1091 results found

1. Rinsense for RingCX icon RingCentral app

   Hello Team,

   I hope you're doing well.

   We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:

   Add RingSense for RingCX as an icon in the RingCentral app.

   Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.

   This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.

   Please let us know if this feature is on the roadmap, or if a formal request should be submitted through another channel.

   Thank you for your continued support.

   Hello Team,

   I hope you're doing well.

   We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:

   Add RingSense for RingCX as an icon in the RingCentral app.

   Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.

   This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.

   Please… more

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   Implemented  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. have duration for agent state and select an agent state in advance after a call.

   RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since

   1. the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
   2. cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.

   To address this, it would be much better if
   1. We could have a customizable duration for agent state. By doing so, we can set like 60seconds of wrap time and after that the agent will be put to available right away.

   Currently, if we create a "Wrap time" agent state. The agents are need to change themselves from Wrap time status to Available all the time which is inefficient.
   2. Have the agent the ability also to select an agent state in advance. By doing so, after an agent finishes a call, they will be put into that state right away.

   RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since

   1. the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
   2. cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.

   To address this, it would… more

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3. RingCX- Ability to upload Audio File and change the system default audio

   RingCX- Ability to upload an Audio File and change the system default audio

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4. RingCX - Agent Whisper be enabled in ACD Callback

   Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.

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5. Simultaneous Ring option for Call Queues/Skill

   It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

   • Provide the possibility of a shorter wait time for callers
   • Avoid caller abandons
   • Help in user data analyzation on who picks up the most/least calls

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6. Ability to Move Users Between Groups in RingCX

   Current Behavior:
   At present, when managing user groups in RingCX, a user must be manually deleted from one group before they can be added to another. This process is time-consuming and prone to errors, especially when handling multiple users.

   Requested Improvement:
   Introduce a "Move" or "Drag and Drop" feature that allows admins to easily transfer a user from one group to another without having to delete and re-add them.

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7. RingCX Outbound SMS -- Cannot see messages until they are replied to

   When sending an outbound SMS via RingCX, there is no record the message was sent, history, conversion, etc. until the other party replies. This makes it very hard to keep track of who you have messaged.

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8. exclude specific area code in local connect

   Ability to add the ability to specify a particular area code when setting up or managing the Local Connect Bucket? This feature would help in targeting specific geographical regions more effectively.

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9. ability to use the hold music set on ringcx when placing the call on hold using the deskphone
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10. Ability to Share a Ring CX Live Dashboard to Remote Team

    Add the ability for a CX supervisor to create a shareable, live, team dashboard for remote agents. Possibly the ability for them to view it in the Stats tab. Currently, you can only share a dashboard with another supervisor or use a pop out for in-person viewing on a separate screen/monitor. I would like the ability for my team to see each other and if their coworkers are on the queue, their status, call volume, etc. along with the queue info. We just started with Ring Central, and this issue is very important.

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11. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

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12. Historical Reporting handle count for digital channels in RingCX

    On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.

    Sample report wherein the digital interactions were counted as handled:

    Interactions details report
    Interactions overview report
    Agent Activity Report

    It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).

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13. Feature Request: Enable Call Recording on External Transfers to RingCX

    Hi RingEX and RingCX Developer Team,

    I would like to submit a feature request regarding the call recording functionality for externally transferred calls to RingCX.

    Currently, when a call is transferred externally from RingEX IVR to RingCX, the call is not recorded during the transfer. This behavior presents challenges in maintaining consistent call recordings, especially when handling transfers that involve external sources.

    We request the implementation of a feature that ensures all externally transferred calls, including those from RingEX IVR options to RingCX, are automatically recorded during the transfer. This would help ensure that all relevant interactions are captured for compliance and auditing purposes.

    While we currently don’t have a specific timeline for when this feature might be implemented, your vote and input on the link above will provide valuable feedback for our developers as they consider this functionality in future projects.

    Thank you for your attention to this request. Please let me know if additional details are needed.

    Hi RingEX and RingCX Developer Team,

    I would like to submit a feature request regarding the call recording functionality for externally transferred calls to RingCX.

    Currently, when a call is transferred externally from RingEX IVR to RingCX, the call is not recorded during the transfer. This behavior presents challenges in maintaining consistent call recordings, especially when handling transfers that involve external sources.

    We request the implementation of a feature that ensures all externally transferred calls, including those from RingEX IVR options to RingCX, are automatically recorded during the transfer. This would help ensure that all relevant interactions are captured for… more

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14. RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage

    Problem:
    • Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.

    Current Behavior:

    • RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
    Routing options are limited to static configurations based on time, IVR selections, or specific call queues, rather than dynamic adjustments based on queue volume.

    Desired Behavior:
    • We request the implementation of a feature that would allow routing decisions to be based on a percentage of queue volume. This would enable:

    • The ability to set a specific percentage of queue volume (e.g., 15% or 50% of the total queue capacity).
    Automatically trigger forwarding or route calls to an alternate destination (e.g., answering service, another queue, or voicemail) when the threshold is reached.
    Customizable settings for different queue volumes and traffic periods (e.g., holidays, peak hours).

    Benefits:

    • Efficient Call Handling: Automatically redirect excess calls when queue volumes are high, ensuring that all customers receive timely responses.

    • Dynamic Routing: Offers flexibility to adjust routing strategies based on real-time conditions (e.g., volume spikes).

    • Improved Call Management: Reduces the need for manual intervention and oversight during high-traffic periods.

    Urgency:
    • Without this feature, managing peak times becomes labor-intensive, requiring constant manual adjustments to call routing. A percentage-based routing feature would significantly streamline operations and improve the customer experience during high-volume periods.

    Recommendation:
    • We strongly recommend the development of a call routing feature based on a percentage of queue volume. Additionally, consider:

    • Threshold Customization: Allow users to set specific thresholds based on percentage or number of calls in the queue.

    • Flexible Routing Options: Provide multiple routing destinations once the threshold is exceeded (e.g., forwarding to another queue, voicemail, or a specific agent group).

    • By implementing this feature, we would greatly enhance the efficiency and flexibility of our call management system.

    Problem:
    • Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.

    Current Behavior:

    • RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
    Routing options are limited to static configurations based on time, IVR selections, or specific call… more

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15. RingCX agents able to see the total duration of their agent states for the day

    We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

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    Needs More Information  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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16. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

    Use Case:
    A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

    This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

    Proposed Enhancement:

    Diagnostic Tools for Upload/Management Testing:

    Admin Panel Visibility:
    Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
    Detailed Error Logging:
    Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
    The specific lead IDs that failed to upload.
    The error type encountered (e.g., network failure, internal server error, missing data).
    The list or campaign where the failure occurred.
    Error Resolution Suggestions:
    Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
    Lead State Monitoring:

    Lead State Consistency Check:
    Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
    Lead Activity History:
    Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
    Automated Testing for Lead List Transfers:

    Pre-Transfer Validation:
    Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
    Post-Transfer Confirmation:
    After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
    API Enhancements:

    Lead Search and Fetch Enhancements:
    Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
    Enhanced API Feedback:
    When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
    Testing Environment for RingCentral Tech Support:

    Sandbox for Lead Management:
    Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
    Automated Monitoring and Alerting:

    Real-Time Monitoring:
    Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
    Customizable Alerts:
    Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
    Benefits:

    Increased visibility and control over lead uploads and transfers.
    Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
    Enhanced troubleshooting and faster resolution for technical support teams.
    Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
    Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
    This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

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17. On Hook Mode WITH "hot" connection always on

    On Hook Mode WITH "hot" connection always on.

    Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.

    Currently:
    If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related). Super happy clients 13 plus years :)

    If you do agent On Hook mode, every time a call is sent to the agent the firewall wants to negotiate the attempt. Tons of issues with firewall providers and carrier data connections. Yes, I'm aware of the RC University guidance, but it's not always successful with firewall providers and networks.

    SO, if you enable the Constant Connection with the On Hook mode, your client connectivity complaints will drop by 50% or more. Newbridge has been on the Engage/RCX platform for 13 years we know how it is out there.

    I got $100 bet on this, is RC in?

    On Hook Mode WITH "hot" connection always on.

    Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.

    Currently:
    If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related).… more

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18. Revamp RingCX Business Hours Override

    Currently, the interface for the Business Hours Override settings can be super confusing to set up, and it's unclear to users how the settings will function once enabled.

    Instead of defining times for the override to not kick in, the interface should have you specify the times it should actually kick in. Also, the override shouldn't knock out the business hours for the whole day but only apply to the specified timeframe in the configuration.

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19. Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

    Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

    Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

    Support Reference: For more details on configuring inbound queue events, you can refer to the following article:
    Configuring inbound queue events in RingCX

    Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

    Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

    Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

    Support Reference: For more details on configuring inbound queue events, you can refer to the… more

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20. ringcx analytics restrict

    Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.

    This is an issue as Admins should not be able to see other departments data via report.

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