1527 results found
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On Hook Mode WITH "hot" connection always on
On Hook Mode WITH "hot" connection always on.
Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.
Currently:
If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related).…5 votes -
End Call Tone (RingCX/Salesforce)
When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.
6 votes -
RingCX Voice Queue Priority and Agent Rank
Have RingCX Voice Queue Priority and Agent Rank work at the same time. RingCX Tier 3 mentioned "Pretty sure i'ts not going to work regardless of who is assigned to what queues. They can't use queue priority and agent rank together" this does not make any sense as queue priority and agent ranks have different purpose.
1 vote -
The limitations of CX Historical Reports only allows one filter to be used instead of filtering per row
The limitations of CX Historical Reports include the inability to apply multiple filters per row, as only a single global filter can be used. Additionally, there is no option to extract custom fields report directly from the agent script.
It would be a significant improvement if these capabilities were enhanced to allow more granular filtering and better access to custom script data.
1 vote -
RingCX Call Details "Call Termination by Agent or Caller"
It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting
53 votes -
Hold time
When you place a client on hold we need an option to see the time that we have on hold.
7 votes -
Dismiss "To start your agent session, connect to RingCX" on keypad
Need the ability to dismiss this message on the RingCentral client when the CX integration is enabled. See attached screenshot for the message I'm referring to.
2 votes -
RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage
Problem:
• Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.Current Behavior:
• RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
Routing options are limited to static configurations based on time, IVR selections, or specific call…5 votes -
shared personal contacts
To enable automatic sharing of saved personal contacts with all company employees without requiring file uploads or directory integration.
1 vote -
First Call Resolution report
Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.
1 vote -
Call Queue Overflow in Alphabetical Order
Requesting Call Queue (Overflow) - Route calls to members to add an option for "Alphabetically Order"
1 vote -
Robust Realtime Native Guidance/Analysis (Agent Assist)
- Agent Assist check list of required speaking points for every call
- Unique check list options for each ACD skill
- Required items to be addressed on every interaction by agent, checked off when complete
- Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
- Flag to supervisor when check list items not completed during interaction – alert
- Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
- Enhance this with smart prompts that are similar to the original dynamic trigger provided…
12 votes -
Make Agent Assist features easier to access
The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)
10 votes -
Set Recording delivery as MP3
Have an option to Set Recording delivery as .MP3 instead of just .WAV
1 vote -
Company/Personal EX Contact Phonebook
I would like to suggest that we have the ability to access Company/Personal EX Phonebook in Ring CX, so calls come from the Contact Center number.
This would be useful for CX Agents as they do need to make outbound calls to Branches & Suppliers.
2 votes -
Bulk edit option for queue events
Ability to bulk edit queue events setting.
1 vote -
SMS for missed calls
Ability to send SMS for missed call in RingCX
1 vote -
Outbound WhatsApp within RCX agent UI
As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.18 votes -
Addition of SIP Status Codes to CDR Reports or API Download
To enhance call center performance assessment and transparency, it is requested that SIP Status Codes be added to CDR reports or made available for download via API. This feature would enable better analysis of call data and provide valuable insights into call outcomes.
4 votes -
Add Robocall filter
RingCentral should add robocall filtering to CX. I was told it happens on the EX side, but it's not happening in CX. We're getting robocalls that hang up right after they are dropped into our queue, and that's causing our abandoned rate to spike.
2 votes
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