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  1. Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

    SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

    FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
    Ability for each client using the service to be able to personalise their own SMS messages to…

    6 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  3. It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    35 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  4. After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    41 votes

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  5. Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:

    1. Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.

    2. Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.

    3. Any other pertinent information to be included (i.e. number of incoming caller, etc.)

    15 votes

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    0 comments  ·  RingCX  ·  Admin →
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  6. Add a feature to enable RingCX Dialer notifications when a lead list has been completed.

    Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.

    4 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  7. Key Components:

    Time Display:

    Clearly show the sign-in time for each agent in the local business timezone.
    Use a consistent format (e.g., HH AM/PM) for easy readability.

    Visual Indicators:

    Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
    Provide tooltips or hover-over info for additional context.

    4 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  8. if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.

    the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .

    10 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons

    10 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"

    Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means

    5 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying…

    18 votes

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    1 comment  ·  RingCX  ·  Admin →
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  12. RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    5 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  13. RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,…

    6 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  14. Intuitive and self service IVA setup

    8 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  15. RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

    Key Points:
    1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

    1. Presence Integration: Leverage the user presence feature to reflect an…

    5 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. We need to generate a report that shows numbers that have SMS enabled but not assigned to a campaign.

    We can currently generate a report that shows a number's SMS capability and we can check the numbers if they are associated to an SMS campaign or not but not an actual report that would show both

    5 votes

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    New  ·  2 comments  ·  Admin Portal  ·  Admin →
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  17. Suggestion is to offer simultaneous ring capability in RingCX, similar to what is available in the MVP call queue. In RingCX, the current routing options are Round Robin, Sequential, Percent Allocation and Geo Location.

    24 votes

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  18. Have a detailed report for Admins to have a Supervisor Activity Report.

    In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.

    4 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  19. The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).

    9 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  20. 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.

    11 votes

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    0 comments  ·  RingCX  ·  Admin →
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