187 results found
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RingCX for servicenow
Pediatrics Associates Family of Companies' (UID#185248027, RCX#
31740001) ServiceNow developer's recommendation/request, after installing the RCX for SNow integration, would be for RC to expand upon their ServiceNow offering to allow for an ITSM-friendly approach for the many ServiceNow clients out there who are just leveraging ITSM and may not have CSM entitlements. I don't think it would take much heavy lifting aside from offering a system property within ServiceNow to indicate whether to leverage CSM or not to leverage CSM. Based on that flag, their softphone iframe can either display Case/Case Task or Interaction lookup capabilities. Also, instead of account,…2 votes -
exclude specific area code in local connect
Ability to add the ability to specify a particular area code when setting up or managing the Local Connect Bucket? This feature would help in targeting specific geographical regions more effectively.
5 votes -
Hide SFTP credentials in the RingCX Recording Delivery
Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them
7 votes -
In-Queue-Callback Number Restriction To Prevent Misuse
The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.
However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.
To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.
29 votes -
Custom callback prompts
We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.
12 votes -
Show REX User Extension on internal RCX calls
Currently, REX CNAM settings can override the CNAM showing for REX users, which is typically intentional from a global level to do this; however, some customers have internal support queues that are meant to help users calling from REX to RCX, but the CNAM shows what's configured in REX.
The goal here would be for the system to recognize an internal caller and display their extension/user info instead of the REX CNAM input for the Main Site.
2 votes -
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 filesActual behavior
There is delay after the end of playing 2 files…
18 votes -
Log Internal Calls | RingCX For SalesForce
Ability to log internal calls (calls made from RingCX for Salesforce to RingEX extensions)
The current CRM app only supports logging calls for external contacts, but not for the corporate directory (RingEX extension).2 votes -
ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
1 vote -
Voicemail Notification Emails for Voice Queues with Text Transcripts
Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.
11 votes -
RCX RT Dashboard to Show Individual Caller Hold/Wait Time
Wallboard that will show how long each call has been in a queue individual hold time
and will show the total queued time for each caller.9 votes -
Populate Name in RingCX On Outbound Call
When using the RingCX embedded agent in ServiceNow, and a outbound call is placed with click to dial, the "Name" is not populated in the RingCX agent like it is on an incoming phone call. This would provide a more consistent user experience on inbound and outbound phone calls in the RingCX agent. Additionally, it would assist in finding other open cases that that contact has right within the RingCX agent, so the user does not have to navigate back to ServiceNow to look at the contact's other open cases.
1 vote -
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
2 votes -
SPOG: Automatically set caller id
The Issue:
Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.Suggested Feature:
Make the system automatically pick the right caller ID based on the kind of call:If it’s a call from a RingCX queue, show the queue or company main number.
If it’s an internal call (extension…
2 votes -
RingCX - Survey report
The ability to get a report on surveys both for voice and digitial.
Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.
29 votes -
Historical Reporting handle count for digital channels in RingCX
On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.
Sample report wherein the digital interactions were counted as handled:
Interactions details report
Interactions overview report
Agent Activity ReportIt should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).
5 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 -
Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
1 vote -
End Call Tone (RingCX/Salesforce)
When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.
7 votes -
Requeue in all messages
A capability to requeue all messages, rather than simply reassigning them to an agent, would be necessary.
2 votes
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