1264 results found
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Include Audio File Attachments on RingCX Voicemail Notifications
Instead of the weblinks attached to access voicemail messages from RingCX, we'd like to attach the exact audio file to the email notification.
2 votes -
Configure Agent States to Be Queue Specific
Currently, agent states are all or nothing, such that once they are enabled they are available to all agents on all queues. The customer is seeking a feature that lets a state be configurable to only present to agents in a specific queue.
2 votes -
Digital Condition - From/CC/To Fields
There is no condition for Digital contacts to check who the message is From, who was CC, or who the message is To (if outgoing). There exists a Digital Condition for Content, such as searching the Message Body or Message Subject, but not other details of the message. This condition would need to accept wildcards, as so that you could search for domains rather than a specific email address.
2 votesWe've recently added an Email search keyword, which supports both TO for outbound and From for inbound
For more advanced features for From, To, CC with operator like Contains we have the Rules engine in Admin, which allows to categorize or ignore content according to a partial match in the email address.
Do you need to extend this partial match to the search in "My messages" or can the Rules Engine be sufficient for your use cases?
Please provide more detailed examples to your usage and desired search options.
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RCX | Exporting reports with OB caller ID
"manual outbound caller id" be added as a selectable field/filter in reports for RingCX.
2 votes -
Please modify current UI for transfers to allow for usage of only corporate directory.
Currently; the "Internal" transfer tab results would be utilized to transfer an RCX call to another RCX agent who is logged in to the platform. The "Corporate Directory" transfer tab results would be utilized to transfer an RCX call to a users REX ext.
The overall ask is to have there be a global directory that shows all results together, rather than have the separation of these results between multiple transfer tab types (Internal Transfer and Corporate Directory being two examples)
2 votes -
RingCX_Improvement for Country ANI / Country Geolocation ANI Metric
Goal: Customer needs to have a report where it can indicate how many calls they received for each country
-We tried to use Country ANI and Country Geolocation ANI Metric, however, it is only counting the number of call from a specific international ANI and not the total number of calls per country.
-We also tried to filter by ANI using wildcard but it is a limitation in RingCX
What we're trying to resolve: To get a custom reporting to classify calls and get total number of calls outside US
2 votes -
Show REX User Extension on internal RCX calls
Currently, REX CNAM settings can override the CNAM showing for REX users, which is typically intentional from a global level to do this; however, some customers have internal support queues that are meant to help users calling from REX to RCX, but the CNAM shows what's configured in REX.
The goal here would be for the system to recognize an internal caller and display their extension/user info instead of the REX CNAM input for the Main Site.
2 votes -
RCX agent have the ability to select which campaign to work.
In RingCX, agent do not have the ability to choose which campaign they can work on if in case there are more campaigns in the dial group they are working on.
It would be better if agent have the ability to choose which campaign they will be working on for the day since it is also tidious in creating different dialgroup per campaign.
2 votes -
RingCX: Ability to implement interaction restrictions on a digital inbox for a team of agents
I have a use case with an existing client that the heavily uses digital interactions. They have a requirement to be able to restrict access to interactions associated with specific channels to a team of people.
In RingCX currently, by design, the digital inboxes are just filters for interactions - they are not permissive or restrictive. Although the inbox can be filtered to display certain interactions, an agent can use the search facility to be able to search and view interactions across all channel.
The use case is that an client may wish to create a channel that is used…
2 votes -
download call recordings by date range not using the URL
- Cx needs to now how to download call recordings by date range not using the URL
- Additional details for the feature that you are requesting:
We want to be able to either request through customer service OR use a website to download call recordings in mass by date range, Caller ID and just date range for all calls.
- What is your use case for this feature request?
We can be audited by our various customers who generally are City or County governments.
- What problem are you trying to solve or what problems does the current functionality cause?
Audits
- How do…
2 votes -
Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
2 votes -
Feature that links DID and CX data in one report
Current Challenge: Currently, DID number analytics are available in the EX report, while CX analytics are shown in a separate CX report. This separation makes it difficult to identify participants in a DID call when reviewing the CX report.
To resolve this, is it possible to consolidate both datasets into a single report? Ideally, we should be able to pull both DID and CX analytics from one unified source or report, enabling a more comprehensive view of call activity and participant details.
2 votes -
Ability to park a RingCX call in a public location that can be picked up by RingCX or RingEX user
Our call center agents need the ability to park a call in a public location (*8## assigned by system) so that they can be picked up by a RingEX user calling that parked location. This can be done in RingEX, but not RingCX. Often calls come into our call center using RingCX that cannot be transferred because the RingEX user is busy on another call and the caller wants to wait. We don't want the RingCX agent to be tied up with a call on hold waiting.
2 votes -
To be able to see callback-await-queue other than just queued after enabling FiFO.
Under their stats it shows "In Queue" and this is where they were seeing the total amount of calls in queue including call backs but now since enabling FiFO it shows them the total of "queued" calls only, not the total of call backs waiting (callback-await-queue) and "queued" calls. Is there a way to change this? They can certainly see the total under "active" but under active it also includes the calls that agents are currently actively on, making it hard to gauge pending volume.
In the example below, the "In Queue" says 1 but when you actually look into…
2 votes -
RCX - Plantronics hub Compatibility with RCX
Ability to allow the use of the Plantronics hub through RCX.
Customers who are using the RingCentral Office phone via the RCX and the RC app is integrated with the Teams app should be able to use the Plantronics hub without an issue.
2 votes -
Record based on dialed number pattern
Agents must manually select between recorded and non-recorded outbound queues. When making an internal (non-recorded) call, the agent must remember to switch to the appropriate queue, then manually switch back afterward for recorded (member-facing) calls. This manual process introduces compliance risks and increases agent workload and chances of user error.
Expected Behavior:
The customer would like this process to be automated based on the dialed number pattern. Specifically:If the agent dials a 4-digit internal extension (BTN*EXT): Do not record the call (assumed to be internal communication).
If the agent dials a 10-digit external number: Record the call (assumed to…
2 votes -
RingCX Create workflow
Ringcx
When creating workflow and costumer like to merge a new created or exciting workflow ,the would like to have to option to merge with other flow
As for now this option is not available2 votes -
RingCX for Zoho Embedded Agent - Outbound Dialer, Lead List Mapping
RingCX for Zoho Embedded Agent - Enable the Outbound Dialer (Preview/Progressive) Lead List to be mapped and seen within the Zoho Embedded Agent. This will enable the agents to see the data, versus not being able too and going in blind.
2 votes -
Hubspot for RingCx - have an automatic call log created for call attempts
Hubspot for RingCx - have an automatic call log created for call attempts such as manual outbound or dialer calls that are not answered
2 votes -
Lead Manager Automation
Ability to automate the lead manager from the Admin page OR have the historical reports be able to pull in all leads, regardless of if they were dialed. Currently the historical reports will only provide leads if they have at least 1 dial.
We want to provide our client with a file of all leads and lead data daily, without manually needing to download.
2 votes
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