150 results found

1. 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   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.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:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
   Action:
   Identify the full script of your callback message.
   Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
   In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
   Locate the callback event and upload your new, unified audio file.
   2. Enhance Text-to-Speech Naturalness:

   If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

   Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

   Action:
   Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
   Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
   Test out any newer TTS options to see if they offer a more natural sound.
   Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

   Action:
   Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
   This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
   Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

   Action:
   Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
   In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
   Steps to Implement Changes in RingCX:

   Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
   Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
   Review Queue Events: Click "Queue Events" in the left navigation panel.
   Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
   Update Audio/TTS:
   If using a custom audio file for the entire message: Upload your new audio file in the designated section.
   If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
   Important Considerations:

   Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
   Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
   Documentation: Keep a record of the changes you make for future reference.
   By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

   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:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

   10 votes

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2. 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 may never get their call returned.

   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… more

   12 votes

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3. Simultaneous Ring option for Call Queues/Skill

   It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

   • Provide the possibility of a shorter wait time for callers
   • Avoid caller abandons
   • Help in user data analyzation on who picks up the most/least calls

   14 votes

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4. 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 immediately fall back to routing the call to any other suitable agent based on standard queue logic (such as Longest Idle Time or skills-based routing). This change would ensure calls are handled more quickly, significantly reducing wait times and consequently improving the Net Promoter Score.

   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… more

   7 votes

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5. Add "call is being recorded" disclaimer for Inbound Queue call back

   Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent

   3 votes

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6. 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.

   2 votes

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7. The ability modify queue events in RingCx priority in a single queue event.

   One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

   We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send it over to the workflow but I cannot do the same when the queue is closed or no agents are available.

   My work around is to send the queue to another separate queue just be able to separate the behaviors.

   One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

   We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send… more

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   5 votes

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8. Emergency activation for individual locations rather than entire contact centre

   To be able to turn on the emergency function for certain areas of the contact centre rather than the entirety of the CC. So if there are multiple locations and an issue occurred in only one of them, that single location can have the emergency status activated but the other locations can operate as normal rather than it all being turned on for all locations stopping calls going into agents that can accept calls

   2 votes

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9. automatically detect RoboCalls

   Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List

   5 votes

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10. Warm Transfer Calls From RingEX USers to RingCX Agents

    To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.

    2 votes

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11. Ring CX agents Simultaneous in a que

    Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.

    7 votes

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12. Allow Callback Requests to Include Country Code

    Requesting a feature that enables or requires clients to input their full phone number including the country code when requesting a callback.

    Business Need:
    Many global businesses use call forwarding (e.g., +1) to route calls to different tenants or regions. Currently, the callback form or IVR flow only accepts local numbers, meaning international clients cannot accurately request a callback. This leads to missed opportunities and forces teams to implement workaround solutions that don’t fully meet operational or compliance requirements.

    Benefits:

    Ensures international clients can successfully request callbacks.

    Improves accuracy and efficiency of callback routing.

    Reduces manual handling or missed return calls.

    Supports global teams with multi-region call forwarding setups.

    Example Use Case:
    A UK client calls in and is rerouted to the other tenant now carrying (+1) tenant using internal forwarding.

    The callback form only captures the local number without the “+44” prefix, preventing RingCX from placing a successful callback.

    Allowing full international format input would resolve this.

    Requesting a feature that enables or requires clients to input their full phone number including the country code when requesting a callback.

    Business Need:
    Many global businesses use call forwarding (e.g., +1) to route calls to different tenants or regions. Currently, the callback form or IVR flow only accepts local numbers, meaning international clients cannot accurately request a callback. This leads to missed opportunities and forces teams to implement workaround solutions that don’t fully meet operational or compliance requirements.

    Benefits:

    Ensures international clients can successfully request callbacks.

    Improves accuracy and efficiency of callback routing.

    Reduces manual handling or missed return… more

    2 votes

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13. 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 to have a longer queue hold time and was told we had to use the CX. We just switched and are still trying to get the CX implemented.

    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… more

    14 votes

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14. requeue

    Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.

    3 votes

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15. 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.

    3 votes

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16. RingCX Global FIFO Queue Behavior Across Multiple Queues

    Enable a global FIFO behavior that ensures all calls across all queues are dequeued in strict chronological order based on enqueue time, independent of the queue they enter.

    This feature would improve call handling consistency, reduce call wait time confusion, and ensure fair handling of incoming calls when multiple queues are in use.

    2 votes

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17. 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 not be able to make any 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… more

    10 votes

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18. priorities

    In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.

    Current Behavior

    Digital interactions received after hours queue up.

    When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.

    Phone calls wait in queue until digital interactions have been cleared, unless the agent is set to take concurrent voice and digital interactions.

    Workaround: Allow concurrent digital and voice interactions at the agent level, and restrict digital concurrency to 1.

    Desired Behavior

    Provide a global queue setting that ensures voice interactions always take priority over digital interactions.

    When an agent is available, any waiting phone call should be routed first—even if digital interactions are already queued.

    Digital interactions should continue to be delivered only when no voice calls are waiting.

    Use Case Example

    Overnight, 50 chats/emails arrive.

    At 9:00 AM, agents log in.

    Under the current model, those 50 digital items are delivered before new phone calls.

    With the proposed change, live calls would immediately take priority when agents become available, while digital items wait until calls are cleared.

    Benefits

    Improves member experience by minimizing wait times for live callers.

    Aligns system behavior with industry standard expectations (real-time > asynchronous).

    Simplifies admin setup by eliminating dependency on concurrent interaction workarounds.

    Reduces the risk of agents being overwhelmed by digital queues while live calls are on hold.

    In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.

    Current Behavior

    Digital interactions received after hours queue up.

    When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.

    Phone calls wait in queue until digital interactions have been cleared, unless… more

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19. Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX

    Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
    The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.

    2 votes

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    Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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20. 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

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