1450 results found
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Ability to Disable RingCX button inside the Glip while keeping RingAgent
Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.
It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.
8 votes -
Full Access User Visibility to Real-time DNC Integration Field
In RingCX, allow Full Access Users to see the Real-Time DNC Integration field in Campaign settings.
Currently, only super admin views have access to this field.
2 votes -
Add manual dialing for referred customers
When some potential customers mention that they know someone who is looking for or needing our services and want to give us their number, or when they indicate that their spouse is the one we need to speak to and volunteers their number - it would be ideal and a great aid if we were actually able to use that information to take advantage of the presented opportunity and cease the moment and get referred customers.
1 vote -
Customizable Agent State in RingCX
Agent cannot receive SMS and other Digital interactions when they are in an "Away" State.
They are required to be in "available" to take those digital interaction, but at the same time, get incoming call.
It would be better if we can customize agent state in ringcx where agent will only get digital interaction and not inbound call.
2 votes -
Enable Replying to Messages from 'All Messages' Tab
Allow agents to reply to customer messages directly from the 'All Messages' tab in the RingCX Agent interface, instead of navigating to the 'My Messages' tab.
2 votes -
Defining "Other'" Category in RingCX Historical Reports and Historical Dashboards
In RingCX, the "Other" category might encompass the following scenarios:
Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
Undefined Outcomes: Calls that ended without a clear interaction disposition.
This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.…
4 votes -
Option to Sort Old Messages/interactions at the Top
the client would like a feature to be added that allows users to sort message threads so that older interactions can appear at the top of the inbox in "All messages". This would be particularly helpful for:
-Quickly revisiting important past conversations without scrolling or searching.
-Managing long-term projects where older threads remain relevant.
1 vote -
Unable to fast forward or rewind while listening to call recordings
Ability to fast forward or rewind while listening to call recordings in RingCX
11 votes -
CNAM display in RingCX Real Time Dashboard
Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.
6 votes -
Dashboard view modification
Please add an option to hide the extra part at the bottom for the real-time dashboard.
25 votes -
add calling function when in a chat
It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
Right now you have to copy and paste the phone number to the phone menu7 votes -
Modify RingCx Integrated Cloud Destination / External Contact Center
Ability to access Cloud Destination outside RingCX to modify or configure
1 vote -
Assigning the email interaction to a group instead of manually selecting agents.
Ability to assign the email interaction to a group instead of manually selecting agents. Right now, we can only assign email interaction manually to an agent, but there is no option to create a group to assign the email interaction instead.
1 vote -
Multiple integration webservice endpoints per event for a queue
Currently for a voice queue in the integration section, you can only have one web service endpoint selected for an event like De-Queue Webservice, Agent Connect Webservice and Agent Termination Webservice. It would be nice to be able to send those events to two different environments - production and staging endpoints for testing.
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 -
Dialer Reporting - Add a column for Disposition
Customer preference would be is to see dispositions to see how many qualified dispositions there were per agent. Can we have a column just for disposition? And the second thing is, can we do it just for one specific disposition?
E.g. from customer:
Because a qualified disposition is what we call a lead, a qualified lead. Josh Davis, he handled 175 calls. He was on the phone for X amount of time, and he got three leads. Now we have to do a calculation on the seconds and customer don't know how many leads he got except for what he…
1 vote -
(Dialer Reporting) Avg Talk Time, Customer Talk Time and Avg Agent Handle Time to show in Minutes instead of just Seconds
Maybe in a feature request, it may be in a further upgrade or software change.
Instead of doing the calculation each time, if an option to make it Minutes (Avg. Talk Time, Customer Talk Time, Avg. Handle Time) instead of seconds, it would be very helpful.
The whole point of seeing a report is you look at the report right away and right away you interpret it. Not having to do a calculation to figure it out. Especially when you do it in comparison to other people/agents.
1 vote -
Recover Deleted RingCX Account
User accidentally deleted the user account and it would be better to have an option to retrieve/recover it so they won't be able to re-create it from scratch
1 vote -
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.
21 votes -
On Hook Mode WITH "hot" connection always on
On Hook Mode WITH "hot" connection always on.
Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.
Currently:
If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related).…6 votes
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