1260 results found

1. Sort Call Back Feature based on Caller's Timezone Requested

   Customer requested that when their clients call in and are given the option to request a call back, they need these requests sorted by timezone so the agents only call people during working hours in their respective timezone.

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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2. Analytics - Call recordings for Non-RingCX users

   Please include call recordings in analytics - performance report for Non-RingCX users

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   New  ·  2 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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3. Dial 911 On RingCX Agent Platform

   Ability to dial 911 or 988 on RingCX Agent platform

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4. RCX Deskphone Pairing for Mitel Devices

   Customers would like to have the ability to have Mitel Devices have control over the RCX app and controls via a deskphone, primarily the suite of Mitel Devices.

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5. 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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6. 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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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. 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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9. Transferring RingCX call via User Ext. Deskphone

   The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.

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10. Add wrap up time for RingCX auto-dialer calls (Campaign)

    Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).

    Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.

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    Future Consideration  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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11. ringcx reporting

    The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.

    • When a call goes to voicemail, it doesn't show up on the analytics report.

    • When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and after hours.

    The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.

    • When a call goes to voicemail, it doesn't show up on the analytics report.

    • When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and… more

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12. Include Digital Teams in RingCX

    Include Teams in RingCX Digital side as it is only available for Voice only.

    We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

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13. sort supervisor view by team

    When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

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14. Supervisor Activity report

    Have a detailed report for Admins to have a Supervisor Activity Report.

    In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.

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15. RingCX ADMX template for browser group policy

    RingCentral implementation to give a RingCX ADMX template for browser group policy template which has the necessary allowed protocols in the browser for security lock

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16. Improvements to Realtime Dashboards

    In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

    a. Clean modern omnichannel widget-driven data elements

    b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

    c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder “Assign Agent” widget in the event that “picking or supervisor assign waiting interaction to a specific agent” is added

    d. Robust new Alert Center (replacing Rules) allowing Supervisor to set alerts for calls waiting xx, # of call are xx, through agent in xxxx state for xx. These alerts can emulate today’s capabilities like changing color, displaying a banner or playing a tone then to enhance the capabilities to offer email and SMS as an alert option. NOTE: alert should be server-based and not require the dashboard to be active

      i.    Triggers to include all current rules in place and those in the Admin Alerts
    
     ii.     Examples = active for 00:00:00, Waiting for 00:00:00, Active # is greater than xx, Agent count is greater. Triggers for individual occurrences like abandoned call or agent deflected/RNA need to include the corresponding information like the ANI of the abandoned caller or the agent name/ID of the agent that deflected/missed a call.
    
    iii.    In addition, an alert for agents not logged in are requested
    
    iv.     Configuration settings for alerts should include options for = each occurrence, between the hours of x am and xx pm, Trigger once per occurrence, trigger every x minute until resolved.
    

    e. Similar to what is present currently, Separate widgets for inbound, outbound and digital. The IVR could fold into Realtime since it is needed to show all active interactions in an easy to view, monitor and manage environment.

    f. Widgets will offer Line Totals

    In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

    a. Clean modern omnichannel widget-driven data elements

    b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

    c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder… more

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17. 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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18. RingCX live redaction

    RingCX Automated Live Redaction made possible by including Audio as a setting in the RingCX >AI Tools> Personal Information Rule that currently redacts digital interactions for Personal Identifiable Information, PCI etc.

    Enabling our media services with AI real-time redaction rules would enhance our standing within the Contact Center community of users. RCX live redaction combined with RS4RCX would offer peace of mind to support removal of specified information in real-time with in our ecosystem.

    This will reduce the need to support third party products or extensive PS engagements, making RingCentral a clear choice for CX.

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19. Hourly data in performance report

    wants to have a reports that will provide the data for hourly details

    for example from 05/06-05/10 when we check the analytics trend on what specific hour they receive the highest numbers of calls customers wants to click that data and pull up the details however at the bottom of the report there is no option to see the hourly data it is only showing the summary of inbound calls per user

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20. RingCX External Alert for agent status (i.e. exceeded lunch break)

    External alert (i.e. desktop notification) when agent has exceeded their lunchtime / training time etx.
    Use-case is if the agent was on lunch but sitting at their desk using another application and might not see the visual notification in the RCX UI

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