321 results found
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Ability to Disable RingCX button inside the Glip while keeping RingAgent
Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.
It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.
8 votes -
RCX Deskphone Pairing for Mitel Devices
Customers would like to have the ability to have Mitel Devices have control over the RCX app and controls via a deskphone, primarily the suite of Mitel Devices.
4 votes -
CNAM display in RingCX Real Time Dashboard
Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.
6 votes -
Ability to park a RingCX call in a public location that can be picked up by RingCX or RingEX user
Our call center agents need the ability to park a call in a public location (*8## assigned by system) so that they can be picked up by a RingEX user calling that parked location. This can be done in RingEX, but not RingCX. Often calls come into our call center using RingCX that cannot be transferred because the RingEX user is busy on another call and the caller wants to wait. We don't want the RingCX agent to be tied up with a call on hold waiting.
1 vote -
Stay on Available status when Rejecting Calls
We would like to have an option to have agents stay on Available status when Rejecting Calls in RingCX
3 votes -
RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page
Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:
- Account + below
or
- Account w/o below
- Agents + below
- Campaigns + below
- Phone Numbers + below
- Utilities + below
- Voice Inbound + below
- Workflow + below
This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…
13 votes -
Dashboard view modification
Please add an option to hide the extra part at the bottom for the real-time dashboard.
22 votes -
Dismiss "To start your agent session, connect to RingCX" on keypad
Need the ability to dismiss this message on the RingCentral client when the CX integration is enabled. See attached screenshot for the message I'm referring to.
2 votes -
Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call
Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call. Typlically, this would be an CRM that pulls the data rather than RCX that pushes it.
3 votes -
Company/Personal EX Contact Phonebook
I would like to suggest that we have the ability to access Company/Personal EX Phonebook in Ring CX, so calls come from the Contact Center number.
This would be useful for CX Agents as they do need to make outbound calls to Branches & Suppliers.
2 votes -
RingCX - More Detail on ACD Callback Unaccepted Metric
If a caller requests a callback but doesn't confirm the caller ID, RingCX will not be able to process the callback request.
This shows in RingCX Analytics as Callback Interactions Unaccepted (Call Result of Inbound ACD Queue Callback Incomplete). This definition would show that the system tried to initiate the callback but was not answered where as it was not actually triggered.
Suggest to expand the Callback results to include more granular scenarios such as
"Inbound ACD Callback Unconfirmed CallerID"
"Inbound ACD Callback Duplicate Request"
This will allow contact centres to have a significantly better understanding if they are accurately…2 votes -
Contact List
Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).
1 vote -
RingCX Dialer ability to merge old leads to new leads
in RingCX outbound dialer, it would be better to have the ability to merge/combine old lead that was dialed before to the same lead that is being uploaded like 6 weeks ago.
By doing this, the history of the previous lead are visible to the agent that will take the new lead.
1 vote -
Transferring RingCX call via User Ext. Deskphone
The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.
5 votes -
Allow for custom key-mapping/binding of call control to desktop keyboard
Allow for the customization of keyboard shortcuts when dialing. This could be for all outbound dialing modes but emphasis for this request is specific to HCI "clicker" agents.
2 votes -
Ability to export IVR from Studio
Need the ability to export IVR Studio so they can be shared and imported.
41 votes -
RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)
Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.
9 votes -
Feature Enhancement Request: Lead Uploading/Management Testing in RingCX
Feature Enhancement Request: Lead Uploading/Management Testing in RingCX
Description:
RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads…5 votes -
Expanded Queue Priority Levels
I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.
This is essential to customers who provide 3rd party support to a large client base…
2 votes -
Configure "Total" column in RT inbound dashboard to sum-up unique avail agents only
Remove or reconfigure the "Total" on the RT dashboard. It appears to be misleading in terms of the total availability count.
The client thinks there are 7 available agents, but the actual number is higher than it should be because agents are assigned to multiple queues, causing them to be counted more than once.
The total number of available agents (boxed in orange) shown in the dashboard is based on the sum of the "Avail" column. Since some agents are assigned to multiple queues, they are counted more than once, which leads to a higher total than the actual headcount.
…
1 vote
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