1362 results found
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Auto answer management options separately for inbound and outbound calling
the customers would like to be able to manage answer mode in different ways depending on the direction :
have the ability to enable/disable inbound auto answer
in parallel have the ability to enable/disable outbound auto answerso even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling
the impact:
when receiving a call they should be able to manually answer (1 click)
when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…52 votes -
INTERCEPT
Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code
Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.
This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.
We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual…
50 votes -
Dequeue setting per queue
Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)50 votes -
Position in Queue Announcement
In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.
50 votes -
Update RingCX Agent for ALL Interaction Types
Currently, the RingCX agent only updates an agent's status when a voice interaction is received and not when a chat interaction is received.
When a chat interaction is received, the status of the Agent stays in "Available" even if the "Max number of concurrent interactions" setting is set to '1'.
This makes it difficult for Admins and Supervisors to accurately manage their agents, because this status does not change in the dashboards.
It would make sense to simplify the status changing in the CX agent for all interactions, when the agent is engaged.
48 votes -
Allow Using the Hold Button on the Desk Phone
Need to be able to use the Hold Button on the user Desk phone for RingCX call backs
-hold button on desk phones works properly for everything except for RingCX callbacks
-current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files47 votes -
text-to-speech feature for the disabled
Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…
46 votes -
Cost Centers built in RCX
Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature
45 votes -
hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
45 votes -
RingCX Digital Message Notification Improvements
Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.
Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.
However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.
To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.
45 votes -
Dark mode feature
We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.
44 votesDark mode is now supported with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.
https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/
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RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
43 votes -
Cancelling a requeued call
Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.
42 votes -
Do not change agent status to Available once the call is over, when agent was initially unavailable.
If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.
41 votes -
Call journey report for RCX
Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.
41 votes -
Ability to export IVR from Studio
Need the ability to export IVR Studio so they can be shared and imported.
41 votes -
Show Caller number when specific extension will transfer the call to another extension
customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.
41 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
40 votes -
Have search option of dial group added to Ring Sense
We would like the ability to search by campaign dialing groups in Ringsense
40 votes -
Internal chat for supervisors and agents
Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
- ability for agent to ask for help proactively to their supervisor.
- ability for supervisor to get involved in a less intrusive way.The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.
39 votesAgents can chat with their team mates and colleagues with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.
https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/
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