1180 results found
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Allow Super Admins to have a non billable agent account for testing
Enable Super Admins to access a non-billable agent account specifically designated for testing purposes. This account will allow Super Admins to simulate agent activities, troubleshoot issues, and test system updates or changes without incurring additional charges or affecting billing metrics. By providing a non-billable test account, Super Admins can ensure that workflows, new features, and platform configurations are thoroughly vetted, improving the reliability of the overall system and enhancing the user experience for all agents.
1 vote -
Unneeded Global Audio Files
There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.
For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".
2 votes -
Give meaningful error message when trying to move number assigned to ring cx to inventory
When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."
This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.
3 votes -
RingCX Report For Total Number Of Available Time For Not Receiving Calls
Customer wanted to generate a report that shows Total Number of Available Time for Not Receiving Calls or No Call in Queue for each agent for the whole account in RingCX
4 votes -
Call Park on Desktop App
As of recently 10.25.24 - the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move…
1 vote -
Customer Profiles syncing over after being filled out
Once we fill out the customer's profile information, can we get it to where the next time the customer calls, it shows their name instead of the phone number they are calling from.
1 vote -
Allow Route Node in Workflow Studio to send call to another Workflow
The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.
2 votes -
Add Branch Node to Workflow Studio
Agent Script Studio has a Branch Node to implement if-then-else or switch logic without writing JavaScript code. This would be a very useful Node to have in Workflow Studio
1 vote -
Add Data Builder node to Workflow Studio
Agent Script studio has a Data Builder node to create look up tables. This node would be very useful in Workflow Studio for things like looking up a State by Area Code from the caller's ANI. Can be used in Insurance or Real Estate verticals where callers need to get connected to agents licensed in a particular state.
1 vote -
Add Voicemail Transcription for Contact Center
Currently there is no voicemail transcription offered in RingCX like we are provided with RingEX. This would be a massive time saver for high volume Contact Centers.
12 votes -
Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
17 votes -
Pass limits per 24 hours
Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)
Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key
Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing
Customers would like this feature as soon as possible, as it makes…
2 votes -
Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard
Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:User State Monitoring:
Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which…4 votes -
RingCX Queue/Global Phonebook used for Manual Outbound Calls
Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.
Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.
76 votes -
Answer mangement
Customer would like ability for agents to remain offhook but still be presented pop up for "answer/decline" call on inbound calls. There appears to be no current way to configure this scenario.
1 vote -
Agent Script/Custom Field Recording Delivery
Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.
Currently, only the field name feeds over to the S3/AWS bucket in the file name.
33 votes -
TTA acceptance time
Customer would like TTA on inbound calls connecting to agents to follow "max accept" time set on queue and not length of "agent whisper" audio file.
1 vote -
RingCX Dialer Completed Lead list Notification
Add a feature to enable RingCX Dialer notifications when a lead list has been completed.
Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.
6 votes -
Web callback widget management from RingCX
Provide a widget management from RingCX Admin to enable Web callback from customer website.
Similar to chat invites but for callback we need to be able to manage the look and feel (color, design) of the widget and more capabilities like:
- real time or scheduled callback,
- agent availability for real time,
- calendar for scheduled,
- associated campaign,
- form to get contact details and additional context - if needed, optional custom fields populated by Javascript or CSS selector for a deeper integration
- ...4 votes -
Adjustment - Cancel call transfer Label
Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):
when making a transfer:
put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:
in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
"Cancel Transfer : EXtension xxxx" .17 votes
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