141 results found

1. 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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2. Presence sync bidirectional visual delay

   Bidirectional presence sync
   Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 24025423

   34 votes

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3. Allowing warm transfers from Ring Central desktop to the Contact Center

   We would like to see Ring Central correct the issue with warm transfers from Ring Central application to the Contact Center (Nice). According to Ring Central support, there is no capability to do a warm transfer from Ring Central application to Contact Center. This is a major impact to our company since we want to make sure the member is guided to the correct location. Warm transfers also allow employees to pass on information, thus having the member constantly repeating themselves.

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   38 votes

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4. Deleting Active Contacts In Bulk

   Admninistrators need a bulk delete function to efficiently remove multiple active or stuck contacts in Contact Center. Currently, they must delete each contact individually which is time-consuming and inefficient, especially when managining dozens or hundres of contacts.

   6 votes

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5. 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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6. Record calls transferred from Contact Center to RingEX

   Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa

   4 votes

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7. Reinstatement Of Previous QM Forms Scoring in Contact Center

   Details of the enhancement:
   We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
   CX One QM - Can you have more than 100 points possible on an evaluation form

   Specifically, we are referring to the ability to:

   Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.

   Critical Sections: The ability to include sections deemed “critical” that carry additional weight in scoring but do not cause the overall score to exceed 100%. This was a useful tool for emphasizing key performance areas without skewing overall results.

   These features appear to have been removed in recent updates but were available in earlier system versions.

   What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?
   The users are supervisors and QA analysts who evaluate agent performance using QM forms. These enhancements would support more accurate and targeted assessments.

   What problem are you trying to solve or what problems does the current functionality cause?
   The removal of these features limits the flexibility of the scoring system. Without the ability to over-score by points or add critical sections without inflating the total score, it becomes difficult to highlight and reward exceptional performance or emphasize key behaviors without impacting the overall score integrity.

   What steps did you take to get there?
   We referenced the article above, reviewed historical functionality within previous versions of QM forms, and identified the gap in current capabilities. Attempts to replicate this flexibility in newer versions have not been successful.

   How do you want the feature/product to work (proposed solution)?
   We propose reinstating:

   The ability to add extra points to individual sections that do not contribute to the total percentage score.

   The ability to designate critical sections that carry additional weight but do not push the overall evaluation score above 100%.

   Details of the enhancement:
   We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
   CX One QM - Can you have more than 100 points possible on an evaluation form

   Specifically, we are referring to the ability to:

   Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.

   Critical Sections: The ability… more

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8. Dark Mode for Contact Center

   Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!

   22 votes

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9. 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.

   1 vote

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10. 2 way presence sync on NICE InContact and Engage Digital platforms

    The request is from agents who would like to remain UNAVAILABLE after completing the email. Sometimes, they are preparing to go on BREAK or LUNCH or to end the day and want to finish that last email without being pushed another one. When they are pushed that next email, they would have to get out of ROUTING MODE and go into INBOX MODE and will have a missed interaction. Or, their Max Agent becomes AVAILABLE and is pushed a skill call and they can not reject the call.

    2 votes

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11. Self-Audits

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

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12. CXone Agent - Ability to view 'Coming Up' schedule events

    Request to add a “Coming Up” schedule events feature within the CXone Agent interface, similar to what exists in MAX Agent. This enhancement would display the next scheduled events—such as Break, Lunch, or End of Shift—directly on the main screen, allowing agents to view time-sensitive schedule items without needing to navigate to the full schedule tab. The feature would pull real-time data from existing scheduling APIs and display events occurring within a short time window (e.g., the next 60–90 minutes). The “Coming Up” panel should be lightweight, auto-refreshing, and clearly visible, showing event type, start time, and optionally, a countdown. This helps agents manage their time more effectively, stay aware of upcoming breaks, and improve schedule adherence. Admins should have the ability to configure visibility and event types shown. This enhancement supports agent productivity and well-being by reducing the need for manual checks and improving user experience within CXone Agent.

    Request to add a “Coming Up” schedule events feature within the CXone Agent interface, similar to what exists in MAX Agent. This enhancement would display the next scheduled events—such as Break, Lunch, or End of Shift—directly on the main screen, allowing agents to view time-sensitive schedule items without needing to navigate to the full schedule tab. The feature would pull real-time data from existing scheduling APIs and display events occurring within a short time window (e.g., the next 60–90 minutes). The “Coming Up” panel should be lightweight, auto-refreshing, and clearly visible, showing event type, start time, and optionally, a countdown.… more

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13. 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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14. Add Activity

    When you add an activity code to a schedule you choose the code then the timeframe. If I go back and change the code after selecting the timeframe it changes the timeframe to a 15 minute interval. The timeframe I entered shouldn't change just because I chose a different activity code.

    2 votes

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15. 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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    1 vote

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16. 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.

    1 vote

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17. different accept queue calls switches for each call queue you are in

    Separate accept queue calls switches for each call queue you are in

    2 votes

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18. Need ability to move agents in between queues from phone app

    Need ability to move agents in between queues from phone app

    8 votes

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19. Monitor A Call For Contact Center Users Using RingCentral App

    Customer wants to monitor a call for Contact Center users who are using MAX Agent/CXone Agent using the RingCentral app.

    3 votes

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20. Feature Request: Support for Agent/AI Summaries with RC App as Agent Leg

    Hi Product Team/Development Team,

    I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.

    Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.

    Proposed Enhancement:

    We are requesting support for Agent/AI Summaries when the RingCentral App is used as the agent leg for a Contact Center call. This would allow users to access full functionality for tasks such as transcription and summaries, even if the call is being managed through the RC App, thus improving the overall agent experience.

    I believe this enhancement would help streamline workflows and improve the utility of the RingCentral App in the Contact Center environment.

    Hi Product Team/Development Team,

    I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.

    Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.

    Proposed Enhancement:

    We are requesting support for Agent/AI… more

    3 votes

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