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Contact Center & RingCX

Contact Center & RingCX

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  1. When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on the agent's PC/Mac already ring when Station ID is used. Currently, for non Contact Center calls (direct extension calls/UC calls) the RC app can be configured to simultaneously ring the desk phone, RC application on a PC/Mac, and RC application on a cell phone. This would allow for a uniformed user experience regardless of call…

    46 votes

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  2. Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…

    15 votes

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  3. After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature where users that are set for Single contact or even when set for Dynamic Delivery can receive email contacts automatically.

    12 votes

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  4. Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in

    20 votes

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  5. Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…

    9 votes

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  6. several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.

    14 votes

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  7. Client wanted to have more than 12 months call log data retention.

    3 votes

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    2 comments  ·  Other  ·  Admin →
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  8. The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.

    10 votes

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  9. We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

    9 votes

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    Under Review  ·  4 comments  ·  Other  ·  Admin →
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  10. Hello. We are currently using InContact Dashboards to display call, skills, and agents figures. We would like to have a "Current date and time" widget to be able to display current date and time (format mm/dd/aaaa HH:MM:SS - dd/mm/aaaa HH:MM:SS in french format)Is it possible to create a current date time widget with common display formats ?Thanks a lot

    4 votes

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  11. Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.

    6 votes

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  12. Ability to receive an automatic report or weekly report with the information of the users such as Name, Email, and Phone numbers and it will include on the report the changes happen.

    5 votes

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  13. Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10% or 95,1%This would be appreciated.

    3 votes

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  14. cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.

    3 votes

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  15. ...onally add the same holidays in each profile.. Each year we have to update our holiday list but it should be only done in one list. A Global Holidiay Hours list was added for our go-live in Contact Center Housrs of Operation with all our holidays; therefre, we should not have to add the same redundant holidays in each of the Contact Center Holidays Profile. This is a waste of time and does not make sense. Administrators would benefit annually from this repetitive task.

    5 votes

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  16. Require the option to select ALL in the Emergency Response Location on Bulk Enable Template. This is just to provide ALL the locations within the Template download in Excel. I realise that it is restricted to only 50 at a time but it is quicker and easier to add them in Excel than on the RingCentral Platform.
    But basically see my screenshot attached I would just like the option to select ALL option for the Emergency Response Location similar to what you can select on the Role or User Template so that when Bulk uploading I can choose the correct…

    1 vote

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  17. Agent has the ability to add notes when transferring call to another skill or agent via MAX Agent so that when the new agent who answers the transferred call can review the notes from the transferring agent.

    3 votes

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  18. Add setting in RingCental app to auto clear app data cache on a schedule.

    Many troubleshooting steps advised to clear the app data in ring central app. It would be great if this could be done on a schedule set by the admin or user.

    1 vote

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  19. Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail

    2 votes

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  20. Communication template to introduce users to RingCentral

    1 vote

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