1521 results found

1. add calling function when in a chat

   It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
   Right now you have to copy and paste the phone number to the phone menu

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   Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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2. End Call Tone (RingCX/Salesforce)

   When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.

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   Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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3. 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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4. 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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   Implemented  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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5. Make Supervisor Assist feature easier to see in the UI

   When a supervisor is viewing Interactions from the Supervisor, the buttons for monitor, coach and barge in only appear when hovering over the right side of the screen with the mouse. Now that Supervisor Assist is coming, a new button in the same area is available to access the Notes & Transcript. It would be more user-friendly to make all buttons visible by default on right side of the interaction. Supervisors shouldn't have to be trained to hover to access the features - the UI should be 100% obvious.

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   Future Consideration  ·  0 comments  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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6. Send an SMS to customers informing them we are unable to call them back

   SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

   SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

   FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
   Ability for each client using the service to be able to personalise their own SMS messages to their customers.

   SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

   SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

   FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
   Ability for each client using the service to be able to personalise their own SMS messages to… more

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7. Historical Dashboard Report Schedule

   Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.

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8. RingCX Alerts Enhanced Functionality

   The current RingCX Admin Alerts would be even more powerful if they had the following enhancements

   *Condition to trigger once per occurrence or condition to trigger until event goes below level ____

   **In the Alert programming offering easy selection to add ANI detail for an abandoned call

   ***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction

   These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.

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9. Allow option to transfer to queues in addition to users

   We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.

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10. RingCX Agents using MVP

    Add RCX Agent integration with MVP on the backend. The Video could be launched from Chat or its own Web link. It would be helpful for the Customer to be able to toggle video on or off while the agent is live to the Customer.

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11. Multi-lingual support

    The ability to support other languages beyond English not just within features, but at the interface level.

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12. Potential Spam

    Automated system wide blocking of spam numbers to all extensions requiring no action by customers.

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13. Improve sharing of real-time analytic dashboards

    Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also.As an organization grows and changes those in leadership and those who are below them change and there is no way currently for the system to change with them besides deleting everything in the structure and doing it again or just having no structure and all admins in the root.The two ideas I have to improve this are as followed:1) Have a url sharing option for the dashboard. Currently this functionality is available for the historic dashboards and would be great to have for real-time dashboards.2) The ability to move admins within the structure. If someone leaves the company who created many admins with their account why should those admins be stuck forever under that parent object unless they recreate their account and redo the work they have done.

    Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also.As an organization grows and changes those in leadership and those who are below them change and there is no way currently for the system to change with them besides deleting everything in the structure and doing it again or just having no structure and all admins in the root.The two ideas I have to improve this are as followed:1) Have a url sharing option… more

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14. Row based totals in analytics

    Currently we are able to create columnar based totals, sums, averages etc. on all table reports but lack the ability to create row based totals. This would be beneficial for quite a few use cases that ultimately allow the ability to stack rank whatever is being measured.

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15. In Queue Counter for CX One Agent - See Real time Status vs just Working/Available/Logged Out

    It would be extremely beneficial in Agent Workspace to bring back the same view as Max Agent where the Agents can see what their peers are doing - breaks/training/lunch/special projects. This allows for Agents to gauge whether or not they should transfer to their peer or whether they should wait for them, etc. This was available in Max Agent and with Max Agent going end of life and now moving to CX One Agent, this view is lost. It would be great to have this visibility back and not have to give Supervisor view or Dashboard view to Agents.

    6 votes

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16. Real-Time Dashboard rules

    Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.

    If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection

    Use Case :
    • Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues

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17. Show Indicator for Inbound Queue Callback on Agent Side

    Description:
    Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.

    This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.

    Requested Feature / Enhancement:

    • Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue callback.

    • Suggested display options:

      • A label in the incoming call popup (“Callback”)
      • Optional notes or metadata showing original callback request time
      • Distinct ringtone or visual marker (optional)

    Expected Benefit:

    • Agents can immediately identify that a call is a callback.
    • Improves handling and prioritization of callback calls.
    • Reduces confusion between normal inbound calls and queued callbacks.

    Current Behavior:

    • Queue callbacks are routed to agents but appear as standard inbound calls.
    • No distinguishing indicator in the agent interface.

    Impact:

    • This affects all RingCX customers using queue callbacks with agents relying on the agent desktop or softphone interface.
    • Callers who requested a callback may not be treated differently, affecting service experience.

    Description:
    Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.

    This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.

    Requested Feature / Enhancement:

    • Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue… more
    6 votes

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18. Copy Existing Agent Roles to new roles

    Need to be able to copy an existing agent role when creating a new role. This would save a bunch of time if an existing role has "most" of what you want for a new role.

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19. Retrieve deleted RingCX Custom Report

    Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.

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20. Transcriptions for voicemail email notifications in RingCX

    Current Behavior:
    When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

    Requested Enhancement:
    Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

    This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

    Important Clarification:

    This request is not related to the Queue Voicemail Channel feature.
    The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
    The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

    Business Value:

    Improves accessibility and readability of voicemail messages
    Reduces the need to download and listen to voicemail recordings
    Aligns RingCX capabilities with existing RingEX functionality
    Enhances customer experience and operational efficiency

    Current Behavior:
    When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

    Requested Enhancement:
    Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

    This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

    Important Clarification:

    This request is not related to the Queue Voicemail Channel feature.… more

    6 votes

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