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1306 results found

  1. CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL

    Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time

    11 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Allow Multiple Agents to Save Disposition Notes Separately in Salesforce During Call Transfers

    When a call is transferred internally, the agents are unable to save both sets of notes when dispositioning the call. The notes from the first agent are replaced by the notes from the second agent.

    Steps to Reproduce:
    • The receiving agent shared the SFDC link with the previous agent (The agent who's transferring the call) to allow them to leave their notes.
    • The second agent, who received the call, then entered the disposition note within the Phone App on Salesforce.
    • However only the second agent's note will be left saved in Salesforce

    Background:

    • The Phone app…

    13 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  3. Easier Contact Centre Management Solution

    Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.

    12 votes
    New  ·  1 comment  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  4. Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps

    when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...

    9 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Filter for Supervisors and Agents

    Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.

    13 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Allow Using the Hold Button on the Desk Phone

    Need to be able to use the Hold Button on the user Desk phone for RingCX call backs

    -hold button on desk phones works properly for everything except for RingCX callbacks
    -current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files

    36 votes
    Future Consideration  ·  5 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.

    The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.

    8 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Enhance Agent States

    Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    45 votes
    Future Consideration  ·  2 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  9. "My caller ID" dropdown should be searchable

    "My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.

    My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.

    Thanks!

    16 votes
    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. SayVAR Node: Option To Save Text2Speech As Audio File

    The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.

    As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.

    13 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries

    I would like to suggest a couple of feature enhancements to simplify the use and management of the following:

    • Phonebook (Agent Tools and Voice queues and skills)
    • Special ANI (Voice queues and skills)
    • Blocked ANI (Channels)

    1. Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.

    2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had…

    15 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?

  12. Enhancement Request to show all extensions in the Corporate Directory

    At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.

    We would like to be able to see all extensions available to us in the corporate directory when transferring calls.

    11 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Agent States Transition

    Agent States Transition report presented as a bar graph, displaying the duration and frequency of each status.

    8 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Dedicated phone number or menu option for CX partner support

    You need either a dedicated phone number, or menu option to get to RingCX support.

    It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.

    7 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. Enable Call Controls in RCX Agent UI when dialing Mobile Numbers

    When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

    21 votes
    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. Dark mode feature

    We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.

    26 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Improvement with the CX queue voicemail options.

    CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.

    11 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  18. We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick

    We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling

    7 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Support for Locking of Workflows to Prevent Changes

    We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…

    8 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Sending fax messages in RingCX

    Customer would like to add the fax feature in RingCX.

    7 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
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