1450 results found
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Outbound Dialing Should Use Updated Phone Number After Agent Lead Update
Description:
Currently, when an agent updates the phone number in a lead record (Agent Lead Update), the system continues to dial the old phone number during the outbound call process. Although the lead information reflects the new number in both the Lead Search and Lead View pages, the dialing logic still references the outdated number.Expected Behavior:
When a lead’s phone number is updated by an agent, the system should immediately reference and use the updated number for any subsequent outbound dialing attempts, without requiring the lead to be re-passed or refreshed.Actual Behavior:
Updated lead details display correctly in…
3 votes -
Feature Request: “Mask Audio” Button in RingCX Dialer
Feature Request: “Mask Audio” Button in RingCX Dialer
Title:
Add a “Mask” button in the RingCX Dialer to temporarily hide or block sensitive audio from being recorded or monitored.Description:
Agents occasionally need to capture sensitive customer information (e.g., credit card numbers, SSNs, or account verification data). Currently, RingCX records the entire call without a built-in way to exclude these segments.We propose adding a “Mask” button directly in the RingCX Dialer interface, allowing agents to manually pause or mask the call audio.
When the agent activates the Mask button:
Recording and monitoring streams are replaced with white noise, silence,…
3 votes -
Folder mode SMS dispositioning
In our environment, the folder mode works better for our SMS outreach than do traditional digital queues. When our technical rep showed us folder mode, it was a revelation and resolved nearly all of our issues with Digital queues, but it was unfortunate to have to give up the dispositioning. That said, adding disposition capability to the 'Solve' button in SMS folder mode would be a significant improvement for our workflows and would really be the last step in making this platform the perfect tool for our SMS outreach.
3 votes -
queue events
Currently in RingCX, if all agents logged into a queue are busy or unavailable, or if a caller has been on hold for an extended period of time, the system routes callers directly to voicemail (or continues holding until timeout). There is no built-in option to reroute callers to a backup RingEX ring group before voicemail is triggered.
Current Behavior
Callers enter a RingCX voice queue.
If all agents are busy, callers wait in queue until:
An agent becomes available, or
A voicemail/timeout rule takes effect.
There is no ability to configure a conditional overflow to a RingEX ring group.
…
3 votes -
priorities
In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.
Current Behavior
Digital interactions received after hours queue up.
When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.
Phone calls wait in queue until digital interactions have been cleared, unless…
3 votes -
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
Summary:
Request to add a feature in RingCX that allows agents to escalate calls through a configurable form, which automatically sends an email notification to designated recipients (e.g., management or escalation teams).Details / Business Need:
Current workflow requires TP Patient Experience Voice Queue agents to escalate calls to management using a “TP Escalations” form.
The form should automatically generate and send an email containing escalation details to predefined recipients.
This is critical for time-sensitive issues and improves communication between agents and management.
Problem Statement:…
3 votes -
Have Answered Interactions per Agent have a per-hour report
Have an option for Answered Interactions per Agent or any other report, have a per-hour (per-day) option. This gives a clear view of how calls are trending and how productive agents are in handling calls.
3 votes -
Custom Agent State
Ability to update the time limit for a custom Agent State aside from Break and Lunch.
3 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes -
dashboard ring no answer
Call which have not been answered by an agent and which trigger the RNA state appear multiple times on the Supervisor Dashboard until they are actually routed to an agent. Whilst logically, this makes sense it does not make for an easy interpretation. Can we show such calls as one single call/interaction within the dshaboard.
3 votes -
Automatically send SMS messages for missed outbound calls.
A feature to automatically send SMS for any missed outbound calls. The current built-in workflow in the RC App primarily supports inbound calls only.
3 votes -
Add an interrupt message to queue events
Currently, we only have "looping audio" action in queue events. It would be better if we also have
“interrupt audio or interrupt message” that can be set up separately along side the looping audio action. Customers can use this to upload company ads messages and reminders for upcoming events such as holidays, promo and others.3 votes -
RCX | Press pound (#) Message
The ability to add an automated message to press the pound key (#) when the their callers are routing to a Callback IVR since this is a system message there is no option to add this automatically. The customer needs to manually add it to the greeting.
3 votes -
RIngCX - Fixed amount for Agent States
We would like agents to only be in certain states for a fixed amount of time and for the agent's state to be automatically changed to available
3 votes -
Manual Call Recording for Manual Outbound Calls
All 140 Agents that place Manual Outbound Calls in RingCX need the ability to decide when/if they record their calls. If they do choose to record the call, they want to be able to drop a Audio File that will play to the customer that the call is being recorded (this is currently not supported with Manual Outbound Calls but is possible with the Dialer).
3 votes -
Allow agents to set a specific callback date and time when selecting the "Callback" disposition during manual calls.
When an agent selects the "Callback" disposition, a date and time picker should appear, allowing the agent to set the exact date and time for the callback as provided by the customer.
3 votes -
RingCX Digital: Email Address on To/CC Fields
There should be a Reply All option in RingCX Digital Email. When selected, it should add all email addresses from both the To and CC fields into the To field of the reply, ensuring that everyone in the original conversation receives the response.
3 votes -
SMS Templates (Reply Assistant)
Have Reply assistant appear on initial outbound message for SMS. currently it works on replies but not on the initial outbound message. SMS templates work but not in HubSpot/My Messages in initial outbound SMS; workaround is to use “All Messages”
3 votes -
Smart Automatic Close for Live Chat Scope Configuration
Currently, when creating a digital channel, if you choose the "Enable Live Chat" option in the Scope Configuration section, you do not get the ability to set up the Automatic Smart Close configuration. The feature is available for all other options.
3 votes -
Over all counts for all the leads
I have 10,000 leads in a list.
I want to see overall counts for that list, specifically:
How many are finalized.
How many are still open.
For the open leads, a breakdown by call attempts.Example:
10,000 leads loaded
5,000 still open
2,500 dialed 2 times
1,500 dialed 3 times
1,000 dialed 4 times3 votes
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