1521 results found
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Ability to add a time and date for the manual call backs
The customer would like to manually add numbers that do not get added back into the callback cycle, and add a time and date for the manual callbacks.
1 vote -
RingCX: Request for Direct Agent Download of Call Recordings
Agents using RingCX need the ability to quickly download a recording of a call they just completed directly from their agent interface, such as through a button on the call wrap-up screen or in the agent's recent call history.
1 vote -
Adding the "Live" metric on the custom dashboards On RCX Analytics Live Dashboards
When you create a Real Time dashboard in RCX Analytics for product IVR, you can find the IVR widget including few data fields like "Live", "Presented", Connected", etc...
If you want to add a custom widget displaying IVR data fields
- Widget type = Number
- Product = IVR
When you want to select Data fields, the field "Live" is not included in the list, you can find ONLY, all the others like "Connected", "Presented" but not "Live"
Otherwise you can find "Live" data field when you configure rules after widget creation.1 vote -
RingSense - RingCX Integration Prior to Account Activation
Maybe I am missing something, but the RingSense product picks up a newly added user from RingEX. They get all of the proper integrations. Since we are using RingCX, we also want to add the user into RingSense and have them ready for day one. However, the RingSense product does not allow for RingCX integration until the account is activated. Why is this not the same as RingEX integrations? Or is there a way to do this without falsifying the email and activating the RingEX account with a terrible workaround process?
1 vote -
Use computer's number keys to send digits when using keypad
While on an outbound call that has reached an IVR, pop out the keypad to interact, but use the COMPUTER'S keyboard to select the digits instead of clicking on the digits in the on-screen keypad
1 vote -
Canned response in initial outbound email/SMS
Initiate an email or SMS with canned responses (same as reply assistant template) available to shorten the time spent on initiating new messages.
1 vote -
Mask Customer ANI from Agent
Support Case already submitted but got closed: 29329693
Request
Problem description: Customer requested to mask customer's ANI for all incoming inbound calls. We created Cloud profile but it is still showing the ANI.
Actual behavior: For any inbound call ANI is still being displayed
Expected behavior: Customer's ANI is no longer shown to the agent for any inbound calls.1 vote -
1 vote
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Filter for agents using inbound emails
Inability to locate or display IB-Mail agents via search, which may slow down operations, generate errors, or prevent certain administrative or technical actions. See attached screenshot.
Category:
Functional bug/interface anomaly
Expected behaviour:
The search function should display IB-Mail agents in the same way as other types of agents, based on the criteria entered1 vote -
Compliance - Remove my data email button
California, Virginia, Colorado, Connecticut, Texas, Oregon, Delaware, Maryland all have comprehensive data deletion requirements, and it would be helpful to have a standardized 'button' that allows for an email to be sent to a specific defined email address that can be actioned by supervisors/staff. The email would contain the lead data needed: Account, Campaign, date time stamp, lead phone, name, address, city, st, zip. notes. Similar to an email that is generated off of a disposition notification but without having to have a gazillion dispositions created for this.
1 vote -
Ability to Assign Company Main Number Directly to RingCX Call Queues
Currently, the company’s main phone number cannot be directly assigned to RingCX call queues, requiring a workaround by forwarding calls to a different number. This creates additional setup complexity and potential for misrouting. Requesting a feature to allow direct assignment of the company main number to RingCX call queues for simplified configuration and improved call handling efficiency.
1 vote -
Enable Recording for Dialer Calls that are detected as Machine Answered
Request to enable call recording for Dialer Calls that are detected as machine answered.
1 vote -
1 vote
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Real time dash board for dialing campaign
We need a real time dashboard where we can find the phone number that's being dialed out by our outbound campaign and for it to display the actual DNIS.
1 vote -
Native CRM Integration for Lead Interaction History
Currently, preserving a permanent record of all lead interactions requires a complex API integration to push logs to the client’s CRM, creating administrative overhead and potential for data gaps.
This feature request proposes a native CRM integration within RingCentral to automatically sync all lead interaction history, enabling:
Seamless tracking of communications across platforms.
Reduced dependency on custom API development.
Improved data accuracy and accessibility for reporting and compliance.The goal is to simplify CRM management, enhance data integrity, and improve workflow efficiency for agents and admins.
1 vote -
Integrated Messaging Within the Dialer
Currently, agents must leave the dialer to send SMS messages, navigate to a separate section, and manually copy-paste phone numbers, disrupting workflow and reducing efficiency.
This feature request proposes integrating SMS and other digital communications directly within the dialer interface, allowing agents to:
Send messages without leaving the dialer.
Maintain context on the lead or customer they are engaging with.
Reduce time spent switching between screens, improving productivity and user experience.The goal is to streamline agent workflows, minimize errors, and enhance communication efficiency within the RingCentral platform.
1 vote -
Enhanced Dialer & Voicemail Control for Agents
Currently, RingCentral’s dialer and voicemail functionalities limit agent flexibility and efficiency. Personalized voicemail drops require an admin to create a separate campaign-level disposition for each agent’s custom recording, making it unscalable for teams. Additionally, in Progressive Dialer mode, agents cannot stop or cancel a call once the system begins dialing, which disrupts workflows and reduces operational control.
This feature request proposes enhancements to provide agents with:
Scalable, agent-specific voicemail options without needing manual admin configuration.
The ability to cancel or stop calls in progress within the Progressive Dialer to improve responsiveness and control.These improvements aim to streamline agent workflows,…
1 vote -
Enhanced Lead & Campaign Management for Improved Agent Efficiency
Currently, RingCentral’s campaign and lead management capabilities limit agents and admins in several key ways: leads expire unpredictably, there are only five campaign priority levels, and re-uploading lead lists creates duplicate records while losing historical interaction data. Agents cannot filter leads within an active campaign to target calls effectively, and campaign assignment is entirely manual, preventing the system from automatically distributing leads to available agents.
This feature request proposes a comprehensive upgrade to the lead and campaign management experience, including:
Expanded and configurable campaign priority levels.
Ability to merge duplicate leads while preserving historical interaction data.
In-campaign lead filtering for…
1 vote -
add text message notigications for managers when agents states are incorrect
Would be great to have a feature that allows managers/supervisors to receive text message notifications when agent states are abused. Example, an agent in an RNA state for more than 1 min. Manager would receive a text message alerting them of the agent's state.
1 vote -
add text message notigications for managers when agents states are incorrect
Would be great to have a feature that allows managers/supervisors to receive text message notifications when agent states are abused. Example, an agent in an RNA state for more than 1 min. Manager would receive a text message alerting them of the agent's state.
1 vote
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