1521 results found

1. Implement automatic data masking controls for PII
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   Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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2. 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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   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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3. 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.

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   Implemented  ·  3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. Google Chat as inbound channel for help desk use case

   We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
   End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
   This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
   https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
   https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
   https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
   https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view

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   3 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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   Under Review  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   This is not a common channel in CCaaS space, we'll need to gather interest on this

5. Recordings Delivery Audio Format

   Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.

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   New  ·  1 comment  ·  Call & screen recording  ·  Delete…  ·  Admin →
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6. Option to disable Call Recording for internal interactions

   • It would be great if we can have the option to disable Call Recordings for internal interaction/calls
   •This would help with the account's recording threshold
   • Currently, Call Recordings settings is limited to :
   -Recording on Transfer
   -Agent segment recording

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   New  ·  1 comment  ·  Call & screen recording  ·  Delete…  ·  Admin →
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7. Configurable Notification Sounds for RingCX Engage Digital

   Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.

   Proposed Functionality

   1. Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).

   2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the sounds before selecting; Optional volume control (tied to system audio or separate slider).

   3. Default Sound Pack: Admins can define the default sound scheme for new users; Optionally disable customization for consistency (admin override).

   4. Accessibility Consideration: Include high-pitch/low-pitch variants for users with hearing impairments.

   5. Parity with RingEX: Leverage UI/UX consistency from RingEX sound setting features to ease adoption.

   Why This Matters

   Agents miss alerts due to quiet, non-distinct, or repetitive tones especially in noisy environments or when multitasking. This leads to slower response times, missed SLAs, and frustrated customers. Providing sound personalization allows agents to choose tones that stand out for them, improving their awareness and responsiveness.

   Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.

   Proposed Functionality

   1. Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).

   2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the… more

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   New  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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8. Make the Knowledge Base for Agent Assist available on demand

   Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.

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   New  ·  1 comment  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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9. RingCX callback in queue

   Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

   Key Issues Identified:

   Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
   Solutions and Recommendations:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
   Action:
   Identify the full script of your callback message.
   Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
   In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
   Locate the callback event and upload your new, unified audio file.
   2. Enhance Text-to-Speech Naturalness:

   If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

   Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

   Action:
   Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
   Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
   Test out any newer TTS options to see if they offer a more natural sound.
   Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

   Action:
   Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
   This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
   Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

   Action:
   Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
   In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
   Steps to Implement Changes in RingCX:

   Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
   Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
   Review Queue Events: Click "Queue Events" in the left navigation panel.
   Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
   Update Audio/TTS:
   If using a custom audio file for the entire message: Upload your new audio file in the designated section.
   If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
   Important Considerations:

   Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
   Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
   Documentation: Keep a record of the changes you make for future reference.
   By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

   Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

   Key Issues Identified:

   Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
   Solutions and Recommendations:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

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10. CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL

    Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time

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    Under Review  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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11. RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page

    Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While they can edit the settings on the portal, they cannot save any modifications.

    To avoid any future confusion, I would like to suggest we introduce a toggle within the roles and permissions that would allow to individually turn the access to the “Analytics” or “Admin” tiles off and remove them from an individual’s “Welcome Page”.

    Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While… more

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    Under Review  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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12. receive 2 calls

    Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

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    0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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    Needs More Information  ·  AdminYulia (Group Product Manager, CX, RingCentral) responded

    Thank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?

    For instance:

    • Are you looking for agents to handle multiple calls simultaneously?
    • If so, could you elaborate on why this is needed and how it aligns with your workflow?
    • Are there particular use cases or challenges you’re trying to address with this feature?
    • 
      

    Your input will help us gain clarity and ensure that we can address your requirements effectively.

13. Call Timers for Agents

    When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

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    Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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14. 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.

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    New  ·  3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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15. Automatically log the RingCX agent out after they stay idle for a certain period of time

    To have a settings where they can set an idle time to automatically log out RingCX agent.
    New status "Auto Logged Off" to track in reporting.
    Option to schedule log outs, e.g. in the end of the day.

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    Under Review  ·  5 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. Recording from RingCX should be assigned to the agent who answered the call

    For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.

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17. 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.

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    Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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18. Manually assign call back request to agents

    Manager would like the option to assign out callback to agents and then have agents pick up those calls once available

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19. RCX - Realtime Dashboard Access

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, regardless if they are just an Agent or an Admin.

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    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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20. View RingCX Dashboards in Softphone-Client

    It should be possible to display the created dashboards from Analytics directly in the client, preferably via an additional selection, so that the website does not have to be open in parallel for the display.

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