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1197 results found

  1. Ability to Add Guam Phone Number - Currently Guam Phone number is not supported and we would like to request to support Guam Phone Number

    5 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  2. Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In…

    8 votes

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  3. When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.

    5 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Need the ability to export IVR Studio so they can be shared and imported.

    41 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Within QM, provide a more robust calibration report that shows each evaluator's scores/comments by question type with the variance. At this time, we have to run a separate report on each evaluator to see the variance but you cannot easily compare the evaluators for the most valuable calibration meetings.

    8 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  6. We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.

    5 votes

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  7. Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.

    4 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  8. 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

    7 votes

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  9. Problem:
    • Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.

    Current Behavior:

    • RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
    Routing options are limited to static configurations based on time, IVR selections, or specific call…

    4 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

    6 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  11. System schedules accessible via Queues, channels, IVRs.

    Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.

    18 votes

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  12. 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,…

    8 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  13. We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

    70 votes

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    Under Review  ·  15 comments  ·  Other  ·  Admin →
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  14. The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)

    8 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

    3 votes

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  16. Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    8 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  18. RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    15 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. To enhance call center performance assessment and transparency, it is requested that SIP Status Codes be added to CDR reports or made available for download via API. This feature would enable better analysis of call data and provide valuable insights into call outcomes.

    3 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  20. 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.

    5 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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