1197 results found

1. ringcx analytics restrict

   Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.

   This is an issue as Admins should not be able to see other departments data via report.

   5 votes

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   Future Consideration  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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2. Feature Request: Super Admin Self-Service Contact Center Routing Change

   Introduction:
   This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

   Current Situation:

   Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

   Proposed Solution:
   We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
   Access a dedicated section for managing Contact Center routing, Select North America as the desired routing destination for example.

   Implement the change with a clear confirmation message. This confirmation message should explicitly state that the change modifies routing behavior.

   Benefits:
   Increased Efficiency: Super Admins can make routing changes independently, without waiting for support.

   Improved Customer Experience: Faster routing to North American agents ensures a seamless experience for customers.
   Reduced Support Load: Frees up RingCentral support resources for more complex issues.

   Security Considerations:
   This permission should be exclusive to the Super Admin role to maintain control over routing configurations.

   Implement a confirmation step with a clear warning message before finalizing the change to prevent accidental modifications.

   Consider an audit log to track routing changes made by Super Admins, located within the Security section of the Administration tab.

   Conclusion:
   Granting Super Admins self-service access to modify Contact Center routing to North America would significantly improve efficiency and empower them to manage routing configurations independently. This aligns with the goal of providing a seamless and responsive experience for both Super Admins and their customers.

   Additional Notes:
   This feature aligns with the concept of Role-Based Access Control (RBAC), granting specific permissions based on user roles.

   The proposed location for the setting under Advanced Settings reinforces the idea that this is an optional configuration not enabled by default.

   Introduction:
   This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

   Current Situation:

   Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

   Proposed Solution:
   We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
   Access a… more

   17 votes

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   1 comment  ·  Admin Portal  ·  Delete…  ·  Admin →
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3. Mobile app as endpoint of RingCX

   When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.

   Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.

   6 votes

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   Under Review  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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4. Show the entire message and not strip away an email thread and only leave the newest message

   This account would like to have the ability to view the entire email thread and not only leave the newest message.

   3 votes

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   New  ·  0 comments  ·  RingCX Digital Only  ·  Delete…  ·  Admin →
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5. Logs that will show why the agents were logged out from the RingCX portal

   The customer would like to have logs that will show why the agents were logged out from the RingCX portal.

   3 votes

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   New  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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6. Pin admin navigation menus

   Need the ability to either pin open sub navigation menus, or have them expend under the navigation menu like ring ex.

   Example screenshot of the sub navigation menu that I'm referencing above.

   •  

   4 votes

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7. RingCX Call Details "Call Termination by Agent or Caller"

   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

   37 votes

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   Planned  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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8. CNAM display in RingCX Real Time Dashboard

   Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

   4 votes

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   Needs More Information  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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9. RingCX -- Ability to default "Stay On Call" either on or off

   We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

   21 votes

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   Under Review  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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10. RingCX able to park calls similar in Ring EX

    in RingEX, agents have the ability to park customers in order for agents to be efficient when accepting calls. It would be better if RingCX has this feature as well.

    2 votes

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11. Schedule reminders in WFM for Contact Center

    Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.

    6 votes

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12. Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.

    We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    15 votes

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    Under Review  ·  4 comments  ·  RingCX  ·  Delete…  ·  Admin →
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13. Agent level digital signature modification capability

    Add signature modification ability to Agent UI or a separate Agent-oriented "My settings" screen with administrative flag to enable and disable the option for the agent to modify the signature.

    8 votes

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14. Wrap Time / After Contact Work

    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.

    43 votes

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    Future Consideration  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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15. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

    Use Case:
    A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

    This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

    Proposed Enhancement:

    Diagnostic Tools for Upload/Management Testing:

    Admin Panel Visibility:
    Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
    Detailed Error Logging:
    Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
    The specific lead IDs that failed to upload.
    The error type encountered (e.g., network failure, internal server error, missing data).
    The list or campaign where the failure occurred.
    Error Resolution Suggestions:
    Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
    Lead State Monitoring:

    Lead State Consistency Check:
    Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
    Lead Activity History:
    Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
    Automated Testing for Lead List Transfers:

    Pre-Transfer Validation:
    Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
    Post-Transfer Confirmation:
    After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
    API Enhancements:

    Lead Search and Fetch Enhancements:
    Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
    Enhanced API Feedback:
    When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
    Testing Environment for RingCentral Tech Support:

    Sandbox for Lead Management:
    Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
    Automated Monitoring and Alerting:

    Real-Time Monitoring:
    Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
    Customizable Alerts:
    Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
    Benefits:

    Increased visibility and control over lead uploads and transfers.
    Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
    Enhanced troubleshooting and faster resolution for technical support teams.
    Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
    Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
    This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

    4 votes

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16. To filter the report for "Today" and be able to select a specific time range.

    To have the ability to generate a report for "Today" and select a time range users desire.

    3 votes

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17. AI generated call notes/summary be sent to the ZOHO contact record that was called

    Our customer requests the integration of AI-generated call notes and summary features from the RC App with their ZOHO CRM.

    3 votes

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18. RingCX custom report that includes actual message in digital email.

    A custom report that provides data on how the agent responded to the digital email. Must include the actual message sent.

    2 votes

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19. receive 2 calls

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

    11 votes

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    Needs More Information  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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20. Send an SMS to customers informing them we are unable to call them back

    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 their customers.

    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… more

    6 votes

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