914 results found

1. RingCX within India

   RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

   13 votes

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   Under Review  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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2. RingCX Call Details "Call Termination by Agent or Caller"

   It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

   33 votes

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   Planned  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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3. OFCOM compliant Proactive and Predictive Dialler

   UK Outbound Dialler Requirements for Proactive and Predictive calling

   When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

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   11 votes

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4. Feature Request: Super Admin Self-Service Contact Center Routing Change

   Introduction:
   This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

   Current Situation:

   Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

   Proposed Solution:
   We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
   Access a dedicated section for managing Contact Center routing, Select North America as the desired routing destination for example.

   Implement the change with a clear confirmation message. This confirmation message should explicitly state that the change modifies routing behavior.

   Benefits:
   Increased Efficiency: Super Admins can make routing changes independently, without waiting for support.

   Improved Customer Experience: Faster routing to North American agents ensures a seamless experience for customers.
   Reduced Support Load: Frees up RingCentral support resources for more complex issues.

   Security Considerations:
   This permission should be exclusive to the Super Admin role to maintain control over routing configurations.

   Implement a confirmation step with a clear warning message before finalizing the change to prevent accidental modifications.

   Consider an audit log to track routing changes made by Super Admins, located within the Security section of the Administration tab.

   Conclusion:
   Granting Super Admins self-service access to modify Contact Center routing to North America would significantly improve efficiency and empower them to manage routing configurations independently. This aligns with the goal of providing a seamless and responsive experience for both Super Admins and their customers.

   Additional Notes:
   This feature aligns with the concept of Role-Based Access Control (RBAC), granting specific permissions based on user roles.

   The proposed location for the setting under Advanced Settings reinforces the idea that this is an optional configuration not enabled by default.

   Introduction:
   This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

   Current Situation:

   Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

   Proposed Solution:
   We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
   Access a… more

   15 votes

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   0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
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5. Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have th

   Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:

   1. Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.

   2. Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.

   3. Any other pertinent information to be included (i.e. number of incoming caller, etc.)

   14 votes

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   0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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6. System schedules accessible via Queues, channels, IVR

   System schedules accessible via Queues, channels, IVRs.

   Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.

   13 votes

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   1 comment  ·  Admin Portal  ·  Delete…  ·  Admin →
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7. RingCX Global Secondary Nodes

   While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

   Some requirements bubble up like multiple languages operating in the same system
   And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

   Those and more need to be addresses down the road, laying the groundwork for RingCX to be globally deployed is something I think I can help with.

   Today RingCentral Office can Federate https://support.ringcentral.com/article-v2/9415.html?brand=RC_US&product=RingCentral_MVP&language=en_US multiple UID’s making a larger unified system. Now it does have advantages and limitations. I have a technical proposal to leverage integrating RingCX into a Federated RCO global environment.

   Lets start with the idea of adding in our current infrastructure the ability to have the US based system configured as the Primary Node.
   The primary node will have the ability to connect to RCO API stream and operate as an API gateway that allows two way API stream between the RCO API and RingCX Primary>Secondary Nodes (this would be where Global MVP isn’t big enough to have a Federated set of UID’s)
   The Primary Node will have the ability to connect to multiple Federated RCO API streams. Then act as a gateway to RingCX secondary Nodes

   From there the creation of Secondary RingC Nodes will also support a failover API to connect to its actual paired RCO UID for “in Region/Country” fallback operation.

   Secondary RingCX Nodes will store and share meta data with Primary for use as a central Admin using Real-Time dashboards and one central reporting, while the Secondary RingCX node will maintain only its activity for GDPR.
   Secondary Nodes will have the ability to have agents programmed in Skills that exist on the Primary or other Secondary RingCX Nodes. This is critical to overcome any obstacles here as the request are to have agents anywhere answer any interaction if the agent is language proficient.

   Secondary Nodes will have a node identifier used within RingCX Admin and help in administration. Might be helpful where the secondary node is connected to a Federated RCO to show the UID and have a space for naming the node such as “rotterdam netherlands”

   Programming from the Primary Node allows for centralizing Skills etc, Programming from a Secondary Node only changes the local environment with the exception of add global agents to a local skill. Agents will need to be designated in the Primary Node as Multi Node Skilled.

   While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

   Some requirements bubble up like multiple languages operating in the same system
   And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

   Those and more need to be addresses down the road, laying… more

   17 votes

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   1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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8. RCX - UX - customize buttons - fonts - position - icon

   customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons

   9 votes

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   New  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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9. Wrap Time / After Contact Work

   After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

   34 votes

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   Future Consideration  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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10. Chat Inactivity Timeout Settings

    The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).

    9 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Delete…  ·  Admin →
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11. 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.

    23 votes

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    Needs More Information  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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12. RCX - ability to unhold manually the call when requeue/transfer is cancelled

    if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.

    the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .

    8 votes

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13. RingCX Multi Channel Interaction Console “Live Interaction Management”

    RingCX Multi Channel Interaction Console “Live Interaction Management”

    It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.

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    17 votes

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    1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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14. AI Optimal Routing based on Last Agent Sentiment, Disposition, etc.

    Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing improvement. NOTE: this feature would require read API’s from RingCX to RingSense, perhaps creating a new Sentiment Routing Node in IVR Scripting Last Interaction Disposition Summary Routing Building on the Disposition Summary, using the previous interaction summary in Pre-Queue review to understand the last subject matter and where the customer should queue to. In other words, as the caller enters the Queue, prior to signaling the agent understand where the customer could be directed. In digital interactions RCX AI could pre-read the interaction/request and target the optimal answering point “Queue” down to specific agent.

    Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing… more

    24 votes

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    Future Consideration  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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15. Add Session timeout for RingCX user

    For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.

    Bare minimum would be a session timeout applied to all user on RingCX.

    A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
    Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.

    10 votes

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    0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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16. VDI Plugin for MAC

    Add VDI plugin for MAC users

    23 votes

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    0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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17. Call journey report for RCX

    Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    32 votes

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    Future Consideration  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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18. Add IP Address field in Ring CX Analytics for Reporting

    For Reporting, please add IP address used for chat so that you can properly use the block ip address field in Admin. Currently, we cannot see the IP address of the chatter to the agent and if added to reporting, we can then use dispositions to block all IPs of different scammers, misusers of chat, etc.

    9 votes

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    1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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19. RCX Co-Browse option to view other browser windows / tabs

    Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality

    11 votes

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    0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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20. RCX - ability to disconnect the 3rd party when using transfer or requeue

    if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

    the main request here is to let the initial party disconnect the 3rd party (agent A can disconnect agent B if it's a consultative requeue or transfer)

    if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

    the main request here is to let the initial party disconnect the 3rd party… more

    7 votes

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    New  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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