1613 results found
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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 -
RingCX Analytics Report shortcut in RC App Desktop
using the analytical report via the web browser and wanted to see if it can be added/done via Ringcentral app.
This will limits of checking the Analytic -Dashboard for RingCX to another browsers.
1 vote -
RingCX platform: Request to add Overflow routing feature
RingCX platform: Request to add Overflow routing feature
The customer requested the ability to add Overflow routing within the RingCX Queue Events Configuration. Specifically, they want calls to be directed to a Supervisor overflow queue when no agents are available.1 vote -
Planned web callback improvements (agent availability check, better/invisible blended mode)
Customers have several issues with the way RCX can provide web callback.
Customer is using voice broadcast with a redirection to a workflow but agent availability cannot be checked before making the outbound call resulting in a poor customer experience if no agent is available.
On the current setup, the agent availability is not evaluated before the customer gets called by the system. So the customer gets called, does not necessarily get to an agent and then gets an option to plan another callback or leave a message which makes for a poor experience altogether.
Other Outbound campaign modes are…
1 vote -
Resume Chat Session to Original Technician After Client Inactivity
Request for functionality that allows chat sessions, reinitiated by a client after inactivity, to be reassigned to the original technician instead of being routed back to the queue for random reassignment.
1 vote -
RingCentral desktop client vs web client off-hook calls
Add the "Allow Off-Hook Calls" and "permanent connection" functionality from the RingCX web client to the desktop client. This feature currently allows calls to be routed to an agent even when they are in an "Away" status.
The customer identified that this behavior difference between the two clients caused a support issue. Implementing this feature in the desktop client would provide a consistent user experience and prevent similar issues in the future.
1 vote -
RCX analytics access customization
we must be able to customize access to RCX reports , for example: the manager can have access to agent and interactions reports only instead of all of the available reports.
1 vote -
Add function for Container Node to import workflow
option for Container Node that allow as to import workflow so that when creating workflow and like to merge a new created or exciting workflow ,the would like to have to option to merge/connect with other flow. As for now this option is not available as function of the Container Node.
1 vote
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