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Contact Center & RingCX

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903 results found

  1. Automatic Name Retention for Numbers Converted to Contact Center

    Problem:

    Currently, when a phone number's type is changed from "Extension" to "Contact Center" in the RingCentral Admin Portal > Phone System > Phone Numbers > All Numbers, the associated name is deleted. This creates a management issue for accounts with a large number of Contact Center numbers, as the previously assigned names are lost.

    Impact:

    Difficulty identifying specific numbers within the RingCentral Admin Portal.

    Increased time and effort required to manage caller ID assignments in external systems like Incontac MAX.

    Proposed Solution:

    Implement a feature that automatically retains the existing…

    6 votes

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  2. It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.

    Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy

    This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.

    8 votes

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    0 comments  ·  RingCX  ·  Admin →
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  3. Could an additional checkbox be added in the Presence settings that would say “Ring my phone when any user I am monitoring places a call on hold”. This way when a monitored line is put on hold, it will not make all the other phones start ringing audibly. It's unnecessary for a user to answer a held ringing call, and then have the caller say that they were just put on hold. And then when they place them back on hold, it rings all the phones all over again.

    5 votes

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    1 comment  ·  Admin Portal  ·  Admin →
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  4. Customer needs the Ability to have agents share my stats to sup at end of shift without exporting the full page. This is due to the delays we're experiencing for Historical reporting. we are aware that Historical reports are delayed for 6 hrs (23004883)

    6 votes

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    0 comments  ·  RingCX  ·  Admin →
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  5. 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

    9 votes

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    0 comments  ·  RingCX  ·  Admin →
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  6. 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.

    7 votes

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    0 comments  ·  RingCX  ·  Admin →
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  7. 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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    0 comments  ·  Other  ·  Admin →
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  8. An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.

    6 votes

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    0 comments  ·  RingCX  ·  Admin →
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  9. 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…

    7 votes

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  10. 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

    21 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  11. 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…

    6 votes

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    0 comments  ·  RingCX  ·  Admin →
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  12. Add the ability to schedule DFO reports to run and deliver to an email or file share in Contact Center

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  13. Hi team,
    I had requested to have a custome report for IB,OB call by one hour so RC support engineer created Template ID: 31153 for us.
    However, the date rage can be modified only up to 90 days.

    I'd like to request a feature that can let users to have more time period up to 365 days to get informative report.

    RC support case No. 24062052

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  14. Client wanted to have more than 12 months call log data retention.

    5 votes

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    2 comments  ·  Other  ·  Admin →
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  15. Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
    For the customers, like us, that are SSO Only will there be a time when this will work with SSO?

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  16. Customer wants to have a more detailed SMS Transcript Report that shows Employee ID, First Name and Last Name so that it will be easier for them to look for contacts that replied to their SMS.

    3 votes

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  17. 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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    0 comments  ·  Other  ·  Admin →
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  18. Today, the callback feature does not perform any detection on the far end meaning that the agent is passed a ringing phone, busy, etc. What the previous CallBack solution would do was get the customer on the phone and only pass to an available agent once the customer answered. This way the agent is not wasting their time listening and/or getting an answering machine passed to them, only a live voice.

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. 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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  20. Feature Request: Continuous Call Monitoring

    Description:

    Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.

    Key Components:

    Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.

    Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if…

    6 votes

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