1180 results found
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Ask an expert v2
The goal is to link Contact Center teams with rest of organizations to "ask an expert", outside of the agent-customer discussion. V1 had 1-way communication (RingCX->RingEX message and the response from expert not visible in RingEX). This would be helpful for customers who are interested in both RingCX and RingEX.
4 votes -
Track number destination search
Within the "track numbers" section of the RingCX platform, we have the ability to ring multiple destinations in parallel or sequential. This is a great tool, since there isn't a 'technology cap,' limiting the amount of destinations can be run simultaneously. However, from a management perspective, there is little ability to search/filter on the assigned number destinations. For customers who wish to use both RingCX as well as RingEX features, having the ability to use the track number feature for high volume 'ring groups' would be advantageous. One example would be when a customer hits the ring-group limitation of RingEX.
4 votes -
Follow the call journey from start to finish.
Provide the ability to access/download a report that shows the call journey from start to finish even if it is transferred back to the IVR and to other extensions.
4 votes -
Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice
Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.
4 votes -
Develop time zone restrictor API for system generated callbacks
Please implement an API (or update to the callback programming) that would restrict outbound system generated callbacks by time zone. The goal of this update/API would be to limit the ability to launch a requested callback to an area code outside of legislated calling hours for that area code.
4 votes -
Don't change the supervisor state when the supervisor monitor or listing in a call for their agent
We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state
4 votes -
Option to encrypt call recording on delivery
Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
4 votes -
Allow Admin to See a User from the User Prospective
SInce you changed the ability to store all passwords, we find it extremely difficult to troubleshott when issues arrise. It would be nice if RIng Central will program the ability for an admin to switch their user to see what the Agent is seing.
4 votes -
Add verbal response as an option
When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option to say the extension they want.
4 votes -
Dialable leads, populate only what is available to be called.
Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excluded that day.
4 votes -
Lead search: Add the ability to exclude a state when searching
We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
4 votes -
Add "call is being recorded" disclaimer for Inbound Queue call back
Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent
3 votes -
Forced logout or manual logout reporting
To have a report on whether an agent was forced to log out by a supervisor or system log out due to a network issue, or manually log out on their own.
3 votes -
Drop Down Global Phonebook for Transfers when using the Desktop Ap
If you use Web Based CX, the agent can utilize a drop down menu to access the Global Phonebook when transferring a call. It does NOT work when the agent is using the Desktop Ap. Can this be updated?
3 votesThank you for your interest in this product idea for RingCentral. Currently corporate directory is available for RingCX call transfers, and we have already started our work to integrate personal address book and other integrations as well.
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RingCX Domo Integration (For Analytics)
Would like a direct integration built between RingCX and Domo Analytics, instead of having to SFTP
3 votes -
Email Digital Topology Routing Control
Overview:
Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.Current Limitations:
-The system’s decision-making process for agent assignment is unclear.
-There is no administrative control over how long the system attempts to route to the original agent before reassigning.
This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
-Set…3 votes -
Auto-Reply Email Handling in RingCX
Overview:
Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
Current Limitations:
-Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
-Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
-There is no option to configure how…3 votes -
RCX | Same day caller reports
Looking for a way to pull up a reporting solely for Same day callers that separates the new/potential callers with the callers that are calling multiple times in a day.
3 votes -
RCX | DNC list bulk removal
Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.
3 votes -
Dashboard Sharing
Please add the option to edit a real-time dashboard for all users it's shared with, and a way to view whom a dashboard has been shared with. This would greatly improve the experience for admins and make it easier for them to create and share dashboards with supervisors.
3 votes
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