  12. We would like to request a feature that allows us to use a test environment or a demo version for upcoming service updates.

    1 vote

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  13. Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.

    1 vote

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  14. Hello,
    We'd like the ability for agents to have access to their own call recordings in RingCX. Our agents are giving out technical advise and sometimes have to refer back to their own calls to in order to fill out the details in our external CRM system. If we're busy and have some calls waiting, the agents answer all the incoming calls, then log the activities in our CRM system. This is where they need to log what technical advise has been given to the callers.

    This feature is available in standard RingCentral agents, but not for CX agents

    1 vote

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  15. We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.

    6 votes

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  16. The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.

    3 votes

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  17. Voice recognition should also cater to people with strong accents.

    1 vote

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  18. Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.

    The customer needs a comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.

    1 vote

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  19. Currently, the "Agent Specific Callback" disposition is only applicable for Outbound Dialer, but it would be beneficial if this will also be available in the Voice Queue Disposition.

    In this way, the agent that receives the inbound phone call, and is required to call that customer back at certain time can use this disposition with the "Agent Specific Callback" so the system will automatically do it for the agent.

    3 votes

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  20. When you place a client on hold we need an option to see the time that we have on hold.

    2 votes

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