869 results found

1. Admin Roles and Permissions Access Control

   Add a dedicated permission within the Admin Role section that allows organizations to grant or restrict access to Roles and Permissions for individual administrators.

   Currently, administrators cannot be given broader account-management capabilities, such as account visibility and managing users or queues, without also receiving access to roles, permissions, and access-control settings.

   The requested enhancement would allow some administrators to manage operational areas of the account while preventing them from assigning roles, modifying role permissions, or granting and removing permissions for other users.

   This would support a clearer separation between account management and access governance, while reducing the risk of unauthorized or unnecessary permission changes.

   Add a dedicated permission within the Admin Role section that allows organizations to grant or restrict access to Roles and Permissions for individual administrators.

   Currently, administrators cannot be given broader account-management capabilities, such as account visibility and managing users or queues, without also receiving access to roles, permissions, and access-control settings.

   The requested enhancement would allow some administrators to manage operational areas of the account while preventing them from assigning roles, modifying role permissions, or granting and removing permissions for other users.

   This would support a clearer separation between account management and access governance, while reducing the risk of unauthorized… more

   33 votes

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2. Configurable Auto-Resolve Settings for SMS Shared Inbox

   Customer is requesting additional configuration options for SMS Shared Inbox conversation management.

   Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.

   Requested enhancements:

   Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
   Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).

   Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the Resolved folder, making conversation tracking difficult.

   Business Impact:
   The current workflow is affecting visibility and continuity of SMS conversations within the shared inbox and creating operational confusion for users handling customer communications.

   Customer is requesting additional configuration options for SMS Shared Inbox conversation management.

   Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.

   Requested enhancements:

   Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
   Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).

   Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the… more

   30 votes

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3. repartitions interactions

   Bonjour,
   il faudrait que la répartition des interactions numérique prenne en compte le nombre d'interactions déja attribué.
   Ex
   agent 1 : 3 interactions sur la journée
   Agent 2 : 0
   agent 3 : 1
   Nouvelle intercation attribué a l'agent 2 .
   Mais si 2 interactions arrivent privilégier la répartition par agent
   1 pour l'agent 2 et une pour l'agent 3 .
   La répartition doit prendre en compte le temps de connexion.
   Un agent qui commence plus tard ne doit pas rattrapé les autres.
   Il se peut que tous les agents ne commencent pas en meme temps .
   lors de la connexion d'un nouvel agent (temps de connexion à zero) il faut que le calcul de la répartition reparte à 0 pour ne pas le charger

   Bonjour,
   il faudrait que la répartition des interactions numérique prenne en compte le nombre d'interactions déja attribué.
   Ex
   agent 1 : 3 interactions sur la journée
   Agent 2 : 0
   agent 3 : 1
   Nouvelle intercation attribué a l'agent 2 .
   Mais si 2 interactions arrivent privilégier la répartition par agent
   1 pour l'agent 2 et une pour l'agent 3 .
   La répartition doit prendre en compte le temps de connexion.
   Un agent qui commence plus tard ne doit pas rattrapé les autres.
   Il se peut que tous les agents ne commencent pas en meme temps .
   lors de la… more

   14 votes

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4. call back to follow queue business hours

   We have a CX Queue called RPS.  On Fridays, the queue closes at about 4:30pm.  The agents log off and go home.  Sometimes there is a requested callback still waiting to happen.  The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department.  The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment.  This agent then at 6:45am fields the callback that was left the previous night.  This is too early to be calling patients.  We would like that callback to start at 8:00am. 

   We have a CX Queue called RPS.  On Fridays, the queue closes at about 4:30pm.  The agents log off and go home.  Sometimes there is a requested callback still waiting to happen.  The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department.  The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment.  This agent then at 6:45am fields the callback that was left the previous night.  This is too early to be calling patients.  We would like that callback to start at… more

   26 votes

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5. Add Busy Tone and Announcement options for RingEX calls during active RingCX sessions

   Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

   Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

   • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

   • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

   • Forwarding: Route the direct call to a prefered destination.

   Business Value:

   • Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

   • Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

   • Flexibility: Supports business workflows where personal voicemail is disabled or not used.

   Benefits:

   • Eliminates administrative overhead for agents.

   • Provides more professional call handling options during active CX sessions.

   • Allows for "Active" rather than "Passive" call management.

   Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

   Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

   • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

   • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

   • Forwarding: Route the direct call… more

   23 votes

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6. Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows

   Advanced Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows

   The current "Callback in Queue" functionality in RingCentral RingCX is bound strictly to individual queue events, creating operational gaps and falling short of modern CCaaS market standards. This proposal outlines a comprehensive enhancement to transition RingCX from a basic, reactive voice-callback mechanism to an intelligent, omnichannel, and customer-scheduled callback ecosystem.
   By embedding callback logic directly into the IVR workflow and digital routing engines, RingCX will empower administrators with precise operational control, provide agents with critical customer context, and offer customers unprecedented flexibility across voice and digital channels.

   Implementing these enhancements directly addresses key operational metrics and market positioning:
   ● Competitive Parity: Bridges the feature gap with legacy and Tier-1 CCaaS competitors who offer robust, multi-modal scheduled callbacks out of the box.
   ● Reduced Abandonment Rates: Giving callers alternative channels and precise scheduling windows dramatically lowers abandoned call rates.
   ● Improved Agent Efficiency & Customer CSAT: Eliminates the awkward "Hi, who am I speaking with and how can I help you?" phase of a callback. Agents answer the call fully briefed, armed with context, and ready to resolve the issue immediately.

   Advanced Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows

   The current "Callback in Queue" functionality in RingCentral RingCX is bound strictly to individual queue events, creating operational gaps and falling short of modern CCaaS market standards. This proposal outlines a comprehensive enhancement to transition RingCX from a basic, reactive voice-callback mechanism to an intelligent, omnichannel, and customer-scheduled callback ecosystem.
   By embedding callback logic directly into the IVR workflow and digital routing engines, RingCX will empower administrators with precise operational control, provide agents with critical customer context, and offer customers unprecedented flexibility across voice and digital channels.

   Implementing these… more

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   14 votes

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7. New Campaign Loaded Lists View Needs Improvement

   The new campaign loaded lists view needs improvement. There was nothing wrong with the previous view. The new view added color coded status icons.. Outside of that I’m not sure why these changes were needed.

   The new look of the loaded lists view removed the ability to drag the column headers to see the full name of loaded list names, uploaded by names, and lead counts. You can hover over an item for the full name to be displayed, but this is very inefficient when trying to look at lists at a quick glance…

   Please consider adding the ability to resize columns as was available in the previous version.

   Image shows cut-off items. Blank white spots are redactions.

   The new campaign loaded lists view needs improvement. There was nothing wrong with the previous view. The new view added color coded status icons.. Outside of that I’m not sure why these changes were needed.

   The new look of the loaded lists view removed the ability to drag the column headers to see the full name of loaded list names, uploaded by names, and lead counts. You can hover over an item for the full name to be displayed, but this is very inefficient when trying to look at lists at a quick glance…

   Please consider adding the ability to… more

   •  

   8 votes

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8. Feature Request: Scheduled Callbacks for Voice Queue Dispositions

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be completed.

   • Optionally allow RingCX to automatically dial the scheduled callback when the assigned agent’s state changes to Available.

   • If the original agent is unavailable, optionally allow the callback to be handled by another eligible agent in the queue.

   • Show the callback’s status, such as Scheduled, Due, In Progress, Completed, Missed, or Rescheduled.

   • Allow authorized users to reschedule, reassign, or cancel a pending callback.
   Record the callback activity in the interaction history and reporting.

   Example Workflow:

   1. An agent completes a Voice Queue interaction.
   2. The customer requests a callback at a specific date and time.
   3. The agent selects Schedule Callback as the Voice Queue disposition.
   4. The agent enters the callback schedule and saves it.
   5. The callback is added to the Queue Callback Lists tab.
   6. When the callback becomes due, RingCX displays an alert or banner to the agent.
   7. Depending on the configured behavior, the agent can manually start the call, or RingCX automatically dials the customer when the agent becomes available.
   8. The callback result is recorded and the item is removed from, or marked completed in, the callback list.

   Business Need:

   Voice Queue agents often receive requests to call customers back at a specific time. Without a native scheduling workflow, agents must rely on external calendars, notes, or manual reminders. This creates a risk of missed callbacks, inconsistent customer experiences, and incomplete reporting.

   Adding scheduled callbacks directly to Voice Queue dispositions would centralize callback management, improve agent accountability, reduce missed customer commitments, and provide better operational visibility.

   Important Distinction:

   This request is specifically for Voice Queue dispositions. It is separate from the existing scheduled-callback functionality associated with Campaign Dialer dispositions. The requested feature should work for inbound or Voice Queue interactions and integrate with the Queue Callback Lists workflow.

   Acceptance Criteria:

   • Agents can schedule a callback from a Voice Queue disposition.
   • The callback date, time, time zone, phone number, and notes can be captured.
   • The scheduled callback appears in the Queue Callback Lists tab.
   • The assigned agent receives a visible notification when the callback becomes due.
   • Administrators can configure manual dialing or automatic dialing when the agent becomes available.
   • RingCX prevents multiple agents from calling the same callback simultaneously.
   • Missed or overdue callbacks remain visible and can be escalated or reassigned.
   • Callback attempts and final outcomes are included in interaction history and reporting.

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be… more

   12 votes

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9. ring CX call id

   When receiving an incoming call from an employee their name is not displayed unless they are on the ex side only. This causes confusion on who is calling. We would like for the employees name that is calling any internal extension to be displayed on the incoming call whether they are cx or ex

   22 votes

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10. Add filter for Holiday 'Queue is Open' System Alerts

    Issue:
    The system is not configured to check the holiday schedule, causing it to send alerts that a queue is open even when it is closed for a holiday.

    Proposed Solution:
    Add a filter option to the alert system that allows it to check the holiday schedule. This filter would prevent "queue is open" alerts from being sent on scheduled holidays, ensuring the alerts accurately reflect the operational status of the queue.

    89 votes

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11. Feature Request: Configurable Agent “Working” State Timeout

    Feature Request: Configurable Agent “Working” State Timeout
    Summary

    Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

    Problem Statement

    • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

    Proposed Solution

    • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

    1. Enable or disable the timeout for the Working status.
    2. Configure the timeout duration.
    3. Select the action RingCX performs when the threshold is reached. Timeout Actions

    Administrators can choose one of the following actions:

    1. Sign out of RingCX • Completely sign the agent out of RingCX.
    2. Sign out of all queues • Remove the agent from every assigned queue while keeping them signed in to RingCX.
    3. Change status to Available • Automatically change the agent’s status from Working to Available so they can receive new interactions.
    4. Do nothing Keep the agent in Working status. The timeout event may still be recorded for reporting or monitoring purposes.

    Functional Requirements
    • The timeout duration must be configurable by an authorized administrator.
    • The timer starts when an agent enters the Working status.
    • The timer resets whenever the agent exits and later re-enters the Working status.
    • The configured action is performed only if the agent remains continuously in Working status for the entire timeout period.
    • If the agent changes status before the threshold is reached, no timeout action is performed.
    • The setting may be configured globally and, if supported by RingCX’s configuration model, overridden for specific teams or agent groups.
    • Only users with the appropriate administrative permissions can change the timeout configuration.
    • Configuration changes should be recorded in the administrative audit log.

    Each timeout event should record:
    • Agent name or ID
    • Time the agent entered Working status
    • Configured timeout duration
    • Time the threshold was reached
    • Action performed

    Result of the action

    Agent Experience

    • RingCX should optionally notify the agent before performing the configured action. For example:

    "You have been in Working status for 55 minutes. Your status will automatically change in 5 minutes."

    When the action is performed, the agent should receive a confirmation explaining what happened and why.

    Acceptance Criteria

    1. Given that the Working State Timeout is enabled, when an agent remains continuously in Working status for the configured duration, then RingCX performs the selected timeout action.

    2. Given that the selected action is Sign out of RingCX, when the timeout is reached, then the agent is signed out of RingCX.

    3.Given that the selected action is Sign out of all queues, when the timeout is reached, then the agent is removed from all queues but remains signed in to RingCX.

    1. Given that the selected action is Change status to Available, when the timeout is reached, then the agent’s status changes to Available.

    2. Given that the selected action is Do nothing, when the timeout is reached, then the agent remains in Working status and no automatic status change or sign-out occurs.

    3. Given that an agent exits Working status before reaching the timeout, then no timeout action is performed and the timer is cleared.

    4. Given that an agent later re-enters Working status, then a new timeout period begins.
       Given that an automatic timeout action occurs, then the event and its result are recorded in the audit or activity log.

    5. Given that a pre-timeout notification is enabled, then the agent receives a warning at the configured time before the action occurs.

    Business Value

    This feature would help organizations:

    • Prevent agents from remaining unavailable unintentionally.
    • Improve queue coverage and workforce availability.
    • Reduce manual monitoring by supervisors.
    • Improve the accuracy of agent-state reporting.
    • Maintain service levels through consistent status management.

    Feature Request: Configurable Agent “Working” State Timeout
    Summary

    Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

    Problem Statement

    • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

    Proposed Solution

    • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

    1. Enable or… more
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12. callback callerID

    Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.

    Customer is requesting an option to include / enter an external number as the CID.

    Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.

    Customer supports multiple residential properties and all calls originally reaches these properties. If calls are not answered or REX CQs wait settings are reached, it forwards to RCX via CCRN. These CCRNs are not published and customer prefers these are not to be used as Callback CIDs and would like to use their main published number. This main published number is also an external number which has been approved as a Substitute CallerID and completed the process for the account.

    Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.

    Customer is requesting an option to include / enter an external number as the CID.

    Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.

    Customer supports multiple residential properties and all calls originally… more

    8 votes

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13. RingCx Agent non-activity (Idle) for an amount of time - to change status to any unavailable state

    The customer wants agents' status to automatically change to a selected unavailable state after a specified idle time period.

    9 votes

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14. Robo calls and Spam caller detection

    This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.

    25 votes

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15. Change how OB Abandon results reflect in Analytics for Preview Campaign

    When the agent leg connection is disrupted or cannot be established in the moment it attempts to place the call, it results in an intercept and registers as an Outbound Abandon in reporting due to 0 seconds of agent talk time. This is specifically for a Preview dialer or a 1 to 1 type campaign.

    We would like for these to be represented differently in reporting, specifically noting that the agent leg connection was disrupted, instead of just reading it as an Outbound Abandon.

    8 votes

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16. Allow us to control or add audio devices for ringing in RingCX Agent for Salesforce.

    Currently we can only have the ringing of an incoming call sound in the agent's headset. This means the agent must have their headset on all the time. There is no setting to add an alternate audio device for ring tones to emit out of. If agents access to do this, then they can take a break from the headset during lulls in call volumes and still hear when a call comes in.

    8 votes

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17. Bulk Deletion of Unread Digital SMS and Email Notifications for Unread Messages

    Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications

    Product: RingCX

    Feature Category: Digital Channels / SMS Messaging

    Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.

    Requested Enhancements:

    1. Bulk Deletion of Unread Digital SMS Messages

    Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one at a time.

    Benefit:

    Reduces administrative effort and time spent managing message queues.
    Improves inbox cleanliness and organization.
    Helps teams efficiently remove spam, test messages, or obsolete conversations.

    Suggested Functionality:

    Multi-select checkbox for unread SMS conversations.
    "Delete Selected" action for bulk operations.
    Role-based permissions to control who can perform bulk deletions.
    Confirmation prompt before deletion to prevent accidental removal.
    2. Email Notifications for Unread Digital SMS Messages

    Provide the ability to send automated email notifications when digital SMS messages remain unread for a configurable period of time.

    Benefit:

    Helps prevent missed customer communications.
    Improves response times and customer satisfaction.
    Provides additional visibility for supervisors and agents responsible for digital channels.

    Suggested Functionality:

    Configurable notification thresholds (e.g., 5, 10, 15, 30, or 60 minutes).
    Notifications sent to assigned agents, supervisors, or designated distribution lists.
    Option for recurring reminders until the message is read or addressed.
    Include key details in the notification, such as:
    Customer phone number
    Queue or inbox name
    Time message was received
    Direct link to the conversation

    Expected Outcome: These enhancements would improve operational efficiency, reduce the likelihood of missed customer messages, and provide better oversight of digital SMS interactions within the RingCX platform.

    Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications

    Product: RingCX

    Feature Category: Digital Channels / SMS Messaging

    Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.

    Requested Enhancements:

    1. Bulk Deletion of Unread Digital SMS Messages

    Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one… more

    6 votes

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    New  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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18. RNA State Duration option

    option for either an automated change from RNA to Available or the ability to set a specific duration for RNA before the status automatically changes to Available.

    34 votes

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    New  ·  10 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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19. RCX AGENT DIALPAD

    RCX Agent Dialpad should be added on Agent Tab in RingCentral App.
    This means that the Dialer/Dialpad within RingCX Tab has RingCX CallerID's by default and will have no option to use RingEX lines as OB Caller ID. This will enhance and minimize agent errors when making an outbound call.

    •  

    12 votes

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    New  ·  3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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20. Overriding Wrap Up ACD State

    Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.

    6 votes

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    New  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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