6 results found

1. 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.

   21 votes

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   Needs More Information  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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2. Pulse for RingCX & RingSense for RingCX "Word Alert"

   Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available

   8 votes

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   Needs More Information  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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3. Capturing and Archiving RingCX Voice Mail in RingSense for RingCX

   Currently RingSense for RingCX associates call recording to agents involved in the interaction.
   To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
   A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
   RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It would be like cradle to grave when a voice mail is left in RCX. A link to a “possible match” as the return call would be helpful as well.

   Currently RingSense for RingCX associates call recording to agents involved in the interaction.
   To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
   A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
   RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It… more

   3 votes

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   Needs More Information  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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4. AI-based automated translation tool in RingCX digital channels

   Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.

   3 votes

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5. Prevent Stuck Voice Calls with no Disposition

   There should be a check in the UI to prevent stuck voice calls in the Agent's UI because no disposition was configured. It's possible to configure a Voice queue without any disposition or no Agent Script. Since there's no way to disposition the call, it appears "stuck" in the Agent UI where there's no way to clear it after the call ends. It's possible that the agent won't be able take new calls.

   2 votes

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6. Improvements to Ignored Message Functionality

   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.

   2 votes

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   Needs More Information  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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