1527 results found
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CallerID flexibility
We have a Central Office and many Satellite Sites, we need to enable a few specific staff members to be able to set their CallerID to any of the Satellite Sites, at the moment this is a site by site feature and needs to be a user feature.
2 votes -
ai to mitigate email integration
Customer wants for after the call to select a disposition, and for that disposition to automatically create an email with the AI notes of the call to send to the client. They basically want the AI-generated call summaries automatically inserted into the email body for each disposition following a call interaction. This would enable agents to promptly send these summaries via email to their callers.
1 vote -
Would like the ability to perform QM evaluations on reskill to reskill calls
Would like the ability to perform QM evaluations on reskill to reskill calls - both agents that are on a call internally
1 vote -
1 vote
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Feature Request: Super Admin Self-Service Contact Center Routing Change
Introduction:
This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.Current Situation:
Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.
Proposed Solution:
We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
Access a…21 votes -
Contact List
Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).
1 vote -
Outbound CallerID
Would like the customer to see the dispatcher's outbound caller id, based in the manual setting.
Currently: when driver on hold, still shows driver ID and not the manual setup that dispatch selected as their OBID, so call looks like spam to customer and they don't pick up.1 vote -
SMS Historical Reporting
Would like the the ability to see History of all texts sent and received from a specific dispatcher.
Today: you can pull by channel but not on an individual basis.1 vote -
Call Recording Retrieval Options
Create a widget in historical Reports to easily pull call recordings for the past few days.
1 vote -
Simplify Holiday Scheduling
Would like to be able to shift their queue schedules in a week to the next day when there is a holiday. Have already looked into business hours override, but would like a more simplified approach.
1 vote -
Separate Elapsed Times
Driver calls Dispatch, Dispatch calls customer, Driver hangs up. Need two separate elapsed times: One for driver and one for customer... another phrasing: when dispatcher makes secondary call, WM needs the elapsed time for the call with the driver and the elapsed time for the second call to the customer.
1 vote -
Keypad Pop-Up
Driver calls Dispatch, Dispatcher goes to call customer. Need the keypad to pop up automatically to allow less clicks.
1 vote -
API Update to show Customer's Phone Number
Ability to show the Customer's Phone Number on the dispatcher's screen when the driver calls. Looking for an additional RCX field to pull from the API to show the customer's number.
1 vote -
Exporting Agent Access Information
WM would like adhoc downloadable report with the following columns of data:
First/Last Name
Voice Queue Name
Rank Within Queue
Digital Queue Name1 vote -
Change Text Queue List Visibility
Ability to turn off or on list of text queues for dispatchers.
1 vote -
Instantly flagged for token renewal
The request is to instantly flag the need for token renewal. When a platform such as Instagram, Facebook does some update, the RingCX connected to it may be flagged of changes possible renewing the token from RingCX end.
2 votes -
Feature Request : Dialer: Fallback Handling if Agent Doesn’t Answer
Additionally, the customer requested the following feature:
If a broadcast-detected live answer is routed to an agent, and the agent fails to answer,
They want the call to be automatically forwarded to a RingEX AI Agent (or another fallback destination), instead of being missed entirely.
2 votes -
Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
Attachment limit increase
Increase the attachment limit for the customer and their clients to attach files more than MB
2 votes -
Block RingCentral App (EX) Calls While Agent Is on RingCX Call
Currently, when an agent is on a RingCX call, incoming RingCentral (EX) app calls can still come through, causing interruptions. This request is to enable call status sync in the reverse direction—so that when an agent is active on a CX call, their status is reflected in the EX app, and EX calls are either blocked or suppressed accordingly.
1 vote
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