449 results found

1. Create Security Groups for restricting and granting access to phone numbers / Caller IDs

   Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those users to use the associated phone number as their Caller ID for making calls (Caller ID) and texting.This would elimnate users seeing dozens of phone number in the RingCentral Desktop under the "Call from:" drop down menu, as well as prevent emloyees from using Caller IDs they shouln't have access to.The underlying security mechanics are already in place for most of this because members of a call queue can use the queue's direct number(s) as their Caller ID, but it does not grant the ability to text using these numbers, which my proposed Security Groups should.

   Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those… more

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2. OFCOM compliant Proactive and Predictive Dialler

   UK Outbound Dialler Requirements for Proactive and Predictive calling

   When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

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   21 votes

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3. Being able to change an agents status through the Real Time Dashboard

   We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

   19 votes

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   Implemented  ·  2 comments  ·  Other  ·  Delete…  ·  Admin →
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4. "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

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5. Delay in the event after "Single Play Audio"

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   Expected behavior
   There is no delay after the end of playing 2 files.

   Adding additional details:
   Discussed with architects. From a product perception this is a bug, for sure, as it's not expected by customer to get delays between queue events. But at the same time, this is behavior is due to current architecture limitations.

   Can we consider this as a feature request to meet the customer's expectation?

   There should be no delay after the end of playing 2 files.

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   … more

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   18 votes

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6. Outbound WhatsApp within RCX agent UI

   As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
   This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

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   18 votes

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7. RingCX Global Secondary Nodes

   While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

   Some requirements bubble up like multiple languages operating in the same system
   And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

   Those and more need to be addresses down the road, laying the groundwork for RingCX to be globally deployed is something I think I can help with.

   Today RingCentral Office can Federate https://support.ringcentral.com/article-v2/9415.html?brand=RC_US&product=RingCentral_MVP&language=en_US multiple UID’s making a larger unified system. Now it does have advantages and limitations. I have a technical proposal to leverage integrating RingCX into a Federated RCO global environment.

   Lets start with the idea of adding in our current infrastructure the ability to have the US based system configured as the Primary Node.
   The primary node will have the ability to connect to RCO API stream and operate as an API gateway that allows two way API stream between the RCO API and RingCX Primary>Secondary Nodes (this would be where Global MVP isn’t big enough to have a Federated set of UID’s)
   The Primary Node will have the ability to connect to multiple Federated RCO API streams. Then act as a gateway to RingCX secondary Nodes

   From there the creation of Secondary RingC Nodes will also support a failover API to connect to its actual paired RCO UID for “in Region/Country” fallback operation.

   Secondary RingCX Nodes will store and share meta data with Primary for use as a central Admin using Real-Time dashboards and one central reporting, while the Secondary RingCX node will maintain only its activity for GDPR.
   Secondary Nodes will have the ability to have agents programmed in Skills that exist on the Primary or other Secondary RingCX Nodes. This is critical to overcome any obstacles here as the request are to have agents anywhere answer any interaction if the agent is language proficient.

   Secondary Nodes will have a node identifier used within RingCX Admin and help in administration. Might be helpful where the secondary node is connected to a Federated RCO to show the UID and have a space for naming the node such as “rotterdam netherlands”

   Programming from the Primary Node allows for centralizing Skills etc, Programming from a Secondary Node only changes the local environment with the exception of add global agents to a local skill. Agents will need to be designated in the Primary Node as Multi Node Skilled.

   While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

   Some requirements bubble up like multiple languages operating in the same system
   And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

   Those and more need to be addresses down the road, laying… more

   18 votes

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8. RingCX Multi Channel Interaction Console “Live Interaction Management”

   RingCX Multi Channel Interaction Console “Live Interaction Management”

   It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.

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   18 votes

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9. Increasing file size limit for file uploads when submitting a support ticket

   File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded

   18 votes

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10. Ability to take DNC's off the List thru an upload

    We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match the vendors DNC. So not only would this be more helpful and efficient but it may also be a liability issue.

    We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match… more

    18 votes

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11. Interaction Issue Hot Button

    The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even a screenshot?) of the interaction telemetry details.A further thought here would be that the details could be emailed to an individual / admin of the account and not someone at RC so the onus is on the Admin of the account to of course filter thru and make sure it is valid and complete before submitting as a ticket. This would be a huge time saver for everyone involved and eliminate errors, save time and make reporting of issues so much more timely and relevant!

    The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even… more

    18 votes

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12. Adjustment - Cancel call transfer Label

    Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):

    when making a transfer:
    put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,

    then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:

    in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
    "Cancel Transfer : EXtension xxxx" .

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    17 votes

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13. Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio

    Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    17 votes

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14. Stay on Call - Call Transfers - Toggle Feature

    A lot of users do not like that they have to unselect the "stay on call" box when cold transferring. In our usage of EngageVoice, we direct all users to cold transfer because we utilize a chat program to inform of the incoming call beforehand. We would like to be able to toggle this feature on or off by default at the account level.

    17 votes

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15. Ability to Set Skill Weight/Proficiency

    Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:

    • Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
    • Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
    • Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).

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    15 votes

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16. Impersonated admin showing incorrectly in the audit trail

    We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    15 votes

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17. RingCX within India

    RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    15 votes

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18. Support Edge Browser

    Currently Edge is not supported. Request to have it officially supported.

    15 votes

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19. WhatsApp Outbound API

    Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).

    15 votes

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    Implemented  ·  Michelle responded

    RingCX has an API that facilitates this

20. Enhance the Lead Load Report

    I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?

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