249 results found
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call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
196 votes -
Extension dialing between CX and EX
Extension dialing between EX and CX is needed. Having to route calls between the two platforms with a 10 digit number results in the need for additional phone numbers, and cost for the customer.
Another problem with 10 digit numbers, is that if routing is built using temporary numbers that will go away after porting, all of those references have to be updated on CX and EX after the port.
119 votes -
CNAM feature for Canada
We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.
101 votes -
Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)
Description:
• Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.
However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.
Feature Request:
• We propose introducing a more appropriate default system state for these specific conditions (e.g.,…80 votes -
transfer
Include Agent Name on Transfer Segment in Interaction Details Report
Request Summary:
When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.
Current Behavior:
• The agent's name is shown for the initial (inbound) segment.
• During a…58 votes -
Transferring calls to RingEX Extensions via corporate directory
To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.
Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.
50 votes -
Dashboard for agents in RingCX | Agent platform.
RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.
49 votes -
text-to-speech feature for the disabled
Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…
46 votes -
Allow Using the Hold Button on the Desk Phone
Need to be able to use the Hold Button on the user Desk phone for RingCX call backs
-hold button on desk phones works properly for everything except for RingCX callbacks
-current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files44 votes -
Cost Centers built in RCX
Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature
37 votes -
Show Caller number when specific extension will transfer the call to another extension
customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.
35 votes -
Agent Script/Custom Field Recording Delivery
Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.
Currently, only the field name feeds over to the S3/AWS bucket in the file name.
33 votes -
Fix Browser Refresh Logging Agents Out Of CX
When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.
32 votes -
Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX
Problem Description
When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).
Expected Behavior
If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.31 votes -
Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling
customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).
or the other way around if you start the dialer - it would switch to off hook for the dialer -…
30 votes -
Cancelling a requeued call
Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.
28 votes -
RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)
When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.
We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.
Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…
25 votes -
Mobile app as endpoint of RingCX
When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.
Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.
25 votes -
Give possibility to calculate the SLA on FB Messenger over all responses, not only the on the first response.
I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given within 30 seconds, and how many responses are given after the treshold of 30 seconds. And I want this information on all messages, not only on the first response. Is it possible to display this calculation of the SLA?
25 votes -
Include Name & Number in Caller ID
Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.
24 votes
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