1521 results found
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Native End-to-End Email Encryption (S/MIME / PGP) for RingCX
This feature request is being formally submitted on behalf of our client who is currently utilizing the RingCX Email Channel for customer communications.
The client has raised concerns regarding the ability to encrypt emails containing sensitive information. While RingCX supports SSL/TLS encryption for IMAP/SMTP connections (encryption in transit), there is currently no built-in support for end-to-end email encryption methods such as S/MIME or PGP.
At present:
SSL/TLS can be enabled by default for IMAP/SMTP connections.
Additional security configurations depend on the customer’s email server.
End-to-end encryption (S/MIME, PGP) is not supported within RingCX.
Message-level encryption is considered outside the scope…
1 vote -
Enhancement of the Live Chat interface to indicate when a major incident is in progress
Would it be possible to add a colored banner at the top of the chat window to indicate a major incident?
This feature would allow users to be immediately informed of any incident as soon as they open the chat. Additionally, the banner’s color and content should be customizable according to each client’s specifications.1 vote -
Automatic Call Notes Feature for Queue Based Calling. Right now it's only for individual agent extensions
Automatic Call Notes Feature for Queue Based Calling.
Right now, it's only for individual agent extensions, and the alternative is RingSense, but that doesn't provide the insights or transcription until the processing is complete. This is incredibly inconvenient for our Call Center team.
1 vote -
Bulk Number Blocking in the RingCX Blocked ANI Page
Ability to block numbers in bulk in the RingCX Blocked ANI Page
1 vote -
Netsuite Integration and AI Assist
The Netsuite Integration adapter does not allow the ability for Agent Assist. There is no place for you to expand the window to get AI generated suggestions from your knowledge. The only option you have for Agent Assist is to use the browser-based extension.
1 vote -
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number. For example, we want internal calls to be answered by queue staff between the hours of 7:00 am and 5:00 PM, but we don't want patient's to be able to reach staff through the direct dial number until 8:00 am. Currently, Ring Central doesn't support this feature, but we did have this capability with our previous carrier, Mitel.
1 vote -
Phone Book options
When CX users would like to call another queue, the queues should be listed as an option with the Corporate Directory. This was available in NiceInContact. Please see screenshot
1 vote -
RingCX for Salesforce
RingCX for Salesforce queue name visibility when call comes in
Requesting the source Queue to be visible when a call is received in Salesforce
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?")
This is functionality that is available when using RingCX in the browser, but is not available in Salesforce. Since this is a part of the native functionality of RingCX, this should be a part of your Salesforce extension
1 vote -
Able to enter multiple dates and times in a single entry in the RingCX Workflow Studio.
We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
Is it possible to update the workflow to close on specific dates and times?
For example:
Monday: Closed
Tuesday: Delayed opening at 11:00 AM ET
Tuesday: Early closure at 4:00 PM ET
Wednesday: Delayed opening at 11:00 AM ET
Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a…1 vote -
1 vote
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say contact name before dialing on auto dialer
Verbally say a lead's name before auto-dialing. Useful for reps that walk around and are not always looking at their screen.
1 vote -
Allow to Map Dispositions to the Call Outcome field in RingCX for Hubspot
We would like to be able to map dispositions to the call Outcome field in RingCX for Hubspot
1 vote -
Call Monitoring Audit Log report that shows who monitored whom and when.
We would like to have a report that we can run called a “Call Monitoring Audit Log.” Specifically, we need to be able to generate a report that shows who monitored whom and when.
1 vote -
Fax Cover Page, Allow Sender Name to be Optional or Modified
To offer a certain amount of anonymity to call center agents, please allow the Fax Cover page options to include the ability to remove the senders name, or to change the name in a manner that would populate the first & last name of the agent, with edits allowed to those names
0 votes -
Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues
It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.
There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"
1 vote -
Delay/Disable Outbound Call Recording Announcement when call goes to voicemail (Users cant hear Voicemail Announcement)
Currently, the automatic recording plays the moment the call is connected, even when it is connected to voicemail. Because of this, our users cant hear the voicemail message, and the disclosure is not provided to the end user.
Ideally, Ring Central can detect if the call is connected at the 30 second mark (typical for voicemails) and delay the disclosure until after the Voicemail tone.
1 vote -
RingCX Log in - Web App or SPOG
Web App or SPOG
Report which can tell if the agent logged in via SPOG on WebApp or Desktop App1 vote -
Manage Clients Under Agency Account
Those of us with agencies who manage multiple clients should have an agency account. This is the only platform I am not able to use my email to manage client accounts.
I am told I have to have a unique email for each client to access their account.
Callfire, Callrail, Twilio, etc. all have the ability to do this.
How can this become an option?
1 vote -
Identities
Looking for the capability to be able to "export" the list of identities (customers that have called into the RingCX environment and the system has created an Identity (first name, last name, phone number, etc....) The capability to be able to review the identities and manage the entries that have been made to the repository where it is kept/stored
1 vote -
RingCX Admin - Add the ability to select a range of agents with Shift+Click
If I want to bulk edit agents in RingCX Admin, I have to click the checkbox next to their name one by one.
Editing 50 agents takes 50 clicks.I am aware we can edit all users in a group simultaneously with the checkbox next to the group name. I would like to be able to select a checkbox, hold shift, then click a box below to select all of those agents in the range.
It should only select the range of boxes since the previous checked box.
For example, I have 100 users I need to edit who are…1 vote
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