1157 results found
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Increase size of Local Connect Buckets
Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.
3 votes -
Post Call Surveys within the Interface
The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.
8 votes -
Synchronize a single address for each Google My Business source connected to the platform
When connecting a Google My Business source to Engage Digital, we would like users to be able to synchronize a limited number of addresses in the "locations to synchronize" field, so that they only receive messages from those addresses, and not all messages attached to the GMB account.In our case, users must be able to register a single address in the "Locations to synchronize" field without other addresses being uploaded automatically.
1 vote -
The auto Disposition option needs to change agent to an on -hook aux state
We would like to use the auto dispotion feature but we need the agent rolled into an aux code that would not be available .
2 votes -
QM - Feedback Comments - Punctuation Doesn't Carry Over from Word
A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.
2 votes -
Ability to Route Contact Center calls back to RingEX Queues
Request is for an automatically redundant way to deliver calls to the Contact Center when a disruption occurs, which could be software or transport. It could be an audio path in the SBC that route the inbound calls from RingEX to RCCC and, if RCCC is not available, then those calls can route to an RC UC hunt group and still be delivered to those agents.
10 votes -
QM - Character Limitation
When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.
4 votes -
RCCC - Improve Quality Management File Retrieval
Many customers use a form of long term storage to store recordings for later reference & review. Currently, if a Quality Management task is assigned, if the recording has passed to Long Term Storage, the evaluator must wait 3-5 hours for the recording to come back from storage. This feature request asks that any interactions assigned within a Quality Plan to an evaluator are retained within Active Storage for immediate review.
4 votes -
Partners super-user access for just accounts assigned to
Our partners need to be able to edit all parts of the system for their accounts, but we don’t want to be giving them full super-user access. We need a way to give them super-user access at a single account level.
2 votes -
Star key DTMF Processing
The system currently sees a * keypress as a terminator. But there are customers who are using the * and # keys in their IVR menus and this does not work for their needs.
2 votes -
Timeout codes for Web Services and WWW Nodes
When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.
2 votes -
Better Text to Speech Functionality
Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.
2 votes -
2 votes
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Ability to assign more than one web service to an event
Many APIs require an initial authentication call in order to make the main API request, which requires two API calls for an event.
2 votes -
Access to web service responses for agent scripting
Currently there is no way to get return data out of a web service to be used in an agent script.
2 votes -
2 votes
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Access to debug logs for web services and agent scripts
Troubleshooting would be made easier with access to the debug results for web services and agent scripts
2 votes -
The ability to set up certain skills/queues from allowing transfers
We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. It would be much easier if there was a way to set the skill to not allow transfers.
3 votes -
RCV and RingCX Integration - Escalation/Queuing of video calls
It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
8 votes -
Embedded agent in Oracle Service Cloud (OSC)
Some customers are using the web application of Oracle Service Cloud for the contact center. RCCC does not offer an embedded agent for OSC web application.
1 vote
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