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1472 results found

  1. Native Integrated Virtual Agent (digital & voice)

    Intuitive and self service IVA setup

    8 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  2. Add Session timeout for RingCX user

    For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.

    Bare minimum would be a session timeout applied to all user on RingCX.

    A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
    Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.

    12 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Give meaningful error message when trying to move number assigned to ring cx to inventory

    When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."

    This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.

    3 votes
    Needs More Information  ·  1 comment  ·  Admin Portal  ·  Admin →
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  4. Add Global Hotkeys

    The RingCentral Windows OS desktop app does not have the ability to use or set global hotkeys to do tasks such as answer or end calls. This would be extremely helpful to have the ability to answer or end a call no matter what active window I'm in so I don't have to fumble around to find the active RingCentral window to answer or end a call.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  5. Call journey report for RCX

    Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    38 votes
    Planned  ·  2 comments  ·  RingCX  ·  Admin →
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  6. RingCX Alerts Enhanced Functionality

    The current RingCX Admin Alerts would be even more powerful if they had the following enhancements

    *Condition to trigger once per occurrence or condition to trigger until event goes below level ____

    **In the Alert programming offering easy selection to add ANI detail for an abandoned call

    ***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction

    These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.

    7 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
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  7. Email Notification with details

    IP address, store location (customer) and display chat transcripts for all the chat interaction will be send to the clients email address. Since this is the current set-up of the customer.

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  8. sale dropdown option

    in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Ring When Emails and Chats are Transferred

    Ring Central does not currently ring when an email or a chat is transferred to another team member. I would like to see ring central implement the ringing functionality so that the user receiving the transfer is alerted to the new email or chat.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  10. Dark Mode for Contact Center

    Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!

    7 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  11. Prioritized Internal Transferred Call Over External Calls When There Are Calls Waiting In Queue In RingCX

    Customer wants to prioritize internal transferred calls over external calls when are there calls waiting in queue so that the calls from their internal agents can be answered immediately in RingCX platform.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. RingCX | Add a conference button on the RingCX App

    Currently, the only way to conference a call in RingCX is by clicking the "Transfer" button. However, the customer has requested the addition of a dedicated "Conference" button.

    The concern is that "Transfer" implies handing off the call to another person, whereas their intention is to have someone join the ongoing call to discuss matters together — making it a true conference call, not a transfer.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Sort Call Back Feature based on Caller's Timezone Requested

    Customer requested that when their clients call in and are given the option to request a call back, they need these requests sorted by timezone so the agents only call people during working hours in their respective timezone.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. RingCX Voicemail to Digital Queue

    Currently, voicemails can only be sent to an email. This means any voicemails left have to be handled separate from the RingCX application unless an Email channel is configured to receive these voicemails.
    We need an easier way to route voicemails left on voice queues to a group of agents. This would make it easier to ensure all voicemails are handled, and allow for equal distribution of voicemails to the group.

    7 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  15. we would love to see this in future releases, especially in the case of running multiple outbound campaigns on the predictive mode. It would

    we would love to see this in future releases, especially in the case of running multiple outbound campaigns on the predictive mode. It would be nice to just have a large pool of agents all logged in to the same mix of campaigns rather than splitting up the team, that way the outbound traffic has that natural flow along with the inbound traffic, as if being logged into multiple inbound queues. This would assist in removing some of the seams in the workday and allow agents to stay fresh on all of our products, rather than having to learn to…

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. AI Optimal Routing based on Last Agent Sentiment, Disposition, etc.

    Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…

    26 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  17. RingCX Multi Channel Interaction Console “Live Interaction Management”

    RingCX Multi Channel Interaction Console “Live Interaction Management”

    It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.

    18 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  18. The ability to look up a contact card based off the criteria on their contact card. IE; search all contacts under a specific company.

    The ability to look up a contact card based off the criteria on their contact card. IE; search all contacts under a specific company.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  19. RingCX Dashboard Overview

    User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)

    Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  20. bypass hours on internal calls

    • would like internal calls to bypass user hours
    • Clients also call users directly and follow user hours
    • On after hours they do internal calls and being routed to voicemail

    Proposed solution
    - If you go to my extension, after hours there should be an option to either send to voicemail or internal calls send to phone

    4 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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