1362 results found
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Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
17 votes -
Adjustment - Cancel call transfer Label
Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):
when making a transfer:
put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:
in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
"Cancel Transfer : EXtension xxxx" .17 votes -
Synchronization of External Shared Contacts between RingEX and RingCX Directories
Feature Request: Synchronization of External Shared Contacts between RingEX and RingCX Directories
Request Overview: The customer requests the ability for external shared contacts that appear in the RingEX company directory to also be visible in the RingCX directory.
Current Behavior: Currently, external shared contacts added to the RingEX company directory do not automatically appear in the RingCX directory. This lack of synchronization requires users to manually add or manage contacts across both platforms, resulting in duplication of efforts and potential discrepancies between directories.
Requested Enhancement: Enable automatic synchronization of external shared contacts between the RingEX company directory and the RingCX…
17 votes -
Stay on Call - Call Transfers - Toggle Feature
A lot of users do not like that they have to unselect the "stay on call" box when cold transferring. In our usage of EngageVoice, we direct all users to cold transfer because we utilize a chat program to inform of the incoming call beforehand. We would like to be able to toggle this feature on or off by default at the account level.
17 votes -
Add ability to create Requeue Shortcuts in centralized place and assign as needed
At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.
17 votes -
Extend RingCX Call History View to 30 Days
RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…
16 votes -
Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have th
Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:
Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.
Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.
Any other pertinent information to be included (i.e. number of incoming caller, etc.)
16 votes -
Callback feature: add the ability for caller to record their name/message for support call back feature
When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?
16 votes -
Ability to see the weighted mean on Real Time Dashboards
Ability to see the weighted mean on Real Time Dashboards
Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.15 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
15 votes -
Ability to see Logged out agents in RingCX Real time Dashboard
Ability to see Logged out agents in RingCX Real time Dashboard
Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out
15 votes -
live agent state visibility for other agents in same queue
It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.15 votes -
Omnidirectional Allow RingCentral App Channels
We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.
15 votes -
Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
15 votes -
Impersonated admin showing incorrectly in the audit trail
We need an update to the Audit Trail.
Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.
In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.
15 votes -
RingCX within India
RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.
15 votes -
Add Session timeout for RingCX user
For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.
Bare minimum would be a session timeout applied to all user on RingCX.
A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.15 votes -
RingCX voice recording
Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.
15 votes -
WhatsApp Outbound API
Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).
15 votesRingCX has an API that facilitates this
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Enhance the Lead Load Report
I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?
15 votes
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