65 results found
-
Sync RingCentral Desktop Application With RingCX
RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.
Key Points:
1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.Presence Integration: Leverage the user presence feature to reflect an…
318 votes -
Post call status to remain the same as the pre-call status for the agents/supervisors
When an agent or supervisor's pre-call state is Working, their status should remain the same after every inbound call or outbound call.
9 votes -
Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.
Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.
Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".
The "My Messages" section offers the following options:
-Transfer (to a queue)
-End Message
Extra Actions:
-Recategorize
-Reassign (directly to an agent)
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expertThe "All Messages" section offers the following options:
-Solve (End Message)
-Defer
Extra Actions:
-Recategorize
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expert…
69 votesIn design
-
change button shape and placement
Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.
It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.
Please see case 28193631 for further information along with a video.
24 votes -
Preserve Agents’ extension as Caller ID for Internal Calls
When agents make internal calls on the SPOG, their caller ID shows the RingCX caller ID Setup. It would be helpful if the system preserved the agent’s actual Extension as caller ID so colleagues can easily recognize who is calling.
16 votes -
Ability to limit SMS channel selection when creating an outbound SMS message
When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.
In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.
It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.
34 votes -
Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types
We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.
By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.
25 votes -
RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call
Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.3 votes -
All Messages Conversation Search Enhancement
There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.
Please see the screenshots.
If a number is formatted in 3 different ways as it's used in RCX:
(734) 279-2221
17342792221
734-279-2221When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or…
21 votes -
Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
25 votes -
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
12 votes -
RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
25 votes -
Need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents.
We need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents. Currently, agents can see the total call time but cannot see how long a caller has been on hold, leading to compliance gaps, inconsistent customer experience, and unintentionally long hold times. I would like to request A secondary timer that: Displays real‑time hold duration (HH:MM:SS) Resets each time hold is removed Remains visible at all times If possible, and alerts agent when hold exceeds a set threshold
2 votes -
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Use Case: This will allow agents to categorize interactions more effectively with:
Notes (text field)
Disposition (drop-down)
Category 1 (drop-down)
Category 2 (drop-down)
10 votes -
Integrate Salesforce within the RC App
The more our customers leverage RingCX, they need a way to avoid web page refreshes disconnecting calls. Salesforce (SFDC) encounters a lot of random refreshes that are impacting the SFDC Agent widget when on calls (since it's just the RCX native with a skin on it). If the agent can use the embedded RCX within the desktop version of RingEX, and they can access SFDC content in-app, that would be a solid workaround for the refresh issue.
SFDC content to access in-app includes: customer profiles, records, accounts, opportunities, etc.
20 votes -
Add Ringtones when Requeuing in SPOG/RCX for RC App
In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".
10 votes -
Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.
We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.
136 votes -
Callback Queues in Real time dashboard
The customer is requesting enhanced visibility for callback queues within the RingCX Real-Time Dashboard. Currently, while the Real-Time Inbound widget provides an overview of total queued interactions, it does not distinguish between active queued calls and callback-queued requests. As a result, both interaction types are grouped together, limiting the ability to accurately monitor callback activity in real time. The customer is specifically looking for a configurable widget or dashboard enhancement that allows callback-queued requests to be displayed separately from active calls, enabling clearer insights into queue distribution (e.g., distinguishing how many are active vs. callback requests at any given time).…
1 vote -
dashboards data refresh time
customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.
68 votes -
RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)
This initiative is being worked on and is called Single Pane of Glass
The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.
The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.
You cannot see MVP queues in the Corporate Directory when transferring…
114 votes
.png){kind=link}
.png){kind=link}
- Don't see your idea?