914 results found
-
RCV video link in RCX Customer Card
When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
This could either be in form of a summary or posting the link to the RCV recording.
Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.3 votes -
Ability to force users to use the web browser version only and never offer to download and install the desktop app
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
4 votes -
Press Enter to Call in Max Agent
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.
5 votes -
RingCX voice recording
Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.
3 votes -
CNAM feature for Canada
We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.
12 votes -
RingCX Digital internaction - Inbox mode - Tag or mention internal users
RingCX Digital internaction - Inbox mode - Tag or mention internal users
(Similar to Front's feature) -
-Shared inbox/folder.
-All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
-Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users3 votes -
Adding Alert in RC Dashboard Contact Center
We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.
4 votes -
Pulse for RingCX & RingSense for RingCX "Word Alert"
Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available
9 votes -
Shared Contacts
Shared Company Contacts should be easier to integrate and manage. The CSF management is too cumbersome. Requiring the country code in the phone number is a non-starter for us.
Would like to see an API and Zapier to External Shared Contact management/syncing.2 votes -
Add Email template Tags for Customer Name, and notes to be automatically included in email templates
When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.
It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.
2 votes -
Search recordings by not only Date range but also include a time range
Finding a call when you have just a date there is constant scrolling / next page presses to locate a desired call, you should be able to limit the results to also include time in the start and end dates.
2 votes -
tone when transferring call
Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.
4 votes -
Automatically change the status to Wrap during wrap-up time in RingCX.
This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.
7 votes -
Admin Portal: "Automatic" or "Manual" desktop app update push for new releases
Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.
Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.
Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.
We have a monthly…
3 votes -
Increase the size of the reply box for an email
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 -
Increase character limit for RingCentral emails/ username to at least 79 characters
Currently, there's an email character limit for usernames in RingCentral MVP. This is a problem specifically when we need to enable Integration with Azure since Azure has 79 character limits and it causes issues with Teams Integration and provisioning.
2 votes -
Integrate RingEX Personal Contacts to RingCX Directory
The admins should have the ability to integrate the uploaded Personal Contacts in RingEX or their extension, and see the same set of contacts in RingCX Integrated Softphone
2 votes -
Integration with Jack Henry Symitar
Goal is to be able to integrate with Jack Henry Symitar to help Financial Services customers better utilize RingCX.
2 votes -
Add ability for Zendesk Widget To Search All Open Tickets
When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.
However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…
2 votes -
outbound dialer
When using RingCX Outbound dialer. The customer wanted to have an option to set the number of leads that will distribute to the user. Example 10 leads per user.
2 votes
- Don't see your idea?