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Contact Center & RingCX

Contact Center & RingCX

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613 results found

  1. Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    7 votes

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    0 comments  ·  RingCX  ·  Admin →
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  2. 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

    19 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. When a supervisor is actively monitoring an agent's call, they have the option to coach or barge-in. Supervisor should also be able to record that call to share with the agent later and do post-call coaching on improving the customer experience

    7 votes

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    0 comments  ·  RingCX  ·  Admin →
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  4. When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  5. Caller ID Name For NICE Contact Center

    With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
    Yes clients can dip into CRM or Build a Address Book to dip into…

    5 votes

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  6. It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  7. 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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  8. 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.

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  9. Limited Extensions in RingCentral platform should be available on InContact/MAX Company Directory.

    This will allow us to Transfer call from one Department to Another.

    6 votes

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  10. Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.

    6 votes

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    0 comments  ·  RingCX  ·  Admin →
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  11. 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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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  13. Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.

    9 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.

    5 votes

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    2 comments  ·  RingCX  ·  Admin →
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  15. It would be helpful to have an international minutes bundle for RingCX.

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  16. 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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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. Goal is to be able to integrate with Jack Henry Symitar to help Financial Services customers better utilize RingCX.

    2 votes

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    1 comment  ·  RingCX  ·  Admin →
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  18. When attempting to make a call from Max Agent, you need to enter the phone number then click on dial. The option to press enter instead of dial should be allowed as well. Would make calling easier.

    4 votes

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  19. Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
    • Caller ID Name (CNAM) is stripped off and not delivered to CC
    • Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
    • With TAS Bypass enabled Agents are not able to use RingSense for Phone and or…

    4 votes

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  20. Ability to force users to use the web browser version only and never offer to download and install the desktop app.

    We have a third party vendor whose agents will be using RingCentral, we don't want them to ever have the ability to download the desktop or mobile app, we want them to be using the web browser version only and never have an option to download the desktop or mobile apps

    3 votes

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