122 results found
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call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
191 votes -
hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
39 votes -
RingCX Feature Request: Native Integration for RingEX Call Queue Transfers
When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would…
13 votes -
RingCX needs to display inbound callerID for calls coming into our Voice Queues.
Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."
Meanwhile, callerID works just fine for all inbound calls coming into RingEX.
This function needs to exist so that our Agents can better identify our customers as the call in.
17 votes -
Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting
For some reason you can set a DTMF Queue event to be an Inbound Queue Callback, but you can't do it from the Queue Event itself. Every other option is there, but that one is missing. It seems a bug or missed item since it would only enhance the options available?
There are many reasons for a queue event to go to Callback rather than requiring a DTMF selection to do it.
14 votes -
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).
15 votes -
Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "
When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.
In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.
If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the…
10 votes -
Cancelling a requeued call
Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.
19 votes -
Caller ID Override for Callbacks in RingCX
Currently, the callback feature has no caller ID override. By default, it uses the DNIS as the caller ID when a callback is made by the system. For calls to external numbers that are forwarded to the RingCX number, it shows the number where the external number is forwarded as the caller ID.
Looking to have a feature or option to set the forwarded number (external number) as the caller ID.
8 votes -
RingCX Voice Queue Call Distribution
The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.
10 votes -
Improvement with the CX queue voicemail options.
CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.
24 votes -
Optimise "Route to Last Agent" (LCA) for Reduced Wait Times
Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.
Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.
Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should…
7 votes -
RingCX callback in queue
Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:
Key Issues Identified:
Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
Solutions and Recommendations:- Unify and Improve Voice Consistency:
Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is…
9 votes -
Inbound Queue Callback - option to record caller's name
Add the ability to have the caller requesting a callback record their name.
This is needed for customers that may not have a direct phone number, and only a main company phone number.
Issue:
When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they…11 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.
5 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…4 votes -
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
9 votes -
Call Parking in RingCX
Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability…
12 votes -
automatically detect RoboCalls
Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List
3 votes -
Automatically send SMS messages for missed outbound calls.
A feature to automatically send SMS for any missed outbound calls. The current built-in workflow in the RC App primarily supports inbound calls only.
2 votes
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