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1446 results found

  1. Conditional Queue Events - Engage Voice

    The 'modular' nature of Engage Voice is helpful. However, with this design, some feature-sets of one routing component are not found in others. Having a if/and feature enhancement to inbound queue events would bridge this gap. Example: Play audio file 'A' for normal conditions. If wait time is 'x' then play audio file 'B'. This idea could be expanded to any queue event type.

    3 votes

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    Future Consideration  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Admin →
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  2. Upgrade LumenVox ASR

    The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.

    2 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  3. Support Custom Meta data between RCX and AIQM

    Support Custom Meta data between RCX and AIQM

    1 vote

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    New  ·  0 comments  ·  AI quality management  ·  Admin →
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  4. ability to select other local caller id settings aside from what is assigned to the account

    It would be helpful if we can select another option in the local caller ID settings set for the campaign. Other than adding a number in RingEX and having it assigned to the contact center

    1 vote

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    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Admin →
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  5. Voicemail Box

    Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.

    1 vote

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    Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Admin →
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  6. RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice…

    1 vote

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    New  ·  0 comments  ·  Other  ·  Admin →
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