763 results found

1. 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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2. 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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3. 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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4. 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.

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5. 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,

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6. 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

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7. 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.

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8. 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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9. Do what you say you’re gonna do

   When I spoke with your sales rep, they told me that it would take them a couple of days to look into getting the number that I want and that they would get back to me that was five days ago. Somebody from your company called me a couple days ago to onboard me when I asked about acquiring a number they had no clue what I was talking about. This is not a good first impression of your company. You guys need to have better communication within your business.

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10. end-of-call feedback collection option

    Requesting to add end-of-call feedback collection option in the system that will give supervisors the data on the quality of the work by the call agent.

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11. Self-Audits

    Please allow self-audits to be assigned by planner. Thank you.

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12. DFO Case Automatic Reply Built-In

    It is not possible in DFO Automation Rules to set a case to the state of "NEW," which is obviously deliberate. However, to send an automatic reply to a client on a new case ('Thank you for your email...'), the automation must set the case to OPEN (because 'NEW' does not exist as an option), otherwise the case is set to PENDING (because we sent a message on the case). Since we will likely never be able to set a case to NEW through Automation Rules, we should instead be able to have a built-in Automatic Reply feature, similar to the built-in Satisfaction Survey. This way an Automatic Reply can be triggered on a NEW case without changing it out of the NEW state.

    It is not possible in DFO Automation Rules to set a case to the state of "NEW," which is obviously deliberate. However, to send an automatic reply to a client on a new case ('Thank you for your email...'), the automation must set the case to OPEN (because 'NEW' does not exist as an option), otherwise the case is set to PENDING (because we sent a message on the case). Since we will likely never be able to set a case to NEW through Automation Rules, we should instead be able to have a built-in Automatic Reply feature, similar to… more

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13. Allow the "Floating Status window" to show the Status of Agents in new CXOne Dashboard.

    When the Admin hovers the mouse pointer over the “Active Contact,” a floating window would appear showing the Agent’s current status. This should be the same in the New Dashboard version, working in tandem with the dropdown "Agent Status" option.

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14. It would be great if the RingCentral phone number that comes in on lead calls, was to auto populate Agent OS, thus cutting down the time to

    Also auto populate the location ID from RingCentral to Agent OS.

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15. List multiple dial-in numbers on RCV invitation

    Add setting to default multiple numbers for dial-in and one-tap on the RingCentral Video meeting invite. Most importantly, there should be options for different localities/countries. The feature of multiple numbers for one-tap is already available for internal RingCentral employees as shown in the demo for webinar listed below. The feature of multiple dial-in numbers listed on invitations was available in RingCentral Meetings, RCM.

    Discover the power of RingCentral Video meetings
    Wednesday, August 13, 2025, 11:00 AM (Central Time (America/Chicago))
    https://w.ringcentral.com/w/a/join/AgABD2jTK2ZIP9IRSulzACnQQuUBmBrfnXEKxJIsh0i735JCHfrTSTmGvlpMfVlUWxJhn7EimTpx2w?route=4c7777bd1f866f85&pw=bd4748027cd0d3c8678eedeff09db0a1a09cd8560ab797f4fddde9059f0a30dd.

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16. Remove ringing sounds when trying to dial another number/extension in conference call

    When on a call and another call is transferred to our lines, the new call will ring through the existing call preventing us from being able to hear the person we're talking to. We can't just transfer a call we need to have a separate window open with the other users to see if they're on the phone already and then we can transfer from yet another window. This program requires 3 different windows just to function.

    If we figure out how to silence the new call from ringing through then we receive a surprise voicemail.

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17. Meeting Scheduler

    In meeting scheduler the current duration is required in minutes (ex. 420 minutes). Calculating minutes for an all day meeting seems archaic. There should be a drop down to choose hours and minutes or at least be able to choose a start and end time i.e. 9:00am - 4:00pm.

    • 

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18. Unavailable code colors

    We would like more than one unavailable code color. This would make it easier at a glance to distinguish between certain meetings or trainings. Currently the "busy" (unavailable) code color is orange. The problem is if an agent or supervisor is coded unavailable for calls during the day their base schedule shows orange. If I need to also schedule a meeting on that same schedule it's also orange. This makes it difficult to visually see the difference between the two. The system should be able to handle more than one unavailable code.

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19. Call Queue Overflow in Alphabetical Order

    Requesting Call Queue (Overflow) - Route calls to members to add an option for "Alphabetically Order"

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20. Would like the ability to perform QM evaluations on reskill to reskill calls

    Would like the ability to perform QM evaluations on reskill to reskill calls - both agents that are on a call internally

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