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526 results found

  1. Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.

    19 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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  2. 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. Expected behavior is there is no delay after the end of playing 2 files.

    2 votes

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  3. In all of RingCX embedded integrations with third party CRMs, dispositions are required to complete the logging of that interactions details into the the CRM. When there is no disposition configured on the source of the interaction, support a workflow that logs the interaction details when that interaction is ended.

    2 votes

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  4. 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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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. 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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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.

    2 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  7. 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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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)

    Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. 1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Currently migrating from the Puzzel Contact Centre to RingCentral. Puzzel provides global values where you can add multiple choices (e.g. a switch statement). You can add these switches to any call flow and apply logic and flow routes based on the current value of the switch item. We use these for multiple scenarios, major incidents affecting operational centres, monitoring centres. If a switch is set to 'incident' scenario, several call flows have different logic and will allow for longer wait times, different escalation routes, or routes to different queues or 'on call' technicians. We also have regional and divisional switches…

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Admin wants to have agents a capability to pause or disable a recording if they are speaking to their manager.

    1 vote

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  12. Feature Request: Option to generate a report that has the hold frequencies or the number of times that each call was placed on hold by the agent.

    1 vote

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  13. We would like to have an option to have agents stay on Available status when Rejecting Calls in RingCX

    1 vote

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  14. Customer wanted to generate a report that shows Total Number of Available Time for Not Receiving Calls or No Call in Queue for each agent for the whole account in RingCX

    2 votes

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    1. Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
    2. Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
    3. Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A…
    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. 1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to nor do they want to wear them all day long. It's strange that you can adjust it on the app, but it doesn't do a thing for Ring CX. Why don't they work together? I can have my direct calls ring through my speaker, but not the Ring CX calls? That makes no sense and no one can seem to find a solution.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. RCX - the ability to forward calls to the external numbers on a user level like what we have in MVP

    1 vote

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  18. Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)

    Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key

    Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing

    Customers would like this feature as soon as possible, as it makes…

    2 votes

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  19. In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

    a. Clean modern omnichannel widget-driven data elements

    b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

    c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder…

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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