1612 results found

1. dialer unit work list campaigns

   Ability to have unit work list dialler campaigns, where a supervisor can allocate within a campaign list agents to work certain units. i.e allocate a sub section of agents within a campaign to a unit location (MK). This will allow supervisors to run a single campaign but target records within it.

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   Under Review  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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2. Give RCX agents ability to transfer to REX External Shared Contacts Directory

   The current external directory is cumbersome to build in RCX. Since the REX External Shared Contacts Directory already exists and is easy to bulk upload contacts, we should provide RCX agents with access to the REX External Shared Contacts Directory for transfers.

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   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. Option to see the number of calls are in queues and agents statistics

   currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration

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   Implemented  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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4. 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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5. 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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6. 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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7. 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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8. 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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9. 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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10. 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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11. 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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12. 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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13. 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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14. 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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15. Multi-lingual support

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

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16. Potential Spam

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

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17. 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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18. 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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19. Bulk Deletion of Unread Digital SMS and Email Notifications for Unread Messages

    Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications

    Product: RingCX

    Feature Category: Digital Channels / SMS Messaging

    Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.

    Requested Enhancements:

    1. Bulk Deletion of Unread Digital SMS Messages

    Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one at a time.

    Benefit:

    Reduces administrative effort and time spent managing message queues.
    Improves inbox cleanliness and organization.
    Helps teams efficiently remove spam, test messages, or obsolete conversations.

    Suggested Functionality:

    Multi-select checkbox for unread SMS conversations.
    "Delete Selected" action for bulk operations.
    Role-based permissions to control who can perform bulk deletions.
    Confirmation prompt before deletion to prevent accidental removal.
    2. Email Notifications for Unread Digital SMS Messages

    Provide the ability to send automated email notifications when digital SMS messages remain unread for a configurable period of time.

    Benefit:

    Helps prevent missed customer communications.
    Improves response times and customer satisfaction.
    Provides additional visibility for supervisors and agents responsible for digital channels.

    Suggested Functionality:

    Configurable notification thresholds (e.g., 5, 10, 15, 30, or 60 minutes).
    Notifications sent to assigned agents, supervisors, or designated distribution lists.
    Option for recurring reminders until the message is read or addressed.
    Include key details in the notification, such as:
    Customer phone number
    Queue or inbox name
    Time message was received
    Direct link to the conversation

    Expected Outcome: These enhancements would improve operational efficiency, reduce the likelihood of missed customer messages, and provide better oversight of digital SMS interactions within the RingCX platform.

    Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications

    Product: RingCX

    Feature Category: Digital Channels / SMS Messaging

    Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.

    Requested Enhancements:

    1. Bulk Deletion of Unread Digital SMS Messages

    Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one… more

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20. Feature Request: Scheduled Callbacks for Voice Queue Dispositions

    Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

    Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

    Feature Request:

    Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

    The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

    Requested notification and dialing options:

    • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be completed.

    • Optionally allow RingCX to automatically dial the scheduled callback when the assigned agent’s state changes to Available.

    • If the original agent is unavailable, optionally allow the callback to be handled by another eligible agent in the queue.

    • Show the callback’s status, such as Scheduled, Due, In Progress, Completed, Missed, or Rescheduled.

    • Allow authorized users to reschedule, reassign, or cancel a pending callback.
    Record the callback activity in the interaction history and reporting.

    Example Workflow:

    1. An agent completes a Voice Queue interaction.
    2. The customer requests a callback at a specific date and time.
    3. The agent selects Schedule Callback as the Voice Queue disposition.
    4. The agent enters the callback schedule and saves it.
    5. The callback is added to the Queue Callback Lists tab.
    6. When the callback becomes due, RingCX displays an alert or banner to the agent.
    7. Depending on the configured behavior, the agent can manually start the call, or RingCX automatically dials the customer when the agent becomes available.
    8. The callback result is recorded and the item is removed from, or marked completed in, the callback list.

    Business Need:

    Voice Queue agents often receive requests to call customers back at a specific time. Without a native scheduling workflow, agents must rely on external calendars, notes, or manual reminders. This creates a risk of missed callbacks, inconsistent customer experiences, and incomplete reporting.

    Adding scheduled callbacks directly to Voice Queue dispositions would centralize callback management, improve agent accountability, reduce missed customer commitments, and provide better operational visibility.

    Important Distinction:

    This request is specifically for Voice Queue dispositions. It is separate from the existing scheduled-callback functionality associated with Campaign Dialer dispositions. The requested feature should work for inbound or Voice Queue interactions and integrate with the Queue Callback Lists workflow.

    Acceptance Criteria:

    • Agents can schedule a callback from a Voice Queue disposition.
    • The callback date, time, time zone, phone number, and notes can be captured.
    • The scheduled callback appears in the Queue Callback Lists tab.
    • The assigned agent receives a visible notification when the callback becomes due.
    • Administrators can configure manual dialing or automatic dialing when the agent becomes available.
    • RingCX prevents multiple agents from calling the same callback simultaneously.
    • Missed or overdue callbacks remain visible and can be escalated or reassigned.
    • Callback attempts and final outcomes are included in interaction history and reporting.

    Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

    Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

    Feature Request:

    Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

    The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

    Requested notification and dialing options:

    • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be… more

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