1071 results found
-
Digital Inbox Improvements
If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer…
2 votes -
Auto-Population of email address in DFO Agent
Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.
This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.
1 vote -
Limited Extensions should be available on InContact/MAX Company Directory
Limited Extensions in RingCentral platform should be available on InContact/MAX Company Directory.
This will allow us to Transfer call from one Department to Another.
6 votes -
Hearing Impaired Solutions for Contact Center
Hearing impaired solutions for Contact Center. Need a way for the hearing impaired to easily use the integrated softphone and all other Contact Center interfaces. Ideal solution would be for Closed Captioning, with a wide range of options, to work seamlessly with existing Contact Center solutions. Hearing impaired users will need the ability to read what the caller is saying, as well as any audio sounds that need converted to a hearing impaired solution and/or Closed Captioning of some kind.
1 vote -
Allow 911 notifications to be tied to specific Call Queues or Sites\Markets\Regions
Right now the 911 notifications are an all or nothing approach. We have sites across the US and teams that handle each one separately. I would like the ability to tailor the 911 notifications to the teams that handle each region vs. have them receive ALL the notifications.
4 votes -
Direct agent routing / prefered agent
We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.
Use case : account manager would be the prefered agent based on the customer who call.
At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature…3 votes -
CRM Task Automation
A Menu that allows you to Automate CRM Task, No code Bi Directional Sync. Task like Adding a Note to the CRM, Logging a call, Updating a contact, Creating a case, Creating a Ticket in the CRM. The Event triggers for the task should be selectable, events like inbound call, Outbound call etc..
Competitors are delivering this automated functionality, heres an example - https://support.talkdesk.com/hc/en-us/articles/201078959-Automating-tasks-in-your-Zoho-Integration.1 vote -
Allowing warm transfers from Ring Central desktop to the Contact Center
We would like to see Ring Central correct the issue with warm transfers from Ring Central application to the Contact Center (Nice). According to Ring Central support, there is no capability to do a warm transfer from Ring Central application to Contact Center. This is a major impact to our company since we want to make sure the member is guided to the correct location. Warm transfers also allow employees to pass on information, thus having the member constantly repeating themselves.
3 votes -
Integración con Hubspot
Integrar Contact Center con Hubspot
1 vote -
Additional Customer Data In Web Chat Summary
Customer would like the ability to have their customer's store number transferred into the summary tab of a web chat window along with the URL of the website the chat came from.
2 votes -
RingCX/RCO-MVP Enable Telephony Service (TAS Enable) with CC Exception
Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
• Caller ID Name (CNAM) is stripped off and not delivered to CC
• Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
• With TAS Bypass enabled Agents are not able to use RingSense for Phone and or…6 votes -
RingCX Analytics
Feature Request for RingCX Platform:
Request Summary:
The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):Dialing time – Total time agents spend dialing numbers.
Number of calls – The aggregate count of outbound and inbound calls made by agents.
Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
Number of contacts – The total number of unique contacts reached during the reporting period.
Number of interactions – A breakdown of all communication interactions…1 vote -
Custom Fax Cover Sheet
Please add the "Notes (optional)" field to any custom fax coversheet. At present, it only shows up on the templates provided. Once a custom coversheet is uploaded, the field disappears. Senders need to be able to add notes/comments when they have their own Custom fax cover sheet.
2 votes -
combine Analytics page with Agent page- Less screens
Combine Analytics page with Agent page- Less screens
1 vote -
Engage Voice Call Recording
Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.
6 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.
9 votes -
RingCX Chrome App
The convenience of an installable RingCX Chrome web App would be great so it stays separate from the browser and does not get accidentally closed or lost by a user working with multiple tabs open.
2 votes -
International minutes bundle for CX
It would be helpful to have an international minutes bundle for RingCX.
5 votes -
RingCX Browser cannot be configured to split audio speech path and audio notification between headset and other audio device
Problem:
Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to headset. This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls.
Proposed Solution:
Audio Output Configuration:…
1 vote -
Warm Transfer Improvement
Currently if a customer is on hold while the agent is performing a warm transfer, and the customer hangs up, it hangs up the call for all parties. If the customer is placed on hold, and the agent is announcing the call to the other department/party, if the customer hangs up, it should not hang up the entire call.
3 votes
- Don't see your idea?