1521 results found
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better visibility when receiving a phone call
I would like better visibility when receiving a phone call, like have the web browser icon light up or something like that
2 votes -
ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
2 votes -
Embedded Agent Log Record to CRM
When a call is answered with the RingCX embedded agent, it can be configured to pop an interaction within Service Now. While the interaction is created and popped to the agent's screen, it is not written or saved to ServiceNow. An agent must manually click "Save" on the interaction record to get it written to Service Now. Our existing ACD product saves the interaction to Service Now automatically.
We're requesting a feature change so that once an interaction is created and popped by the RingCX embedded agent, that the interaction is saved/written to ServiceNow at the same time, automatically, and…
2 votes -
Disable "You are now being connected" in RingCX Calls
Disable "You are now being connected" in RingCX Calls as some of the callers are unhappy about the notification.
2 votes -
Queue Event Number+Extension Transfers
Queue Events, Business Hours, and Business Hour overrides all allow calls to be transferred. These transfers rely on DID transfers with 10 digit phone numbers being used. We have a large number of call queues set up on RingEX that do not have a DID assigned, and we do not want DIDs on those call queues. Today, we are unable to transfer calls from a RingCX queue back to a RingEX extension without the use of a workflow. We'd like RingCX to support call transfers to a phone number + extension. Example: Queue Event DTMF key press 1 would perform…
2 votes -
Callback & Voicemail Module Contact Routing
When a caller is in the process of requesting a callback or leaving a voicemail, and an agent becomes available, the caller is left in those modules/processes instead of being routed to the agent that became available. Please add an option on a queue that controls what happens when a caller is requesting a callback or leaving a voicemail, so the queue can either be configured to:
1) Leave the caller to continue with their original operation of requesting a callback or leaving a voicemail.
2) Abort the original option of requesting a callback or leaving a voicemail, and route…2 votes -
Answer Call From Queue Agent is Not Enabled For
We would like the ability for agents to answer a call from a queue that the agent or supervisor is currently not enabled to receive calls from. We have two main use cases:
1) Support teams are organized by geographic region of the country. Support teams only have the voice queue enabled for the area of the country they serve (provide support for), but we let support teams view what is happening in other queues for call volume. If the team for Region A is receiving many calls leading to extended wait times, we'd like for agents on team that…
2 votes -
Audio format option in Ringcx for call recording
We request the addition of a stereo audio recording option for RingCX. Currently, the system only supports mono audio recording. A stereo option would enhance the quality of call recordings and provide a more accurate representation of conversations.
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 votes -
Dynamic Caller ID from RCX Front
We’d like to request a change to support displaying the caller ID dynamically from the RCX front, instead of using a static value. It should display a more generic value like "Internal RCX Call" or the actual caller ID of the RCX agent, depending on their configuration.
Currently we are seeing random numbers (027837475)
2 votes -
API Support for Retrieving Agent Availability and Offhook State Without Event Subscriptions
Request to add a new RingCX API endpoint that allows retrieval of agent availability and offhook state directly, without the need to use event subscription mechanisms. This feature would enable easier and more flexible integration for monitoring agent statuses in real-time.
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 -
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 -
Custom Intercept Handling for Terminating Calls with No Message
Hi Team,
I’d like to submit a feature request regarding how RingCentral handles call signaling when a terminating carrier fails to return an intercept message.
Current Behavior:
When calls are placed to numbers that are unassigned, disconnected, or otherwise unreachable, and the terminating carrier does not return a proper intercept message (e.g., “This number is not in service”), RingCentral simply passes through the signaling it receives. This may result in endless ringing or silence, causing confusion for users.Requested Enhancement:
Implement a mechanism or fallback behavior to better handle cases where no intercept message is returned—such as:Playing a generic…
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 -
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 Stuck Contacts Report
Customer would like a report on specific reason as to why the call(s) get stuck. For instance, one UII get stuck and the report shows that the call was stuck due to an internet connection or a glitch.
2 votes
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