1612 results found

1. Simultaneous Ring option for Call Queues/Skill

   It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

   • Provide the possibility of a shorter wait time for callers
   • Avoid caller abandons
   • Help in user data analyzation on who picks up the most/least calls

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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2. RingCX bulk upload on phonebook

   Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.

   Creating global phone book entries in RingCX screenshots of options attached.

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   Under Review  ·  3 comments  ·  Admin experience  ·  Delete…  ·  Admin →
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3. Enhancement Request to show all extensions in the Corporate Directory

   At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.

   We would like to be able to see all extensions available to us in the corporate directory when transferring calls.

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   Under Review  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. Ability to transfer RingEX calls directly to RingCX Users

   To have the Ability to transfer RingEX calls in RC app directly to RingCX Users

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   Future Consideration  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. 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" .

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   Implemented  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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6. Warm Transfer Improvement

   Currently if a customer is on hold while the agent is performing a warm transfer, and the customer hangs up, it hangs up the call for all parties. If the customer is placed on hold, and the agent is announcing the call to the other department/party, if the customer hangs up, it should not hang up the entire call.

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   Under Review  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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7. RingCX Global Secondary Nodes

   While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

   Some requirements bubble up like multiple languages operating in the same system
   And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

   Those and more need to be addresses down the road, laying the groundwork for RingCX to be globally deployed is something I think I can help with.

   Today RingCentral Office can Federate https://support.ringcentral.com/article-v2/9415.html?brand=RC_US&product=RingCentral_MVP&language=en_US multiple UID’s making a larger unified system. Now it does have advantages and limitations. I have a technical proposal to leverage integrating RingCX into a Federated RCO global environment.

   Lets start with the idea of adding in our current infrastructure the ability to have the US based system configured as the Primary Node.
   The primary node will have the ability to connect to RCO API stream and operate as an API gateway that allows two way API stream between the RCO API and RingCX Primary>Secondary Nodes (this would be where Global MVP isn’t big enough to have a Federated set of UID’s)
   The Primary Node will have the ability to connect to multiple Federated RCO API streams. Then act as a gateway to RingCX secondary Nodes

   From there the creation of Secondary RingC Nodes will also support a failover API to connect to its actual paired RCO UID for “in Region/Country” fallback operation.

   Secondary RingCX Nodes will store and share meta data with Primary for use as a central Admin using Real-Time dashboards and one central reporting, while the Secondary RingCX node will maintain only its activity for GDPR.
   Secondary Nodes will have the ability to have agents programmed in Skills that exist on the Primary or other Secondary RingCX Nodes. This is critical to overcome any obstacles here as the request are to have agents anywhere answer any interaction if the agent is language proficient.

   Secondary Nodes will have a node identifier used within RingCX Admin and help in administration. Might be helpful where the secondary node is connected to a Federated RCO to show the UID and have a space for naming the node such as “rotterdam netherlands”

   Programming from the Primary Node allows for centralizing Skills etc, Programming from a Secondary Node only changes the local environment with the exception of add global agents to a local skill. Agents will need to be designated in the Primary Node as Multi Node Skilled.

   While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

   Some requirements bubble up like multiple languages operating in the same system
   And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

   Those and more need to be addresses down the road, laying… more

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8. 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.

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   Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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9. 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.

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   Under Review  ·  3 comments  ·  Admin experience  ·  Delete…  ·  Admin →
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10. 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.

    18 votes

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    New  ·  3 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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11. 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

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    Future Consideration  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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12. Real time agent analytics for when they are engaged in a digital interaction

    Have a real time report/widget that will show digital interactions connected to an agent

    18 votes

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    New  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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13. Push Notification

    There needs to be a pop out notification. Our Organization requires agents to be working across multiple apps using multiple screens. Since CX does not have a push notification to the actual computer system, notifications are very easy to miss, unless the CX window is up front and centered in its own window. This is counter productive as it takes an entire screen.

    18 votes

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    New  ·  3 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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14. Delay in the event after "Single Play Audio"

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    Expected behavior
    There is no delay after the end of playing 2 files.

    Adding additional details:
    Discussed with architects. From a product perception this is a bug, for sure, as it's not expected by customer to get delays between queue events. But at the same time, this is behavior is due to current architecture limitations.

    Can we consider this as a feature request to meet the customer's expectation?

    There should be no delay after the end of playing 2 files.

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    … more

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15. 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 directory. When a contact is added, updated, or removed in the RingEX directory, these changes should be automatically reflected in the RingCX directory, ensuring consistency and reducing administrative overhead.

    Business Impact:

    Improved Efficiency: Reduces the need for manual updates, saving time for administrators and users.

    Consistent Contact Information: Ensures uniformity of contact information across both platforms, minimizing errors and discrepancies.

    Enhanced User Experience: Provides a seamless experience for users accessing shared contacts across RingEX and RingCX.

    Proposed Solution: Implement a synchronization feature or an integration option that automatically updates the RingCX directory with any changes made to external shared contacts in the RingEX company directory.

    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… more

    18 votes

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    Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. RingCX Multi Channel Interaction Console “Live Interaction Management”

    RingCX Multi Channel Interaction Console “Live Interaction Management”

    It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.

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    18 votes

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17. Increasing file size limit for file uploads when submitting a support ticket

    File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded

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    Implemented  ·  4 comments  ·  Other  ·  Delete…  ·  Admin →
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18. Ability to take DNC's off the List thru an upload

    We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match the vendors DNC. So not only would this be more helpful and efficient but it may also be a liability issue.

    We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match… more

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    Future Consideration  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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19. Interaction Issue Hot Button

    The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even a screenshot?) of the interaction telemetry details.A further thought here would be that the details could be emailed to an individual / admin of the account and not someone at RC so the onus is on the Admin of the account to of course filter thru and make sure it is valid and complete before submitting as a ticket. This would be a huge time saver for everyone involved and eliminate errors, save time and make reporting of issues so much more timely and relevant!

    The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even… more

    18 votes

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20. Bring the application to foreground when agent script is configured for the queue or campaign

    Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.

    Requirement:
    The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.

    17 votes

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    Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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