406 results found
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Cost Centers built in RCX
Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature
35 votes -
Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling
customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).
or the other way around if you start the dialer - it would switch to off hook for the dialer -…
29 votes -
User greeting in RingCX Agent.
Ability to personalize the greeting before answering the call per agent user.
32 votes -
Add Ringtones when Requeuing in SPOG/RCX for RC App
In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".
10 votes -
RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)
When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.
We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.
Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…
24 votes -
Enable hyperlink to External URL column for RingCX Outbound dialer
When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.
7 votes -
Able to search leads globally and not just in the campaigns under the dial group im working
At the moment, agents can search leads without issue.
However, if they need to search leads that is uploaded in a different campaign and dial group the agent is not assigned into. They cannot do that.
It would be better if we have a feature that can allow agents to search leads globally so that they have idea if this customer will be called by other agent.
8 votes -
Agent Script/Custom Field Recording Delivery
Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.
Currently, only the field name feeds over to the S3/AWS bucket in the file name.
33 votes -
Mass Delete Inbox/SPAM threads in RingCX/Engage Digital
Mass delete inbox in RingCX/Engage Digital
This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
-purge threads based on specific criteria from the email, allowing them to target the spammer
-enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…11 votes -
Persistent Login for RingCX Salesforce Agent
Feature Request: Persistent Login for RingCX Salesforce Agent
Description:
The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.Current Behavior:
Users must log in again after navigating to a different tab or application.
This causes delays and frustration.
Proposed Enhancement:Maintain login sessions while users switch tabs or applications.
Keep authentication valid for the duration of the Salesforce session unless manually logged out.
Business Impact:Reduces login fatigue and improves efficiency.
Minimizes workflow disruptions.11 votes -
Allow Using the Hold Button on the Desk Phone
Need to be able to use the Hold Button on the user Desk phone for RingCX call backs
-hold button on desk phones works properly for everything except for RingCX callbacks
-current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files44 votes -
Allow users to speak their name into every callback
Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call
6 votes -
Support for Locking of Workflows to Prevent Changes
We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…
10 votes -
"My caller ID" dropdown should be searchable
"My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.
My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.
Thanks!
18 votes -
RingCX- Ability to upload Audio File and change the system default audio
RingCX- Ability to upload an Audio File and change the system default audio
5 votes -
Dedicated phone number or menu option for CX partner support
You need either a dedicated phone number, or menu option to get to RingCX support.
It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.
8 votes -
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling
8 votes -
Enable Call Controls in RCX Agent UI when dialing Mobile Numbers
When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.
23 votes -
Select Agent Queues from Single Pane of Glass or SPOG
If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.
Need to be able to select which queues you are logging into when singing in via SPOG in EX.
3 votes -
dialer unit work list campaigns
Ability to have unit work list dialler campaigns, where a supervisor can allocate within a campaign list agents to work certain units. i.e allocate a sub section of agents within a campaign to a unit location (MK). This will allow supervisors to run a single campaign but target records within it.
7 votes
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