1450 results found
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Queue Event Configuration – Audio File Duration and Playback Count
I would like to submit a suggestion to improve the Queue Event Configuration interface based on a recurring concern we encounter from customers.
At present, the system does not display two key pieces of information when configuring Global Audio for queue events:
The actual duration of the uploaded audio file, and
The number of times the audio will play, calculated automatically based on the Duration set for the event.
For example, if a customer uploads a 30-second audio file and sets the event duration to 90 seconds, the system should indicate that the audio will play 3 times during that…
2 votes -
RingCX Analytics Historical Report | Share report to specific User
To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.
2 votes -
RingCX - Limit Access to Real-time Analytics
We would like to have the option to limit the metrics that will show in the Real-time Dashboard. This can be applied to users who have "view-only" access to the Analytics.
For example:
The "agent state" metric in the Real-time Agent Dashboard can be removed.
2 votes -
RingCX Agent able to do a consultation to another RingCX Queue without active call
Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.
2 votes -
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
2 votes -
Lead Management / Cadence
The customer would like a lead management functionality in our outbound dialer. wherein, the lead(no party connect ex. AM, NA, etc) can be dialed with 6 attempts in a week, then system to redial the lead after 2mos and 3 weeks (3mos interval from the day lead was uploaded in the campaign) then do it again on the 6th, 9th and 12th month.
2 votes -
RCX Dialer Ratio
As an organization that relies heavily on efficient contact center operations, the ability to quickly and flexibly manage dialing strategies is crucial. While the current system provides a stable and functional environment, one major limitation continues to hinder operational efficiency — the inability for client administrators to configure their own dialer ratio settings.
Currently, any adjustment to dialing ratios requires submitting a support ticket, resulting in unnecessary delays and increased dependence on external support teams. This not only slows down the optimization process but also limits the agility that contact center managers need to adapt to fluctuating call volumes, agent…
2 votes -
RCX Ring Group option
The ring group option allows incoming calls to be directed to a team of agents, ensuring that they are answered by the agent who has been idle the longest. This method optimizes call handling efficiency by prioritizing agents who have been available the longest without taking a call.
2 votes -
Ability to utilize the same functionality across both the RingCX internal features and the RingCX phone directory
Ability to utilize the same functionality across both the RingCX internal features and the RingCX phone directory
The customer wants the RingCX application to ring when transferring calls using the RingCX phone directory.
2 votes -
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
2 votes -
CallerID flexibility
We have a Central Office and many Satellite Sites, we need to enable a few specific staff members to be able to set their CallerID to any of the Satellite Sites, at the moment this is a site by site feature and needs to be a user feature.
2 votes -
Feature Request : Dialer: Fallback Handling if Agent Doesn’t Answer
Additionally, the customer requested the following feature:
If a broadcast-detected live answer is routed to an agent, and the agent fails to answer,
They want the call to be automatically forwarded to a RingEX AI Agent (or another fallback destination), instead of being missed entirely.
2 votes -
Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
Display Break and Lunch Schedules in RingCX
Have the ability to display the users break/lunch schedule when a user logs in to RingCX
2 votes -
Streamline the ability to copy Call ID (UUI) from History page of RCX Agent Interface in one click
Can there be a separate button to copy the Call ID, instead of using the 3 dots, then copy call ID?
It would be even better if the call ID is displayed in the history -> call details. This can be a combined solution, to display the full call ID + copy sign next to it.2 votes -
Ability to forward SMS from the RingEx platform to the RingCX platform
Ability to forward SMS from the RingEx platform to the RingCX platform
2 votes -
Commitment option for manual outbound calls.
When doing an outbound call to follow-up with a contact, there should be a commitment option to fully delay the call. This should be assigned specifically to the person that set it up and be add on your schedule. Also, remind you to follow up with the contact at the appropriate time that was chosen. It can be edited, reschedule, or cancel a commitment.
2 votes -
Allow for custom key-mapping/binding of call control to desktop keyboard
Allow for the customization of keyboard shortcuts when dialing. This could be for all outbound dialing modes but emphasis for this request is specific to HCI "clicker" agents.
2 votes -
RingCX Custom Role for Admins (Assign Queues)
Customer wants to have an option to select queues in Custom Role assigned to their Admins for reporting or Real-time Dashboard access and not all of the queues
2 votes -
Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow t
Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow the same behavior as live calls. This would provide a more intuitive and consistent experience for customers.
2 votes
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