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  1. Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…

    10 votes

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    0 comments  ·  Other  ·  Admin →
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  2. We would like to get/run a report to determine who is riding/staying to transferred calls.

    3 votes

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  3. It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
    This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made

    2 votes

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  5. User wants to have a pre-assigned secure code for each of their users when they contact the RC support so they don't have to continuously need to receive a secure code via email.

    1 vote

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  6. Customer would like ability for agents to remain offhook but still be presented pop up for "answer/decline" call on inbound calls. There appears to be no current way to configure this scenario.

    1 vote

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  7. Customer would like TTA on inbound calls connecting to agents to follow "max accept" time set on queue and not length of "agent whisper" audio file.

    1 vote

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  8. Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
    For the customers, like us, that are SSO Only will there be a time when this will work with SSO?

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.

    Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.

    Customer is seeking the ability to deactivate workflows/IVRs themselves.

    1 vote

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  11. We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.

    Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.

    Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. It would be easier for the agents to select the correct disposition if they were arranged alphabetically, rather than in the order they were created.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Add historical call volume by day to the dashboard. Filter by any time frame for any team.

    2 votes

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  14. If using a Different User Extension to set up (like)a call queue group, and assigning a user who has a ring all setup (for example if the user has MS Teams and Deskphone), it will work if you call the user the "ring all" will work, however, if you include the user in a User Extension to set up (like)a call queue group, it will not ring both (MS Teams and Deskphone) and you need to add the each DL's of (MS Teams and Deskphone) to the call handling of User Extension to set up (like)a call queue group to…

    2 votes

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  15. The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.

    Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.

    1 vote

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  16. Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.

    8 votes

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    2 comments  ·  RingCX  ·  Admin →
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  17. As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.

    As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.

    It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…

    2 votes

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  18. Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
    Talkdesk example. - https://networktest.talkdesk.com/?lang=en

    1 vote

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  19. Include Teams in RingCX Digital side as it is only available for Voice only.

    We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  20. External alert (i.e. desktop notification) when agent has exceeded their lunchtime / training time etx.
    Use-case is if the agent was on lunch but sitting at their desk using another application and might not see the visual notification in the RCX UI

    4 votes

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