806 results found

1. 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.

   3 votes

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2. 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

   7 votes

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3. 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

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4. settings

   make the settings tab easy to find

   2 votes

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5. Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).

   Request:
   The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.

   Scenario:
   An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.

   26 votes

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6. a toggle for agents to ta a breath and still get paid to inform or ask question on a particular survey or ask question.r ask questions

   A toggle for agents to ta a breath and still get paid to inform or ask question on a particular survey or ask question ask questions kind of like a pause button.

   1 vote

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7. 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.

   7 votes

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8. 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"//

   •  

   10 votes

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9. Use "document.title" to change Tab title in Google Chrome to automatically update to reflect the current status (ringCx

   We would like the tab title in Google Chrome to automatically update to reflect the current status of our contact center solution. For example, if a contact center is 'Available,' the tab could say 'Available.' If the status changes to 'Lunch' the tab should change to 'Lunch'

   This helps us quickly see the current status without needing to look at the main screen. Please implement a way for the webpage to dynamically change the tab's title based on status updates.

   When status is changed the following event is logged. Please see har files attached as a text doc.

   the event is known as ""status": "AVAILABLE","token"" the variable is the status name.

   "RCXstatuschange","properties": {"$os": "Windows","$browser": "Chrome","$referrer": "https://ringcx.ringcentral.com/","$referring_domain": "ringcx.ringcentral.com","$currenturl": "https://ringcx.ringcentral.com/voice/agent/?agentId=2696#/home/chat","$browserversion": 141,"$screenheight": 1080,"$screenwidth": 1920,"mplib": "ringcxcore","$libversion": "2.49.0","$insertid": "n4rs5mntooalpsg1","time": 1760007763.976,"distinctid": "2696","$deviceid": "f342a985-3916-4de2-ae6f-158bdaca8fb1","userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/141.0.0.0 Safari/537.36","language": "en-US","$userid": "2696","$initialreferrer": "https://ringcx.ringcentral.com/","$initial_referring_domain": "ringcx.ringcentral.com","appName": "RCXUI","appVersion": "25.3.2-6","status": "AVAILABLE","token": "bed66f45375417921629ecb0c0452583","mpsentbylib_version": "2.49.0"}}
   ]

   Recommend code update:
   // Example event data
   const eventData = {
   "event": "RCXstatuschange",
   "properties": {
   "$os": "Windows",
   "$browser": "Chrome",
   "$referrer": "https://ringcx.ringcentral.com/",
   "$referringdomain": "ringcx.ringcentral.com",
   "$currenturl": "https://ringcx.ringcentral.com/voice/agent/?agentId=2696#/home/chat",
   "$browserversion": 141,
   "$screenheight": 1080,
   "$screenwidth": 1920,
   "mplib": "ringcxcore",
   "$libversion": "2.49.0",
   "$insertid": "n4rs5mntooalpsg1",
   "time": 1760007763.976,
   "distinctid": "2696",
   "$deviceid": "f342a985-3916-4de2-ae6f-158bdaca8fb1",
   "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/141.0.0.0 Safari/537.36",
   "language": "en-US",
   "$userid": "2696",
   "$initialreferrer": "https://ringcx.ringcentral.com/",
   "$initialreferringdomain": "ringcx.ringcentral.com",
   "appName": "RCXUI",
   "appVersion": "25.3.2-6",
   "status": "AVAILABLE",
   "token": "bed66f45375417921629ecb0c0452583",
   "mpsentbylibversion": "2.49.0"
   }
   };

   // Function to update document.title based on status
   function updateTitleFromStatus(status) {
   document.title = Contact Center - ${status};
   }

   // Simulate receiving the event
   function handleEvent(event) {
   if (event.event === 'RCXstatuschange') {
   const status = event.properties.status;
   updateTitleFromStatus(status);
   }
   }

   // Example: call handleEvent with the provided data
   handleEvent(eventData);

   Note har file had to be saved as a text document.

   We would like the tab title in Google Chrome to automatically update to reflect the current status of our contact center solution. For example, if a contact center is 'Available,' the tab could say 'Available.' If the status changes to 'Lunch' the tab should change to 'Lunch'

   This helps us quickly see the current status without needing to look at the main screen. Please implement a way for the webpage to dynamically change the tab's title based on status updates.

   When status is changed the following event is logged. Please see har files attached as a text doc.

   the event… more

   • 

   10 votes

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10. Support for Google Chrome Enterprise Premium

    As companies begin to adopt Enterprise Browser like Google Chrome Enterprise Premium, it would be beneficial to have this listed as a supported browser.

    https://chromeenterprise.google/intl/en_ca/products/chrome-enterprise-premium/

    2 votes

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11. Support for Island - The Enterprise Browser

    As companies begin to adopt Enterprise Browser like Island - The Enterprise Browser, it would be beneficial to have this listed as a supported browser.

    https://www.island.io/product

    2 votes

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12. Call Center Live Transcription

    Provide live transcriptions to call center agents, just like the EX users have. Agents in our call center cannot review transcriptions until the call is finished. This does not allow them to review any information live on the call until they have finished their conversation with the customer. Being able to reference context like addresses, names, or unique spellings provided by the customer would provide a better customer and agent experience. This would be a major quality of life change for the system.

    2 votes

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13. Incoming call notification ringing time

    When we receive a call, it rings for very less time. This time should be increased.

    1 vote

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14. Dark mode option for the screen interface.

    It would be helpful to have an option to change the interface into a dark mode for user's with sensitivity to blue lights and other vision impairments.

    1 vote

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15. 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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16. feedback management (satmetrix)

    Ability to be able to download / extract audio feedback from the customer using satmetrix.

    1 vote

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17. stop the "this call is being analyzed by AI" its annoying af

    that would be all and stop the "please continue to hold" too if u can lmfao

    1 vote

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18. auto populate agent data on the post call survey

    customer should have an option to setup on how to auto populate agent data on the post call survey

    1 vote

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19. 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 agents the opportunity to answer the calls that come in)

    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… more

    2 votes

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20. CXone Agent presence synchronization via MS Teams (Version 2.0)

    CXone Agent presence synchronization via MS Teams (Version 2.0)
    With the CXone and MS Teams 2.0 presence sync feature, an agent's status will mirror their active CXone call state in MS Teams. This real-time synchronization prevents calls from being routed to unavailable agents. It avoids getting refused calls.

    1 vote

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