1080 results found
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Salesforce Integration: SLA Hit/Miss and SLA Answer Rate
It would be awesome to port the SLA Hit/Miss and SLA Answer Rate fields to Salesforce as this is our most important data point.
3 votes -
sale dropdown option
in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)
2 votes -
Add wrap up time for RingCX auto-dialer calls (Campaign)
Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).
Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.
3 votes -
RingCX Custom call routing on IVR for a specific date
This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.
This is a similar feature to custom rules in RingEX platform.
11 votes -
text-to-speech feature for the disabled
Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…
43 votes -
Read-Only Access For Real-Time Dashboard on RingCX
Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.
Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or…
2 votes -
Porting Numbers from Local Phone Provider in Japan or Korea to RingCentral
"I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
Unfortutately, it did not work.
I am wondering if there is any update on porting numbers in Korea and Japan."5 votes -
Automatically disconnect the RC App from Max Agent when call ends.
Automatically disconnect the RC App from Max Agent when call ends.
Completed calls in Max Agent when ended should also disconnect or end the RC App agent leg. Customer states that when calls are done in Max, users forget the they still have to end the connection in the RC App. If RC App is left alone and a user gets another call, next call will be auto answered.
2 votes -
Feature Request: Enable Admin Access to Configure SCP Parameter 1201
The customer is experiencing an issue where they are unable to receive faxes on numbers forwarded to a site. The resolution involves enabling SCP Parameter 1201: "Company/site FAX should follow company/site call rules". However, this feature is not currently available for the customer to enable directly via their Admin Portal.
Provide customers with the ability to enable SCP Parameter 1201 through the Admin Portal to allow them greater control over their fax configurations and avoid dependency on support for activation.
Customer Impact:
Inability to receive faxes as expected on site-forwarded numbers without support intervention.
Additional delays in resolving fax-related issues…2 votes -
ringcx reporting
The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.
• When a call goes to voicemail, it doesn't show up on the analytics report.
• When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and…
3 votes -
View DID number campaign attachments from Admin Portal
It would be useful to see either from a user perspective or a number perspective if the number is associated with a SMS campaign. Currently, if you need to remove a number from a campaign there is no way to know which one it is in. You have to search each campaign one at a time. Being able to see which campaign the number is attached to, or see if it is attached at all would be useful. That or provide the ability to add a number to a target campaign, even if it exists in an existing campaign.
4 votes -
Voicemail Notification Emails for Voice Queues with Text Transcripts
Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.
3 votes -
Ability to Export/Import on the email template, or a restore point.
The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.
3 votes -
SLA%
Add SLA % in the RingCX Historical Data Report, same formula with the one in Custom-Real Time Dashboard Tab. The SLA% doesn't match the Queue Service Level.
2 votes -
RingCX Alerts Enhanced Functionality
The current RingCX Admin Alerts would be even more powerful if they had the following enhancements
*Condition to trigger once per occurrence or condition to trigger until event goes below level ____
**In the Alert programming offering easy selection to add ANI detail for an abandoned call
***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction
These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.
4 votes -
Chat notifications in CX One
Currently an agent only gets one alert when a chat come in. There should be a series of alerts when a chat comes in similar t a phone call. Provide a list of tones that ring until the user is timed out. One alert increases the number of agent refusals.
2 votes -
RingCX Time Based Callback-in-Queue Offering
It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.
19 votes -
Add ability to pull call waiting in queue
Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…
18 votes -
Display User Extension Number When Transferring From RingCX To RingEX
Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.
Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.
5 votes -
Send another SMS to the same thread in RingCX.
To enable sending SMS messages to the same thread in RingCX, even if the recipient does not respond.
2 votes
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