761 results found

1. 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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2. 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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3. 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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4. 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.

   • 

   38 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. Performance Report

   Ability to see the total hours the agent is logged in on the app or DND

   5 votes

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7. 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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8. 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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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. RingEX Agent Status Report

    This request is to add a historical report of agent status in RingEX Analytics.

    The only way to check for the agent status is through the Live Report, however, we need a historical report of the statuses so that customers can better manage the users.

    5 votes

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11. 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

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12. 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

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13. 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

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14. Restrict Email Updates to Authorized Domains in User Profile

    Feature Request: Restrict Email Updates to Authorized Domains in User Profile

    Description:
    Add an option in the RingCentral Admin Portal that allows Super Admins to enforce email domain restrictions for extension profiles. This feature would restrict users from updating their email addresses to ones outside of the company's authorized domains. When enabled, if a user attempts to enter an email address that is not part of the pre-approved domain(s) (e.g., @company.com), the system will block the update and display a notification explaining the restriction.

    Features and Capabilities:
    Domain Restriction Setting for Email Updates: A setting within the Admin Portal under Security or User Management allows Super Admins to define "Authorized Email Domains" for user profile updates.

    Email Address Validation: When users attempt to update their email in their profile, the system will validate if the entered email domain is within the approved list. If the domain is unauthorized, the system will block the update and notify the user.

    Custom Error Messaging: A customizable error message, such as "The email address you entered is not authorized. Please use a company-approved email domain."

    Toggle Control: Super Admins can enable or disable this restriction as needed.

    Multi-Domain Support: Allows configuration of multiple accepted domains if the organization has multiple valid email domains (e.g., @company.com, @subsidiary.com).

    Audit Logging: All changes related to email domain restrictions will be logged to track updates and actions.

    Benefits:
    Enhances security by ensuring only approved email domains are used in user profiles.
    Prevents accidental or unauthorized use of personal or outside emails within the company account.

    Offers companies control over identity verification and communication security.

    Feature Request: Restrict Email Updates to Authorized Domains in User Profile

    Description:
    Add an option in the RingCentral Admin Portal that allows Super Admins to enforce email domain restrictions for extension profiles. This feature would restrict users from updating their email addresses to ones outside of the company's authorized domains. When enabled, if a user attempts to enter an email address that is not part of the pre-approved domain(s) (e.g., @company.com), the system will block the update and display a notification explaining the restriction.

    Features and Capabilities:
    Domain Restriction Setting for Email Updates: A setting within the Admin Portal under… more

    13 votes

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15. Exporting detailed IVR flow including the user extensions phone number

    The customer is requesting an option to export the IVR phone tree, which it includes the specific phone numbers and user extensions used in the IVR key presses.

    5 votes

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16. 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

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17. Emergency response location as potential breach of GDPR regulation

    Admin users are able to view standard users' emergency response locations, which may be considered a potential breach of GDPR regulation

    https://www.ringcentral.com/us/en/blog/ray-baums-act-compliance-with-ringcentral-mvp-location-awareness/

    5 votes

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18. 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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19. 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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20. Self-Audits

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

    1 vote

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