1363 results found
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RingCX Chats are being forwarded to Ignored message.
The customer is requesting to have an option to configure the settings in RingCX channels. Chats are being forwarded to Ignored message. They are asking if we they can have an option to route the chats to New messages only.
2 votesImplemented.
Only messages that are ignored or auto-ignored will go to ignored messages
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Agent script disposition element variable support
Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values
2 votes -
Expanded Queue Priority Levels
I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.
This is essential to customers who provide 3rd party support to a large client base…
2 votes -
RingCX Digital interactions routing out of order
Digital interactions are routing out of date order.
Actual behavior
Older interactions will remain pending while newer interactions are routed, despite being from the same channel and digital queue.
Expected behavior
If interactions come in from the same channel and into the same digital queue and have the same priority, the expectation is that they would be routed in the order they are received.
2 votes -
Have an option to have the first user receive the call while setting other members to Longest Idle
Add an option to have the same user receive the first call in the queue while setting other members to Longest Idle
2 votes -
Voice recognition should also cater to people with strong accents.
Voice recognition should also cater to people with strong accents.
2 votes -
Adding the "manual dials" metric on the custom dashboards On RCX Analytics Live Dashboards
We need to add the "manual dials" metric on the custom dashboards on RCX Analytics Live Dashboards.
Here is the scenario:
1- On RCX Analytics portal, going to Live dashboard and adding a custom widget.
2- Select "Agent" on "Product" tabs
3- We need to be able to select "Manual dials" field on the "Data" tab.
2 votes -
RingCX Dashboard Overview
User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)
Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.
2 votes -
Case Sensitivity for Audio Search is not friendly
- Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
- Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
- Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A…
2 votes -
Show how many agents available in the transfer skill while looking them up in the transfer phone book
Is there any possible way to make it show how many agents available in the transfer skill while looking them up in the transfer phone book
2 votes -
Lower the volume of RingCx Agent when you are on "TRANSITION" state, that "brrrp" is annoying
there should be a way, that when we are on fetching leads mode, the "transition" stop making that annoying noise that "brrrp brrrp" when you are calling someone is really annoying, hearing that noise all the day its crazy
2 votes -
Automatic Call Termination During Network Issues
To ensure a seamless user experience, it is essential for the system to automatically terminate calls when a network issue is detected.
Currently, when one party encounters a network issue, the call remains active but turns into dead air, leaving the other party unsure if the connection is still live. This can lead to confusion and disrupt communication.
To address this, the system should be designed to immediately terminate the call for both parties as soon as a network issue is identified. This enhancement will improve clarity and avoid unnecessary speculation about the call's status.
2 votes -
Enhance reporting on system generated states
In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…
2 votes -
signature
Make it possible for auto signature to belong to channel, so that agent can have several different auto signatures depending on channel.
RC case 23529016
2 votes -
CNAM for RingCX Parallel Dialing
Current Behavior: When configuring Parallel dialing to display the DNIS as "Outbound Caller ID," the CNAM associated with the specific DNIS number does not appear on the receiving RingEX User's phone. Instead, the RingEX mailbox CNAM is displayed.
Desired Improvement: It would be beneficial if the actual CNAM of the DNIS number were shown on the receiving RingEX User's phone.
2 votes -
The customer wanted to know if there is an option to enter a code before accessing the RingCX recorded link
The customer requested the ability to enter a code before accessing the RingCX recorded link, ensuring that all call recordings remain secure and are not accessible to unauthorized users.
2 votes -
Allow Super Admins to have a non billable agent account for testing
Enable Super Admins to access a non-billable agent account specifically designated for testing purposes. This account will allow Super Admins to simulate agent activities, troubleshoot issues, and test system updates or changes without incurring additional charges or affecting billing metrics. By providing a non-billable test account, Super Admins can ensure that workflows, new features, and platform configurations are thoroughly vetted, improving the reliability of the overall system and enhancing the user experience for all agents.
2 votes -
Unneeded Global Audio Files
There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.
For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".
2 votes -
Call Park on Desktop App
As of recently 10.25.24 - the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move…
2 votes -
Allow Route Node in Workflow Studio to send call to another Workflow
The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.
2 votes
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