248 results found
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repartitions interactions
Bonjour,
il faudrait que la répartition des interactions numérique prenne en compte le nombre d'interactions déja attribué.
Ex
agent 1 : 3 interactions sur la journée
Agent 2 : 0
agent 3 : 1
Nouvelle intercation attribué a l'agent 2 .
Mais si 2 interactions arrivent privilégier la répartition par agent
1 pour l'agent 2 et une pour l'agent 3 .
La répartition doit prendre en compte le temps de connexion.
Un agent qui commence plus tard ne doit pas rattrapé les autres.
Il se peut que tous les agents ne commencent pas en meme temps .
lors de la…14 votes -
call back to follow queue business hours
We have a CX Queue called RPS. On Fridays, the queue closes at about 4:30pm. The agents log off and go home. Sometimes there is a requested callback still waiting to happen. The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department. The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment. This agent then at 6:45am fields the callback that was left the previous night. This is too early to be calling patients. We would like that callback to start at…
26 votes -
Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows
Advanced Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows
The current "Callback in Queue" functionality in RingCentral RingCX is bound strictly to individual queue events, creating operational gaps and falling short of modern CCaaS market standards. This proposal outlines a comprehensive enhancement to transition RingCX from a basic, reactive voice-callback mechanism to an intelligent, omnichannel, and customer-scheduled callback ecosystem.
By embedding callback logic directly into the IVR workflow and digital routing engines, RingCX will empower administrators with precise operational control, provide agents with critical customer context, and offer customers unprecedented flexibility across voice and digital channels.Implementing these…
14 votes -
Add filter for Holiday 'Queue is Open' System Alerts
Issue:
The system is not configured to check the holiday schedule, causing it to send alerts that a queue is open even when it is closed for a holiday.Proposed Solution:
Add a filter option to the alert system that allows it to check the holiday schedule. This filter would prevent "queue is open" alerts from being sent on scheduled holidays, ensuring the alerts accurately reflect the operational status of the queue.89 votes -
RNA State Duration option
option for either an automated change from RNA to Available or the ability to set a specific duration for RNA before the status automatically changes to Available.
34 votes -
Presence Sync Control between RingEX (REX) and RingCX (RCX)
Problem Statement
In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.
This creates a conflict in blended environments where both RingEX and RingCX are actively used.
Current Behavior
Agent receives or is on an active RingEX call
RingCX (SPOG) status remains Available
RingCX continues routing inbound CX calls to the same…9 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
51 votes -
Ability to control the start and end times for Callbacks generated from Inbound Queues
Need the ability to control the start and end times for Callbacks generated from Inbound Queues in order to prevent calling customers in different time zones too early or late.
8 votes -
CX Agents is on the line and another EX call comes in
Current scenario:
An agent is currently on a call via CX.
Another call comes in via EX.
This call is routed to the agent as a duplicate call.At present, agent roles allow EX calls to be forwarded to voicemail.
I consider this to be very impractical and inadequate.The following solution would be the best option and is strongly requested by my client:
An agent is currently on a call regarding CX.
Another call regarding EX comes in.
The second call should be detected and forwarded to the forwarding destination set up on the extension.
It should be possible…7 votes -
RCX chat box
Ring CX Chats when abandoned before an agent accepts the chat comes with no reply box.
Chats should not come in que if they are abounded before agent interaction. Which will fix the missing reply box.3 votes -
Feature Request: Native Round-Robin Call Routing in RingCX
Request:
Add native support for round-robin call routing in RingCX.Current Behavior:
RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.Requested Enhancement:
Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.Business Impact:
Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers…2 votes -
Need the ability to prioritize voice interactions over digital
Today, if digital channels remain open overnight, RingCX presents the accumulated backlog of digital interactions to agents first when they become available. As a result, if an inbound phone call enters the queue while digital interactions are waiting, the caller may remain on hold until those digital interactions are cleared or assigned.
This creates a poor member experience because live callers are delayed behind lower-priority asynchronous channels.
Business Requirement
Inbound phone calls should interrupt or take precedence over any pending digital interactions. If an agent becomes available and there is both a phone call and a digital interaction waiting, the…
7 votes -
Ability for agents to manually schedule a callback for a customer without using dialer
Ability for agents to manually schedule a callback for a customer without using dialer with the following requirements:
1. The agent needs to have the ability to set the date and time the callback has to be scheduled.
2. The callback has to be scheduled to the agent's "queue" and not to the agent specifically
3. At the time of the callback, the agent has to be notified and the agent has to have a way to decline the scheduled callback.9 votes -
Advanced Outbound Cadence Settings in RingCX
Requesting an enhancement to RingCX that allows administrators to automate the movement or assignment of specific outbound lists between different work groups based on predefined schedules
Current Limitation:
Currently, users need to manually move specific lists between Live Voice and Voice Broadcast work groups according to their operating hours. This requires daily manual intervention to switch the lists between the two work groups.
Requested Enhancement:
Introduce advanced outbound cadence settings that allow administrators to configure automated list assignment or movement between designated work groups based on predefined schedules, including specific days and times.
For example:
During normal business hours, automatically…
2 votes -
RingCX Transition Requeue Permissions from Agent to Queue Level
Currently, permissions for requeue and cross-queue requeue are managed at the agent level. We are requesting an enhancement to migrate these settings to the queue level.
This change would provide greater granularity by allowing us to define permissions based on the specific requirements of a queue. This would enable agents to requeue calls on certain queues while being restricted on others, which is essential for improving operational flexibility and security governance.
15 votes -
Block Anonymous Calls in RingCX
Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.
Business Need:
Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experienceBenefits:
Reduces unwanted and spam calls reaching agents.
Improves agent efficiency by minimizing interruptions from anonymous callers.
Enhances security by reducing exposure to…2 votes -
Call queue notifications
We would like an option we can set to send notifications to users logged in when there are calls in queue as well as notifications when a call has reached a certain time in queue. Agents are busy dialing at times and since they are constantly dialing w/o having direct view on the call queue they do not see that there is a call in queue and they continue to outbound dial causing an abandoned call. This would be on the CX dialing.
5 votes -
calls whatsapp using Cloud API
Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
https://developers.facebook.com/docs/whatsapp/cloud-api/calling
This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
It is a highly requested feature, due to the public availability on WhatsApp.
It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
it will allow to send messages directly to a customer while on call. (in this case, template are not required)
user initiated calls to business are free and there is a cost for business initiated. The…23 votes -
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:
When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.
Here’s why it matters:
- Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
- Accurate feedback: Surveys are tied directly…26 votes -
Transcriptions for voicemail email notifications in RingCX
Current Behavior:
When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.Requested Enhancement:
Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.
Important Clarification:
This request is not related to the Queue Voicemail Channel feature.…
9 votes
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