1142 results found

1. RCX Co-Browse option to view other browser windows / tabs

   Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality

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2. Set separate Call Routing for Cordless Handsets

   Want to receive calls with 1 handset and other handsets that's paired to the same base should not ring and only function for internal calling.

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3. Feature Request: Manageability of Grayed-Out Fields in RingSense Integrations with Salesforce

   Request Summary:
   Customer has raised a concern regarding certain fields in the RingSense integration with Salesforce, specifically the isClosed field on the Opportunity object. They would like the ability to uncheck this field, as it is currently preventing the system from correctly relating tasks to open, active opportunities.

   Customer Query:
   The customer is testing RingSense with Salesforce and has noticed that some boxes, such as the isClosed field, are grayed out or cannot be unchecked. They are wondering whether this is a limitation due to their test license or if this behavior is the default for all users. The isClosed field currently pulls in closed opportunities, which is not desired as they need the system to relate tasks to open, active opportunities instead.

   Requested Feature:
   Allow the isClosed field on the Opportunity object (and possibly similar fields) to be unchecked or managed by users to provide greater control in task and opportunity management.

   Request Summary:
   Customer has raised a concern regarding certain fields in the RingSense integration with Salesforce, specifically the isClosed field on the Opportunity object. They would like the ability to uncheck this field, as it is currently preventing the system from correctly relating tasks to open, active opportunities.

   Customer Query:
   The customer is testing RingSense with Salesforce and has noticed that some boxes, such as the isClosed field, are grayed out or cannot be unchecked. They are wondering whether this is a limitation due to their test license or if this behavior is the default for all users. The isClosed… more

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4. Feature Request: Support for Corporate Directory and LDAP on Yealink T53

   Feature Request: Support for Corporate Directory and LDAP on Yealink T53

   Dear Product Team,

   I hope this message finds you well. I am reaching out to propose a feature request to enhance the compatibility of RingCentral services with the Yealink T53 BYOD device.

   Background
   Currently, the Yealink T53 is not supported for the Corporate Directory feature or LDAP integration in the RingCentral Admin Portal. This limitation creates challenges for customers using the T53, as they are unable to access centralized contact management capabilities. These features are available on the supported T53W model but remain inaccessible for T53 users.

   Feature Request
   I kindly request the addition of support for the following features on the Yealink T53:

   Corporate Directory Integration
   Seamless synchronization of contacts through the RingCentral Admin Portal.
   LDAP Configuration
   Enabling LDAP support for T53 devices via the Admin Portal to access external directories.
   Impact on Customers

   This enhancement will provide a consistent experience for T53 users, aligning with other supported Yealink models.
   It will reduce manual workarounds, such as manual contact uploads, and improve overall usability for organizations using the T53 as a BYOD device.

   Customers who are unable to upgrade to the T53W due to budget or inventory constraints will benefit significantly from this update.

   Feature Request: Support for Corporate Directory and LDAP on Yealink T53

   Dear Product Team,

   I hope this message finds you well. I am reaching out to propose a feature request to enhance the compatibility of RingCentral services with the Yealink T53 BYOD device.

   Background
   Currently, the Yealink T53 is not supported for the Corporate Directory feature or LDAP integration in the RingCentral Admin Portal. This limitation creates challenges for customers using the T53, as they are unable to access centralized contact management capabilities. These features are available on the supported T53W model but remain inaccessible for T53 users.

   Feature Request… more

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5. Give meaningful error message when trying to move number assigned to ring cx to inventory

   When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."

   This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.

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6. RCX - ability to disconnect the 3rd party when using transfer or requeue

   if a customer is having agent A on a call.

   Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

   the main request here is to let the initial party disconnect the 3rd party (agent A can disconnect agent B if it's a consultative requeue or transfer)

   if a customer is having agent A on a call.

   Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

   the main request here is to let the initial party disconnect the 3rd party… more

   7 votes

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7. Automatic Call Termination During Network Issues

   To ensure a seamless user experience, it is essential for the system to automatically terminate calls when a network issue is detected.

   Currently, when one party encounters a network issue, the call remains active but turns into dead air, leaving the other party unsure if the connection is still live. This can lead to confusion and disrupt communication.

   To address this, the system should be designed to immediately terminate the call for both parties as soon as a network issue is identified. This enhancement will improve clarity and avoid unnecessary speculation about the call's status.

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8. 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.

   5 votes

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9. Create Multiple Call Log Detail Settings

   In the admin center under reports and call log, there is an option for delivery options so you can have a report emailed to you. The problem is, you can only create one. There is no option to save a report and create more. What if I want to create a daily report, a weekly report and a Monthly report but they are all for different calls? There should be the ability to add multiple of these so I can setup multiple scheduled reports.

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10. Enhance reporting on system generated states

    In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of Base states (that show in the Base State column) that show as "(empty)" in the State column because of that limitation. Please enhance reporting on the states that cause all of this data to show as "(empty)" as well as making them map-able.

    In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of… more

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11. Unable to fast forward or rewind while listening to call recordings

    Ability to fast forward or rewind while listening to call recordings in RingCX

    4 votes

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12. Queue Answered seconds rate in RingCx Historical report

    Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one

    •  

    9 votes

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13. Allow for ability to add role restrictions to supervisor tool.

    Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call. Customer states that being able to monitor calls is how they train new employees, but they do not want new employees to have the above functions.

    They want to have the ability to restrict the supervisor functions to Monitor calls only.

    2 votes

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14. Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without being sent to voicemail.
    Observed Behavior:
    For direct transfers, calls are not returned to the queue or handled through alternative routing.
    Instead, these calls are sent to voicemail if unanswered by the recipient agent.
    Root Cause Analysis: The logic for voicemail handling in direct transfer scenarios does not honor the global "Enable Voicemail on Transfer" setting, leading to an unintended fallback to voicemail.
    Proposed Technical Solution:

    Routing Logic Update: Modify the direct transfer handling logic to ensure that the "Enable Voicemail on Transfer" setting is applied uniformly across all transfer types, including direct transfers.
    Behavioral Adjustments:
    When "Enable Voicemail on Transfer" is disabled:
    Calls should continue ringing until disconnected by the caller.
    Optionally, a configurable timeout should allow redirection to a queue, group, or fallback destination if unanswered.
    When "Enable Voicemail on Transfer" is enabled, maintain the current behavior of routing to voicemail if unanswered.
    Configuration Dependency: Ensure the behavior respects existing fallback and routing configurations defined in the admin portal, such as overflow and no-answer handling settings.
    Technical Benefits:

    Consistency: Aligns direct transfer behavior with system-wide voicemail configuration settings.
    Flexibility: Enables admins to manage call flows more effectively and reduce voicemail dependency.
    Customer Satisfaction: Resolves confusion and frustration caused by perceived configuration discrepancies.
    Implementation Considerations:

    Backward Compatibility: Ensure that the proposed changes do not disrupt existing configurations or workflows for users relying on current behavior.
    Testing Requirements: Perform extensive QA testing for various transfer scenarios (e.g., direct transfers, blind transfers, attended transfers) to confirm expected behavior across all cases.
    Performance Impact: Evaluate any potential latency introduced by new routing logic, especially in high-volume environments.

    Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without… more

    2 votes

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15. Ability to do Screen Recording / Standalone Screen Recording

    Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

    14 votes

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16. Name or number of the RingCX user should show as caller ID if they call RingEX internally

    Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

    2 votes

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17. Ability to transfer RingEX calls directly to RingCX Users

    To have the Ability to transfer RingEX calls in RC app directly to RingCX Users

    3 votes

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18. Option to receive Reports with just the file name

    Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

    4 votes

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19. Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard

    Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which users are currently associated with specific skills or queues.

    Queue Activity Monitoring:

    Visualizes real-time call volumes for specific skills or queues, including calls currently waiting in queue, maximum wait times, and SLA breaches.
    Presents queue statistics, such as active agents, occupied vs. available agents, and average handling time (AHT) for the queue.

    Queue Intervention (Call Grab) Capability:

    Supervisors or agents with permissions can manually grab calls from specific queues to handle high-priority or time-sensitive interactions.
    This feature would prevent SLA breaches and improve overall customer service efficiency.

    Custom Alerting and Notification Mechanism:

    Triggers alerts when certain thresholds are reached (e.g., queue wait time exceeds X seconds, SLA at risk).
    Real-time notifications for critical states such as when no agents are available or calls have exceeded a set maximum wait time.

    Use Cases:
    Supervisors need real-time insight into agent availability and queue status to allocate resources efficiently during high call volume periods.
    Agents with permissions can directly intervene and grab calls from queues to assist during emergencies or high SLA risk situations.
    Queue alerts help prevent SLA breaches by alerting supervisors when intervention is needed.

    Expected Business Impact:
    Reduced SLA breaches by empowering agents and supervisors with real-time queue insights and manual intervention capabilities.
    Improved customer experience with faster response times and dynamic queue management.
    Operational efficiency gains by consolidating multiple monitoring and action interfaces into one streamlined dashboard.

    Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which… more

    3 votes

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20. 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

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