13 results found
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RCX - Incoming Call, pops up in front of all the applications
Hi Team,
My client is asking if we have a way for the RingCX to pop-up in front of all the windows open on their screen/monitor in order for them to be notified that there is a new incoming call.
Currently, they understood that their agents need to put their headsets on so they can hear the ring for a new incoming call(as they are doing manual accept call).
i did also advise them to organize their screen window so that the rcx phone tool is always showing somewhere in their screen/monitor. However, their agent cannot always regularly checkthe chrome…
27 votes -
RingCX audio
Recommending the implementation of an audio settings feature in RingCX for the wired headsets to enhance the overall user experience and provide greater customization options for users. Ability to adjust audio settings such as press-to-call on the wired headset to work on RingCX.
12 votes -
Simultaneous Ring for Cloud profile - RingCX
Suggestion is to offer simultaneous ring capability in RingCX, similar to what is available in the MVP call queue. In RingCX, the current routing options are Round Robin, Sequential, Percent Allocation and Geo Location.
26 votes -
able to test volume
there should be a sound setting section where you can test your input and output to make sure users will be able to hear you correctly
1 voteAlready Exists ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
This feature exists within RingCX/REX Single Pane of Glass
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Allow Queue Transfers to Queues Outside of Current Queue Group
Currently, if an agent receives a misrouted call they can only transfers to queues that are in the same queue group. Using queue groups are very helpful with identifying areas of the business but there should be a setting which permits transfers to other groups. In our use cases we have hundreds of skills that we want to separate into groups however we occasionally have to transfer to them.
1 vote -
Manual Outbound Only Queues
When only using manual outbound you must select what queue to dial out of, if you are part of many inbound queues you can dial through those but it can be tedious to scroll through and find the correct one. Create manual outbound-only queues that could be selected and outpulse the correct ANI. This will be quicker for agents, the queues could even be identified as manual outbound only.
1 vote -
RingCX Browser cannot be configured to split audio speech path and audio notification between headset and other audio device
Problem:
Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to headset. This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls.
Proposed Solution:
Audio Output Configuration:…
2 votes -
RingCX AHT Custom Formula
Currently AHT is computed using the formula:
AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)
Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.
Since agents are still working on an interaction while on away state, this should be included in the AHT computation.
If possible we can create a custom report / formula.
6 votes -
RingCx Reporting Including Data from Agent Script Custom Field
RingCx agents should be able to capture the report for their call disposition including the custom field added in the agent script
5 votes -
2 votes
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Have an Engage Voice Community
You seem to promote this product, but all the users in the community are single users and NOT engage Voice Customers. It would be nice to allow Engage Voice Customers to be able to communicate with each other to discuss issues and solutions.
1 vote -
Robo Dialer for live transfers
you put out a message and if interested that can be a live lead. how amazing would that be?
1 vote -
Agent State Change Raw Report
Is it possible to show in the Agent State Change Raw Report when the agent is completed with the call and stays in the Pending Dis status? It would help our agents to know how long they are in this status after every call.
1 vote
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