1362 results found
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Pulse for RingCX & RingSense for RingCX "Word Alert"
Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available
10 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…
10 votes -
Sound Alert to Notify Agents in Engage Voice when their Status is in RNA
Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.
10 votes -
Callbacks Moved back to Available Leads if Not Dialed
Agent's own their callbacks. If an agent leaves the company or neglects to maintain contact with someone in their pipeline we want the lead to automatically go back into the pool so another agent can begin working it. We would want to set the number of days that the callback is owned by the agent before being sent back to available pool for calling.
10 votes -
Set Cold Transfer as Default
Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.
10 votes -
On/Offhook Reporting by Aux State
Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.
10 votes -
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.
9 votes -
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Title:
Administrative Control to Terminate All Calls Currently Waiting in QueueSummary:
Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.Problem Statement:
Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active…9 votes -
RingCX Agent: Ability to Modify Voice Connection Options for Agents
Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.
This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.
9 votes -
RingCX Audit Log Feature – Agent Status
RingCX Audit Log Feature – Agent Status
The customer is requesting an option to view the audit log that identifies which Supervisor manually changed a user's status.9 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.
9 votes -
1:1 SMS per agent
Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.
We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.
Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability…9 votes -
Chat send to email
Ability to email a chat transcript with contact details.
9 votes -
Copying an alphanumeric value from Engage Digital should not automatically format it as a phone number or trigger click-to-dial functionalit
Copying alphanumeric values should preserve the original formatting and not trigger or apply click-to-dial behavior unless the value is a valid phone number.
9 votes -
Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG
Scenario:
When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
Request:We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
Minimize selection errors,
Streamline the outbound call process, and
Ensure compliance with proper Caller ID usage by team.Please let us know if this customization…
9 votes -
Allow users to speak their name into every callback
Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call
9 votes -
RingCX Analytics Platform
Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.
9 votes -
30 and 60 Minute Lunch States
Currently, there is only 1 option for lunch durations. We need to have multiple options available. For instance, some agents take 60 minute lunches and some take 30 minute lunches. Admin options only allow for one or the other.
9 votes -
Change the Pre-chat form title heading from H1 to a regular span, or a lower heading level such as H3 or H4
SEO (Search Engine Optimization) It's the practice of improving a website or online content so that it ranks higher in search engine results pages (SERPs), especially on Google. The goal is to increase organic (non-paid) traffic to a website.
The client's website has embedded RingCX Pre-chat forms for Chat Channels. Currently, the website contains two H1 tags, one of which is used for the "Chat with us" section (RingCX Pre-chat form title, which has been modified to a different name but remains associated with an H1 tag). This presents an SEO issue because having multiple H1 tags can confuse search…
9 votes -
RingCX Digital chat_Disable the "ding sound/sound notification" on the customer's browser.
Disable the "ding sound/sound notification" on the customer's browser. Whenever the customer opens a new page, the customer keeps hearing the "ding sound". It creates unnecessary sounds with their customer.
9 votes
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