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Contact Center & RingCX

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613 results found

  1. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  2. Communication template to introduce users to RingCentral

    1 vote

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  3. We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422

    2 votes

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  4. Currently the Engage Digital system requires all asynchronous routing channels to use the same routing strategy, we would like to be able to create alternate routing strategies with different time frames set for the routing steps and assign a subset of email channels\categories to that alternate strategy. This would allow us for example to have some email channels that have the reply step that attempts to route back to the same agent that sent the last response set at 1 hour and others set at 30 minutes.

    2 votes

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  5. In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  6. Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  7. Customer wanted a permission to force their agent to select Voice Queue Group before they will be allowed to place a manual call.

    Currently agents can make manual call even though they are not selecting a voice queue group

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  8. We would like to pull a report that shows all the current user profiles and the level of roles and permissions that they have

    2 votes

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  9. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  10. At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.

    14 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  11. 3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  12. At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  13. Client wants to add the reject button to the preview dialer configuration

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  14. Customer is using Logitech H540 but the noise cancellation is not working, customer already manage to enable noise cancellation on the app.

    1 vote

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    0 comments  ·  Accessibility  ·  Admin →
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  15. Would like to have the ability to have 100 RingCX users with 50 users who are linked to Salesforce and 50 that are linked to ZenDesk.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  16. Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  17. In Hours of Operation, you can put a SKL into a Meeting under Override Branches, so that the meeting prompts play. There is currently an Expiration Date/Time, however, my management team is hoping that a Begin Date/Time option could be added so that the meeting can be scheduled at the the beginning of the day and they would not need to go in at the time the meeting starts to put it in Meeting override.

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  18. The client wanted more mailbox access through co-recepient not just 5.

    1 vote

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  19. The client wanted to have an easier access to the active directory files on RingCentral. An option to toggle turning off and on the email notifications.

    1 vote

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  20. Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.

    2 votes

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    0 comments  ·  Other  ·  Admin →
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