763 results found

1. Sent to VM transfer Icon

   In Nice CX one agent searching a associate and selecting the corporate directory next to phone icon like option to transfer to voicemail. To clarify like to have two options one to call and another to transfer just to voicemail and not call the user.

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   19 votes

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2. In the new CX one agent and changing filter to just Corporate Directory nothing shows.

   In the new CX one Agent selecting from All to Corporate Directory no users show. Like to be able to change filter to use and select to make calls. The other filters works but not Corporate Directory.

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3. 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

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4. For training purposes - allow the trainee to listen to current calls being handles by the trainer - ex having two headsets linked to 1 call

   For training purposes - allow the trainee to listen to current calls being handles by the trainer - ex having two headsets linked to 1 call

   6 votes

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5. Option to Deprioritize or Pause RingEX Calls When Agents Are Logged Into the Contact Center

   We request an enhancement that allows Contact Center agents to deprioritize, pause, or block RingEX (UC) inbound calls while they are actively logged into the Contact Center platform.

   Currently, agents may receive simultaneous calls from both RingEX and the Contact Center. If a RingEX call is answered while a Contact Center call is incoming, the agent can be placed into a “refused” status, which may result in missed ACD calls, decreased service efficiency, and a negative customer experience.

   This functionality is especially critical for environments where agents handle both RingEX and Contact Center calls, as simultaneous call handling currently disrupts operations and impacts service quality.

   We request an enhancement that allows Contact Center agents to deprioritize, pause, or block RingEX (UC) inbound calls while they are actively logged into the Contact Center platform.

   Currently, agents may receive simultaneous calls from both RingEX and the Contact Center. If a RingEX call is answered while a Contact Center call is incoming, the agent can be placed into a “refused” status, which may result in missed ACD calls, decreased service efficiency, and a negative customer experience.

   This functionality is especially critical for environments where agents handle both RingEX and Contact Center calls, as simultaneous call handling currently disrupts… more

   3 votes

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6. 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

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7. record call on transfer

   Customer Law Office of James Scott Farrin (RCX # 38370001) would like RCX Queue's "Recording on Transfer" setting to pass recording control (pause/resume) to the REX user when RCX calls are transferred internally to REX user.

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8. Automatic Update of Email "From" Address After Skill Transfer

   Title

   Automatic Update of Email "From" Address Upon Skill Transfer for Agent Replies 📧

   Description

   Currently, when an email interaction is transferred from one skill/queue to another within the Contact Center environment, subsequent replies made by the agent in the destination skill default to the original skill's configured "From" email address.
   The desired behavior is for the system to automatically adopt the destination skill's email details as the default "From" address for all subsequent agent replies to that interaction.
   This change should take effect immediately when the agent opens the transferred email for the first time in the new queue and persist for all replies unless the agent manually overrides the selection. The identity used for outbound communication should logically follow the interaction's current context.

   Example Scenario:
   1. An email arrives in Skill A (configured "From" email: team-a@company.com).
   2. An agent in Skill A transfers the email to Skill B (configured "From" email: team-b@company.com).
   3. An agent in Skill B opens the transferred email to reply.
   4. Current Behavior: The "From" field defaults to team-a@company.com.
   5. Desired Behavior: The "From" field should default to team-b@company.com.

   Business Justification / Problem Solved

   This feature addresses a significant workflow inefficiency and potential customer experience gap related to skill-based routing and email identity management.
   1. Agent Efficiency: Agents in the receiving skill are forced to manually change the "From" email address on every reply to align with their team's designated contact channel. This adds extra steps and friction to every response in a transferred workflow.
   2. Brand/Identity Consistency: Using the wrong "From" address (the original skill's) creates inconsistent customer communication. This can cause confusion, prompt unnecessary follow-ups, or result in the customer sending replies to an inbox that is no longer actively managed by the correct support team.
   3. Workflow Integrity: When an interaction is transferred to a new skill, it signifies a change in ownership or specialization. The outbound communication identity must logically follow this transfer to ensure a clean, continuous context for the customer.

   Suggested Solution / Implementation Details

   The system logic determining the default "From" address for an email reply needs to be updated. The logic should prioritize the Skill/Queue Context of the interaction at the moment the agent initiates the reply, rather than defaulting to the original skill's context upon transfer.
   * Mechanism: When an email interaction is active in an agent's work queue (after transfer), the system must query the Channel/Email settings associated with the current active Skill/Queue to populate the default "From" address upon clicking 'Reply'.
   * Impact: This change will ensure that all post-transfer communication automatically uses the correct identity corresponding to the handling skill, streamlining the agent experience.

   Title

   Automatic Update of Email "From" Address Upon Skill Transfer for Agent Replies 📧

   Description

   Currently, when an email interaction is transferred from one skill/queue to another within the Contact Center environment, subsequent replies made by the agent in the destination skill default to the original skill's configured "From" email address.
   The desired behavior is for the system to automatically adopt the destination skill's email details as the default "From" address for all subsequent agent replies to that interaction.
   This change should take effect immediately when the agent opens the transferred email for the first time in the new queue… more

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9. Improve Email Audit Log Details

   Description:
   We would like to propose an enhancement to the Email Audit Log feature in RingCX. Currently, the audit log provides limited visibility into how emails are routed within the system. To improve transparency and troubleshooting efficiency, we suggest the following additions:
   • Requeue Destination: Clearly indicate where an email is requeued to, including the specific queue or user.
   • Disposition Details: Include the final disposition applied to the email (e.g., closed, escalated, transferred), so we can better understand the outcome of the routing process.
   These enhancements would significantly improve our ability to audit email handling, identify routing issues, and ensure compliance with internal workflows.
   Benefit: Improved clarity in email routing and disposition tracking will enhance operational oversight and reduce time spent investigating email flow issues.

   Description:
   We would like to propose an enhancement to the Email Audit Log feature in RingCX. Currently, the audit log provides limited visibility into how emails are routed within the system. To improve transparency and troubleshooting efficiency, we suggest the following additions:
   • Requeue Destination: Clearly indicate where an email is requeued to, including the specific queue or user.
   • Disposition Details: Include the final disposition applied to the email (e.g., closed, escalated, transferred), so we can better understand the outcome of the routing process.
   These enhancements would significantly improve our ability to audit email handling, identify routing issues, and… more

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10. Give Option to Change Background Colours

    As some users spend a good deal of time on this application, and must stare at screens in order to do so, then the option to change background colours to something more restful to the eye would be appreciated. At this time, for instance, one cannot switch the screen to dark modes, or to colours like green which are more restful to the eyes. It would improve UI to allow for text / background customization, and would require very little software integration in order to so do.

    3 votes

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11. Give the option to remove RNA

    Create the option to have technicians remain available after a missed phone call.

    2 votes

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12. Include a button for quick hang up disposition to reduce disposition times

    Include a button for "quick hang up" just like the buttons for "do not call" and "Answering" disposition, this will allow to reduce disposition times in campaigns that have a high rate of hang ups before informing the purpose of the call.

    1 vote

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13. There should be a way or an option for us to see the previous call reports including the total calls handled, total talktime, login,

    There should be a way or an option in RCX agent for us to see the previous call reports including the total calls handled, total talktime, login,

    1 vote

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14. Helpdesk

    As a WFM professional for my organization I should be able to create and submit my own tickets to RingCentral when there is a system issue. At this time I'm told I have to contact my IT department (which doesn't understand how things should work on the WFM side). So I'm trying to explain the error and what should occur to someone who isn't familiar with workforce management. They then in turn try to explain what I told them to RingCentral. Once my issue has been assigned a technician to assist me I'm then looped back in to further clarify or restate what I've previously explained.

    As a WFM professional for my organization I should be able to create and submit my own tickets to RingCentral when there is a system issue. At this time I'm told I have to contact my IT department (which doesn't understand how things should work on the WFM side). So I'm trying to explain the error and what should occur to someone who isn't familiar with workforce management. They then in turn try to explain what I told them to RingCentral. Once my issue has been assigned a technician to assist me I'm then looped back in to further clarify… more

    1 vote

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15. Option for Agents to Retain Queue Position After Going Unavailable

    Customer requested a call routing feature wherein when agents go on Unavailable (like Break or Lunch) status and then go back to Available status, instead of their place being moved to the bottom of the queue to take a call, they can keep their previous place in the queue or retain their previous position in the queue.

    1 vote

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16. Agent Message on CXone Agent Must Have Duration Configuration

    The Agent Message popup that disappears immediately (for 5 seconds) is a normal behavior or work as design when using CXone Agent (https://help.nicecxone.com/content/studio/actions/messages/messages.htm.

    Customer wants to have a configuration option to set the Agent Message popup to last for more than 5 seconds.

    2 votes

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17. Agent Session Logout When Closing MAX Agent/CXone Agent Due To Network Disconnection

    Customer requested to automatically logout the agent if the agent experiences network disconnection and closes MAX Agent/CXone Agent app to prevent the agent from getting refused calls.

    34 votes

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18. Prevent caller ID from being carried over from CC

    When a call from UC going to a cloud connect setup that goes to CC then call gets routed again to a user in UC it carries over the caller ID of the account owner in admin portal. We want a feature where this caller ID information will be controlled from the CC script or it will follow the settings on the UC side so that caller ID information will be different.

    2 votes

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19. RingCX increase Decibels (dB)/Amplitude file "ringtone.wav

    The Ring that plays when a call is received by RingCX on the website https://ringcx.ringcentral.com/ is too quiet. User are unable to hear the ring. We are asking that you increase the Decibels (dB) / Amplitude. On the “wav” file. The file name is “ringtone.wav”
    Resource is located, "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
    From the HAR files.
    //"connectionId": "20832",
    "initiator": {
    "type": "other"
    },
    "priority": "Low",
    "resourceType": "media",
    "cache": {},
    "connection": "443",
    "request": {
    "method": "GET",
    "url": "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
    "httpVersion": "http/2.0",
    "headers": [
    {
    "name": ":authority",
    "value": "ringcx.ringcentral.com"//

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    10 votes

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20. Increase volume (Decibels (dB) / Amplitude) of file Ringtone.wav on ringcx

    The wave file "Ringtone.wav is too quiet. users can not hear when calls come in causing missed calls. The volume of the voice conversation is fine. Other request have asked for volume controls but this may be a faster fix as we would only update the file that is causing the issue.

    The ringtone is located here ""https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav","

    There are 2 methods to correct this type of issue.
    First we could resave the "Ringtone.wav" file with a higher Decibels (dB) / Amplitude.

    We could also update the website so the file is played with a hare Decibels (dB) / Amplitude. Suggested code could be:

    <audio id="myAudio" src="ringtone.wav"></audio>
    <button onclick="playLouder()">Play Louder</button>

    <script>
    function playLouder() {
    const audio = document.getElementById('myAudio');
    const ctx = new (window.AudioContext || window.webkitAudioContext)();
    const source = ctx.createMediaElementSource(audio);
    const gainNode = ctx.createGain();

    // Set volume (gain value). Increase if needed
    gainNode.gain.value = 2.0; // double the volume
    
    source.connect(gainNode);
    gainNode.connect(ctx.destination);
    
    // Resume AudioContext if required (needed in some browsers)
    if (ctx.state === 'suspended') {
      ctx.resume().then(() => {
        audio.play();
      });
    } else {
      audio.play();
    }
    

    }
    </script>

    Unable to attach the HAR file,

    But form the har file,

    the ringtone.wav can be found.

    {
    "connectionId": "20832",
    "initiator": {
    "type": "other"
    },
    "priority": "Low",
    "resourceType": "media",
    "cache": {},
    "connection": "443",
    "request": {
    "method": "GET",
    "url": "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
    "httpVersion": "http/2.0",
    "headers": [
    {
    "name": ":authority",
    "value": "ringcx.ringcentral.com"
    },
    {
    "name": ":method",
    "value": "GET"
    },
    {
    "name": ":path",
    "value": "/voice/agent/static/audio/ringtone.wav"
    },
    {
    "name": ":scheme",
    "value": "https"
    },
    {
    "name": "accept",
    "value": "/"
    },
    {
    "name": "accept-encoding",
    "value": "identity;q=1, *;q=0"
    },
    {
    "name": "accept-language",
    "value": "en-US,en;q=0.9"
    },
    {
    "name": "priority",
    "value": "i"
    },
    {
    "name": "range",
    "value": "bytes=0-"
    },
    {
    "name": "referer",
    "value": "https://ringcx.ringcentral.com/voice/agent/?agentId=2696"
    },
    {
    "name": "sec-ch-ua",
    "value": "\"Google Chrome\";v=\"141\", \"Not?A_Brand\";v=\"8\", \"Chromium\";v=\"141\""
    },
    {
    "name": "sec-ch-ua-mobile",
    "value": "?0"
    },
    {
    "name": "sec-ch-ua-platform",
    "value": "\"Windows\""
    },
    {
    "name": "sec-fetch-dest",
    "value": "audio"
    },
    {
    "name": "sec-fetch-mode",
    "value": "no-cors"
    },
    {
    "name": "sec-fetch-site",
    "value": "same-origin"
    },
    {
    "name": "user-agent",
    "value": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/141.0.0.0 Safari/537.36"
    }

    The wave file "Ringtone.wav is too quiet. users can not hear when calls come in causing missed calls. The volume of the voice conversation is fine. Other request have asked for volume controls but this may be a faster fix as we would only update the file that is causing the issue.

    The ringtone is located here ""https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav","

    There are 2 methods to correct this type of issue.
    First we could resave the "Ringtone.wav" file with a higher Decibels (dB) / Amplitude.

    We could also update the website so the file is played with a hare Decibels (dB)… more

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