1197 results found
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Real Time Inbound dashboard widget - Need to include Callback request count
Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.
It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.
3 votes -
Retrieve call logs in service.ringcentral.com for more than 12 months
cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.
11 votes -
Show Original callers number when Transferring calls to Contact Centre
Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in
21 votes -
Restrict my agents from seeing the "New messages" inbox
Restrict my agents from seeing the "New messages" inbox
- I need your help in restricting my other agents from seeing the "New messages" inbox. See attached screenshot
- We only want agents who are assigned to chat to see chat messages. No specific other reason than that
- We want to pick which team members can access the messages.
1 vote -
RCX RT Dashboard to Show Individual Caller Hold/Wait Time
Wallboard that will show how long each call has been in a queue individual hold time
and will show the total queued time for each caller.1 vote -
Payment Processing
Many companies now offer Payment Processing as part of their services via Secured Payment Links. This will help current RC clients and provide RC for another stream of revenue. An integration would be acceptable as well.
2 votes -
RingCX ADMX template for browser group policy
RingCentral implementation to give a RingCX ADMX template for browser group policy template which has the necessary allowed protocols in the browser for security lock
3 votes -
CNAM for RingCX Parallel Dialing
Current Behavior: When configuring Parallel dialing to display the DNIS as "Outbound Caller ID," the CNAM associated with the specific DNIS number does not appear on the receiving RingEX User's phone. Instead, the RingEX mailbox CNAM is displayed.
Desired Improvement: It would be beneficial if the actual CNAM of the DNIS number were shown on the receiving RingEX User's phone.
1 vote -
Quick Reply button on Automatic Messages
Impliment ability to output quick reply button on chat channels for automatic message - it is already implimented in the smart close flow where a user can click 'Yes' or 'No' post chat
https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies/
1 vote -
RCCC Callback Enhancement Request
Today, the callback feature does not perform any detection on the far end meaning that the agent is passed a ringing phone, busy, etc. What the previous CallBack solution would do was get the customer on the phone and only pass to an available agent once the customer answered. This way the agent is not wasting their time listening and/or getting an answering machine passed to them, only a live voice.
4 votes -
Alarm System with Cloud Phone Line_ BT Account
Need to connect an Alarm System to the BT Cloud phone account
1 vote -
Directory Button
Directory tab to easily see other agent status and how many agents are available to take a call in a queue even before hitting transfer button so we can set proper expectations to customer.
1 vote -
Assigning an administrator for Cost Centers
As per article https://support.ringcentral.com/article-v2/8211.html?brand=RC_US&product=RingEX&language=en_US, "Admins can create a hierarchical structure of billing codes that reflect their organization by department or location and RingCentral account, and allocate incurred expenses to better understand and assign costs."
The only workaround is to set a role that has access to the Billing tab and Cost Center. We don't have an option yet for assigning an administrator to a specific cost center.
2 votes -
Agent to Agent Transfers in SMS and Engaged Digital Messaging
Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).
2 votes -
Skills Based Routing in RingCX Analytics
Customers who are leveraging skills based routing would want to be able to report on that within the RingCX Analytics Historical Reporting, to report on how calls are being distributed.
2 votes -
Historical Dashboard Report Schedule
Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.
3 votes -
Support Arc Browser
Support Arc Browser when trying to submit RingCentral Ticket
1 vote -
RingCX Queue Event- Alarm Notification "send to device"
It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…
6 votes -
custom reports in engage digital
Ability to create custom reports to recreate certain reports with added data
1 vote -
CxOne Agent -Directory list not automatically displaying
When one clicks on the directory name – the list does not display. The user has to click into the search bar and hit enter to have the list displayed for that directory. Unlike in MAX where all are listed a directory is selected
1 vote
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