1575 results found
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CallerID flexibility
We have a Central Office and many Satellite Sites, we need to enable a few specific staff members to be able to set their CallerID to any of the Satellite Sites, at the moment this is a site by site feature and needs to be a user feature.
2 votes -
Warm Transfer Improvement
Currently if a customer is on hold while the agent is performing a warm transfer, and the customer hangs up, it hangs up the call for all parties. If the customer is placed on hold, and the agent is announcing the call to the other department/party, if the customer hangs up, it should not hang up the entire call.
19 votes -
Contact List
Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).
1 vote -
Call Recording Retrieval Options
Create a widget in historical Reports to easily pull call recordings for the past few days.
1 vote -
Separate Elapsed Times
Driver calls Dispatch, Dispatch calls customer, Driver hangs up. Need two separate elapsed times: One for driver and one for customer... another phrasing: when dispatcher makes secondary call, WM needs the elapsed time for the call with the driver and the elapsed time for the second call to the customer.
1 vote -
Keypad Pop-Up
Driver calls Dispatch, Dispatcher goes to call customer. Need the keypad to pop up automatically to allow less clicks.
1 vote -
Exporting Agent Access Information
WM would like adhoc downloadable report with the following columns of data:
First/Last Name
Voice Queue Name
Rank Within Queue
Digital Queue Name1 vote -
Change Text Queue List Visibility
Ability to turn off or on list of text queues for dispatchers.
1 vote -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
3 votes -
RingCX Time Based Callback-in-Queue Offering
It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.
42 votes -
Feature Request : Dialer: Fallback Handling if Agent Doesn’t Answer
Additionally, the customer requested the following feature:
If a broadcast-detected live answer is routed to an agent, and the agent fails to answer,
They want the call to be automatically forwarded to a RingEX AI Agent (or another fallback destination), instead of being missed entirely.
2 votes -
Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
RingCX Dialer ability to merge old leads to new leads
in RingCX outbound dialer, it would be better to have the ability to merge/combine old lead that was dialed before to the same lead that is being uploaded like 6 weeks ago.
By doing this, the history of the previous lead are visible to the agent that will take the new lead.
1 vote -
RingCX- Option to tell callers how many other callers are ahead of them when a queue is full
Requesting Option for RingCX to tell tell callers how many other callers are ahead of them when a queue is full.
3 votes -
RingCX custom report that includes actual message in digital email.
A custom report that provides data on how the agent responded to the digital email. Must include the actual message sent.
3 votes -
RingCX Digital Channel's sender name
In RingCX Digital Channels's sender name, customers are using the variable {{first name}}{[last name}}.
This feature is working as expected. However, if they transfer an email from one channel to another, it is still recognizing the first and last name of the agent from the channel the email was initially assigned. The first and last name should recognize the name of the NEW agent assigned from the other channel.Please see example below.
The first screenshot shows the correct sender Toni. You would notice that her signature is also on the email she sent.
3 votes -
Display Break and Lunch Schedules in RingCX
Have the ability to display the users break/lunch schedule when a user logs in to RingCX
2 votes -
dial number
Have the ability to keep the main phone number but change the dial to number. Sometimes a customer wants us to call them on their cell phone but we need to keep the associated phone number with the account.
1 vote -
restrict permission to view digital Interaction.
customize the visibility of the message bar on a per-user basis
1 voteCan you please provide more information?
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Show the entire message and not strip away an email thread and only leave the newest message
This account would like to have the ability to view the entire email thread and not only leave the newest message.
4 votes
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