1141 results found
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📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
Summary:
Request to add a feature in RingCX that allows agents to escalate calls through a configurable form, which automatically sends an email notification to designated recipients (e.g., management or escalation teams).Details / Business Need:
Current workflow requires TP Patient Experience Voice Queue agents to escalate calls to management using a “TP Escalations” form.
The form should automatically generate and send an email containing escalation details to predefined recipients.
This is critical for time-sensitive issues and improves communication between agents and management.
Problem Statement:…
1 vote -
Have Answered Interactions per Agent have a per-hour report
Have an option for Answered Interactions per Agent or any other report, have a per-hour (per-day) option. This gives a clear view of how calls are trending and how productive agents are in handling calls.
1 vote -
RingSense - RingCX Integration Prior to Account Activation
Maybe I am missing something, but the RingSense product picks up a newly added user from RingEX. They get all of the proper integrations. Since we are using RingCX, we also want to add the user into RingSense and have them ready for day one. However, the RingSense product does not allow for RingCX integration until the account is activated. Why is this not the same as RingEX integrations? Or is there a way to do this without falsifying the email and activating the RingEX account with a terrible workaround process?
1 vote -
Use computer's number keys to send digits when using keypad
While on an outbound call that has reached an IVR, pop out the keypad to interact, but use the COMPUTER'S keyboard to select the digits instead of clicking on the digits in the on-screen keypad
1 vote -
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.0 votes -
Adding a Custom field for a Calls in RC app Environment.
To add a Custom field in RC App where the Caller can add data or Information to each of the calls that the caller is making. this Custom field will be used for tagging the Call to a specific ticket or issue which will be helpful for tracking at a later point of time.
0 votes -
monitoring
Within RingCX Supervisor, when selecting real-time monitoring, the RingCx dial pad populates, allowing the supervisor to Whisper and Barge if needed. It also allows the call to be disconnected, meaning the caller and the agent will be disconnected if the end call button is selected by the supervisor from the dial pad. Please disable the end call option, or at a minimum after that is selected a choice should be presented to allow the supervisor to stop monitoring, or to fully disconnect all callers.
I realize that in the top banner of the supervisor window, monitoring can be stopped without…
1 vote -
Canned response in initial outbound email/SMS
Initiate an email or SMS with canned responses (same as reply assistant template) available to shorten the time spent on initiating new messages.
1 vote -
Mask Customer ANI from Agent
Support Case already submitted but got closed: 29329693
Request
Problem description: Customer requested to mask customer's ANI for all incoming inbound calls. We created Cloud profile but it is still showing the ANI.
Actual behavior: For any inbound call ANI is still being displayed
Expected behavior: Customer's ANI is no longer shown to the agent for any inbound calls.1 vote -
1 vote
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RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor
ummary:
Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.Details / Description:
Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the…
6 votes -
Productized Lead Loader API / Speed2Lead
Productized Lead Loader api / Speed2lead.
On the old chat form you can create a form and send leads to dialer campaign.
To include this option in the new chat form and set as subscription option for customer.
7 votes -
Filter for agents using inbound emails
Inability to locate or display IB-Mail agents via search, which may slow down operations, generate errors, or prevent certain administrative or technical actions. See attached screenshot.
Category:
Functional bug/interface anomaly
Expected behaviour:
The search function should display IB-Mail agents in the same way as other types of agents, based on the criteria entered1 vote -
Improved display of RingCX agent status in Ringcentral app
Is it possible to improve display of the agent status of RingCX in the Ringcentral app integration?
Background: During brief network interruptions, agents are disconnected without necessarily noticing. A pop-up notification that they have been disconnected and/or a clearer display of the status in accordance with WCAG 2.1m, e.g., using larger icons or color-coded status fields, would help agents.2 votes -
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available.
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available. Its misleading to have the status as Available during wrap up time thats set on the back end.
3 votes -
customize ringcentral video meeting company logo
customizing the RingCentral video to company logo instead of RingCentral logo
1 vote -
Paging in RCX
Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.
5 votes -
Paging in RCX
Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.
1 vote -
Screen Calling for Outbound Dialer
Title: Screen Calling Feature for RCX Outbound Dialer for leads with Google Assistant
Use Case: If the agent gets routed to a lead with Google Assistant, the agent will hear a prompt asking to say their name and reason for calling before the call gets routed to the actual lead so the name and reason for calling is initially what the lead with Google Assist would hear.
8 votes -
Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop
Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.
This creates an inconsistency across channels:
Phone: Caller ID matches and pops a record in Dynamics.
Email: Sender address matches and pops a record in Dynamics.
Chat: Pre-Chat data is ignored, leaving agents without context.
As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to…
3 votes
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