1096 results found
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Feature Request – Persistent RingCX Session Across Page Reloads and Tabs
Issue Description:
• Currently, users are required to log in again when they reload the page or open a new tab in RingCX. Additionally, in Salesforce, users must repeatedly select their RingCX account and voice connection options (integrated softphone, RingCentral Office phone, or external phone) every time they switch tabs or refresh the page.Customer Impact:
• Users experience frequent login prompts, disrupting workflow efficiency.
• Increases frustration when handling multiple customer interactions in Salesforce.
• Impacts productivity, as agents must reconfigure their voice connection multiple times.Requested Enhancement:
• Implement persistent session handling so that users remain logged in…8 votes -
Dedicated phone number or menu option for CX partner support
You need either a dedicated phone number, or menu option to get to RingCX support.
It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.
8 votes -
Ability to Disable RingCX button inside the Glip while keeping RingAgent
Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.
It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.
8 votes -
Calls should return with specific reasons such as invalid, rejected, blocked, and declined
When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"
Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means
8 votes -
Unable to fast forward or rewind while listening to call recordings
Ability to fast forward or rewind while listening to call recordings in RingCX
8 votes -
Agent level digital signature modification capability
Add signature modification ability to Agent UI or a separate Agent-oriented "My settings" screen with administrative flag to enable and disable the option for the agent to modify the signature.
8 votes -
Native Integrated Virtual Agent (digital & voice)
Intuitive and self service IVA setup
8 votes -
Callback Queue Languages
The callback queue recording is only available in English. This should be available in multiple languages to account for various language requirements. We have a need for a French version in RingCX.
8 votes -
RingCX Queue Event- Alarm Notification "send to device"
It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…
8 votes -
RCV and RingCX Integration - Escalation/Queuing of video calls
It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
8 votes -
Post Call Surveys within the Interface
The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.
8 votes -
Add RCO response and Audit Trail Log for "Ask the Expert" functionality within Engage Digital
Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.
8 votes -
Forward Specified caller ID to external number from call group
Currently, if a call is set to forward to an extrenal number on a user level, the Called ID will display as that of the caller itself. What I'm suggesting is that there is an option to forward the call, and the ring group name in place of the Caller ID's phone number or Name. If Joe calls a ring group, and everyone is forwarding to an external number, right now it will show as Joe Smith 111-222-3333. If the option to toggle how the forwarded call's Caller ID would display for the external number, it would then show as:Support…
8 votes -
Timezone option for Engage Voice Historical Reports
In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports
8 votes -
admin
For the admin page for EV when pulling up the accounts can the admins only for that account pull up rather than having all admins on C01 or C02 pull up? We could also use it for security reason too as they can have an Id associated with the admin and they have to give us ttheirhere ID
8 votes -
Historical Reports to include additional data fields
Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.
8 votes -
Setting to Remove Agent Ability to Toggle Disconnect/Connect
We need a setting to remove the Disconnect/Connect toggle button for agents so that as long as they are logged in and Available they are connected (offhook).
8 votes -
Using the Local Bucket for Manual Outbound Calling
Customer wants to use the Local Bucket for Manual Outbound Calling as it would be beneficial for them instead of using it from their dialing. Customer mentioned that since 5x9 has it that it make sense to have it here as well.
Any tips/advice/workaround for this would be appreciated.
7 votes -
Local bucket/connect based RingCX analytics report
Local bucket/connect based RingCX analytics report. A kind of report/custom report that will show the usage of their local connect/bucket.
7 votes -
Optimise "Route to Last Agent" (LCA) for Reduced Wait Times
Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.
Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.
Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should…
7 votes
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