763 results found
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Integrate both RingCX and RingEX in Salesforce
Currently, we have CX and the CX dialer integrated in Salesforce. I have a new team that would be better suited for EX.
It would be helpful if both were installed.
7 votes -
Ability to manage the time frame or coverage of customer detail tab display of historical interaction data
Ability to manage the specific time range of historical interaction details to be displayed in the agent interface once a customer call comes in. As per resource it is currently set to 25 months. The customer wants history to only be showing at most a year coverage only.
6 votes -
Enable Simultaneous Calling for Queues
Currently there is no option within RingCX to have incoming calls ring agents simulataneously. It would be nice to be able to have this is an option within Queue routings so that it mirrors what customers get in the UC side.
As of now incoming calls go to all available agents one by one but would like to have all available agents being called at once for the one call first and having it picked on a first come first served basis (this will mean that this option will only be available if auto answer is off - to give…
2 votes -
Enable attached feature for fax without enabling File sharing
We disabled file sharing across the board as we did not want file sharing with any features. This may have affected the ability to add a document to the send-a-fax screen. How can I enable the attach feature for fax without enabling the file sharing feature? I am making some assumptions here, but please advise on a solution that would meet our needs.
2 votes -
Need a easy solution to update holiday for each call queue.
Need an easy solution to update the holiday for each call queue. It's taking more than 1 day to use the template to update the call groups. We can update the holiday time in one template and apply it to all, but we need to change the call-forward extension individually for each call group to the relevant store.
3 votes -
Custom Contact Nicknames
We should be able to give contacts nicknames that only the user can see. Simple, easy to implement, and great customization option in my opinion.
2 votes -
Ability to Initiate Conference Calls from the RingCentral App to a MAX Agent
At this time, the RingCentral App does not support initiating conference calls directly with a MAX Agent. Currently, there is no capability to merge calls between the RingCentral App and a MAX Agent. We would require this functionality to enable seamless call merging between the RC App and MAX for improved call handling and collaboration.
3 votes -
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Real time showing Calls spilt out will provide beter live monitoring
No way to choose just inbound calls under Real Timne Agent Options (See Screen shot)
2 votes -
Deailed Call log in RingEX for Transferred Calls from Contact Center
In scenarios where Contact Center agents perform a cold transfer to a RingEX call queue, the RingEX call logs only display the Contact Center main number as the calling party.
At this time, RingEX does not capture or display the individual Contact Center agent information for cold-transferred calls in the RingEX call logs. As a result, the specific agent who transferred the call is not visible once the call reaches the RingEX queue.
3 votes -
Severity Level- Display on the main view of the "My Case Portal" and on the "Case Details" Page within support portal
Severity Level- Display on the main view of the "My Case Portal" and on the "Case Details" Page within support portal. Today we are not able to see how a case is classified in terms of severity level. This makes it difficult to manage our expectations as customer in terms of SLA and general prioritization/urgency of any given case.
3 votes -
status no agent logged on by a hotline
if the status is no agent logged on by a hotline workflow, it would be good if the waiting time could be skipped and forwarded directly to an external destination, for example.
10 votes -
performance report - Call Result not tagged as abandoned if will transfer to another extension
Performance Report - Calls from queue will not be tagged as abandoned calls in the performance report if the call will transfer to another extension
15 votes -
edit callback time for callbacks
allow agent to edit the time set for a callback since miss clicks lead to not being able to dial the customer back.
1 vote -
Feature Enhancement Request: Outbound Caller ID Controls for RingEX Users
We are requesting enhancements to the Outbound Caller ID functionality within the RingEX platform to provide more granular control and flexibility for administrators.
Enhancement 1: Restrict CCRN Usage by Default
By default, RingEX users should be restricted from selecting CCNR (Contact Center Registered Numbers) as their outbound caller ID.
Administrators should have the ability to explicitly grant access to specific users or groups who are allowed to use selected CCNRs.
This will prevent unintended use of CCNRs by non-RingCX users and ensure better caller ID governance and compliance.
Enhancement 2: Allow Multiple Caller IDs in User Setting Templates
Currently, the…
8 votes -
Check previous log times
Have the ability to check previous total log in time, filter by dates to check total amount of hours connected
1 vote -
Updating Holiday Hours
Create an option where you can update holiday hours of operation for multiple Hours of Operation profiles/skills simutaneously.
We have over 50 different hours of operation profiles for our various skills and almost all of them are closed for the same 8 holidays each year, but currently the only way to update is adding each individual holiday to every skill individually, which is incredibly cumbersome and time consuming. If we had the ability to select multiple hours of operation profiles to add the holidays to at the same time, that would be incredible so that we only have to update…
12 votes -
Managing the Do Not Disturb feature in the RingCentral app and Admin Portal
Bring back the option to manage DND of each users and to have it edited as well in the User Template. Article: https://support.ringcentral.com/article-v2/3770.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=admin
6 votes -
RingCentral University
RingCentral should provide a report within the Admin Portal that allows account administrators to track whether users have completed training in RingCentral University. This data should be easily accessible to help ensure user adoption and engagement.
8 votes -
Include the Live/Connected Abandon Rate on the FTC Compliance Dashboard
On the FTC Compliance Dashboard, the Abandon rate being shown is the Overall Abandon rate - inclusive of Voicemails, No Answers, etc. In order to really be FTC compliant we really need to see Live Answer Abandon Rate (what is referred to as Connected Abandon Rate in the widgets in real time dashboards).
1 vote -
son de notification
La notification de l'arrivée d'un tchat n'est pas assez forte, est-ce possible de changer le volume de la notification
1 vote
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