50 results found
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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.
2 votes -
Integrated scripting on digital queues
I would like to see integrated script support in digital queues (specifically Live Chat / Messaging) within RingCX.
Current Behavior:
Integrated scripts are available for voice queues, allowing agents to see contextual CRM data (such as a customer account link or customer identifier) within the agent interface during an interaction. However, this functionality is not available for digital/messaging queues. Scripts configured in Script Designer / Script Studio do not surface in the agent panel for digital interactions.Requested Behavior:
Extend integrated script support to digital queues so that agents handling Live Chat interactions can access the same CRM context they…4 votes -
Ability to assign scripts at Agent level
Ability to assign scripts at Agent level, currently can assigned at Queue and Campaign level only but I have had an ask from a customer who would like to select certain Agents only across multiple queues who can offer the post call survey to their customers.
1 vote -
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
1 vote -
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 -
Ability to remove dispositions from skills in bulk
Recently, I was tasked with finding and removing 4 call dispositions from 63 individual skills. These had to be filtered manually on each call skill then removed (thankfully I could remove all 4 from each skill I interacted with in one go). This took me some 4hrs to complete between issues with navigation, filtering and a few instances of not saving so having to repeat the steps. The loading time between pages of dispositions was also a major factor.
This is terribly inefficient and rather counter intuitive as I can see the skills a disposition is assigned to but cannot…
1 vote -
Call Logs enhancement for OB faxes
Our goal is to capture the latest status directly within our application.
This is particularly important because:
If a fax fails, we would like to automatically resend it from our application.
In cases where the fax number is incorrect or the recipient’s fax machine is turned off, the status often shows as "Unknown" (e.g., when the receiving fax machine is busy or unresponsive).
Having a webhook or direct API endpoint would help us handle such scenarios more efficiently and provide timely feedback to our users.
As a fallback, could you also confirm whether "Unknown" statuses can be further differentiated (for…
2 votes -
Viewability Improvement
Expand the size of this table, there is so much free space and it's very different having to manually expand each cell to view the full text.
PLEASE
2 votes -
FIX YOUR BULK EDIT.
FIX YOUR BULK EDIT.
A bulk edit of queues doesn't maintain the Abandon Time and SLA Time. It resets the values to 30 seconds even though the bulk edit mode shows Multiple Values are in those fields. Just leave them what they were.
2 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 -
Feature Enhancement Request: Simultaneous Ring Support for Multiple Concurrent Calls
Description:
We are requesting an enhancement to the current Simultaneous Ring functionality in the RingEX system to support true simultaneous ringing for multiple concurrent incoming calls to a main number.Current Limitation:
The current implementation of Simultaneous Ring only supports one active incoming call at a time.
When multiple calls arrive simultaneously, the system only rings agents for the first call.
The second call is only offered after the first call is answered, creating unnecessary delays and longer hold times for other callers.
Customer Use Case & Concern:
The customer’s main number is configured with Simultaneous Ring to multiple agents…
7 votes -
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 -
Overflow Group Display Settings
Customer would like to have a feature where in the display settings of initial call queue will be reflected if the call was transferred to overflow group if the maximum wait time is reached.
2 votes -
Bulk download all devices and digital lines
Option to bulk download all devices and digital lines so customers don't need to contact us if they need to retrieve the file
2 votes -
RCEX - Ability to choose a queue to answers call from
Ability for the agents added to multiple queues to choose which queue will they answer calls from. Other than just accepting the queue.
2 votes -
Automatically Add and/or Remove Shared Voicemail Extension
Option to add or remove the user shared voicemail if they are out of office
2 votes -
desk phone label name
Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.
5 votes -
Call Queue Overflow in Alphabetical Order
Requesting Call Queue (Overflow) - Route calls to members to add an option for "Alphabetically Order"
1 vote -
Transfer Analytics
I would like to see the number of transfers and who a transfer goes to in the Analytics tab. Currently, you need to go into the Analytics tab, go to Performance Reports > Calls, and click on the individual call to see what occurred. I have to manually sort through all of this data now to see how many transfers are coming from our Operator Queue and where they are going.
6 votes
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