61 results found
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RCX - Incoming Call, pops up in front of all the applications
Hi Team,
My client is asking if we have a way for the RingCX to pop-up in front of all the windows open on their screen/monitor in order for them to be notified that there is a new incoming call.
Currently, they understood that their agents need to put their headsets on so they can hear the ring for a new incoming call(as they are doing manual accept call).
i did also advise them to organize their screen window so that the rcx phone tool is always showing somewhere in their screen/monitor. However, their agent cannot always regularly checkthe chrome…
27 votes -
Allow Multiple Agents to Save Disposition Notes Separately in Salesforce During Call Transfers
When a call is transferred internally, the agents are unable to save both sets of notes when dispositioning the call. The notes from the first agent are replaced by the notes from the second agent.
Steps to Reproduce:
• The receiving agent shared the SFDC link with the previous agent (The agent who's transferring the call) to allow them to leave their notes.
• The second agent, who received the call, then entered the disposition note within the Phone App on Salesforce.
• However only the second agent's note will be left saved in SalesforceBackground:
• The Phone app…
15 votesIf you're using the RingCX for Agent Embedded CTI Adapter with Salesforce to transfer a call internally, each agent can add their own notes.
Here's how it works:
- Agents can type notes into the notes field within the adapter during the call.
- After the call is transferred, each agent's individual notes will be saved and can be viewed in the comments section of the notes.
This ensures a smooth handoff and a complete record of the conversation.
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Engage Digital - Allow multiple routing strategies for different email channels
Currently the Engage Digital system requires all asynchronous routing channels to use the same routing strategy, we would like to be able to create alternate routing strategies with different time frames set for the routing steps and assign a subset of email channels\categories to that alternate strategy. This would allow us for example to have some email channels that have the reply step that attempts to route back to the same agent that sent the last response set at 1 hour and others set at 30 minutes.
15 votes -
RingCX Custom call routing on IVR for a specific date
This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.
This is a similar feature to custom rules in RingEX platform.
13 votes -
RingCX audio
Recommending the implementation of an audio settings feature in RingCX for the wired headsets to enhance the overall user experience and provide greater customization options for users. Ability to adjust audio settings such as press-to-call on the wired headset to work on RingCX.
12 votes -
TikTok connector for RingCX / RC Engage Digital
Many organizations have requested a connector between RC Engage Digital and TikTok.
10 votes -
Dedicated phone number or menu option for CX partner support
You need either a dedicated phone number, or menu option to get to RingCX support.
It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.
9 votes -
Request for Digital Interaction Transcripts
There are no Digital Interaction Transcripts in the product.
8 votes -
admin
For the admin page for EV when pulling up the accounts can the admins only for that account pull up rather than having all admins on C01 or C02 pull up? We could also use it for security reason too as they can have an Id associated with the admin and they have to give us ttheirhere ID
8 votes -
Add the ability to create structured messages directly via Admin UI (User Interface) within Engage Digital
Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.
7 votesRCX > Agent tools > Reply Assistant
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Delete conversation history from customer side
add a new option or button to delete chat history from customer side
7 votesRCX > Extensions > Data Purge
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RingCX AHT Custom Formula
Currently AHT is computed using the formula:
AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)
Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.
Since agents are still working on an interaction while on away state, this should be included in the AHT computation.
If possible we can create a custom report / formula.
6 votes -
Concurrent Pricing as main pricing model for EV
Engage Voice was, as Connect First, built around the concurrent pricing model. We have no adequate billing method or application mechanism to properly follow, or prorate the named agent model. It is my belief that we are doing named agents pricing model because this is what we do with the RCCC. I also believe we do this with RCCC because it is a competitive advantage for NiC to be able to sell concurrent licenses when competing RCCC against direct NiC. I think lowering the concurrent price to something more appropriate, leading with an agent minimum with concurrent agent pricing ('high…
6 votes -
RingCentral CXSE team Zendesk account.
CXSE team should have a dedicated Zendesk environment where we then can build integrations with it for showcasing the functionality within IVR and agent scripting studios.
5 votes -
RingCx Reporting Including Data from Agent Script Custom Field
RingCx agents should be able to capture the report for their call disposition including the custom field added in the agent script
5 votes -
Caller Line Identification (CLI) matching when multiple Dynamics contacts share the same phone number
RingCentral Dynamics integration handles Caller Line Identification (CLI) matching when multiple Dynamics contacts share the same phone number.
Increase the threshold for CLI matching, or
Allow a manual selection from the list when multiple matches are found.
4 votesThank you for reaching out with your feedback regarding the RingCX for Dynamics integration for Caller Line Identification (CLI) matching. We understand your request to increase the threshold for CLI matching or to allow a manual selection when multiple contacts share the same phone number.
The ability to manually select from a list of multiple matches is already a feature within the RingCX for Dynamics 365 integration. When multiple contacts are found, you will see a list from which you can choose the correct one.
For detailed instructions and to learn more about navigating this feature, you can refer to our user guide:
https://support.ringcentral.com/article-v2/Navigating-RingCX-for-Dynamics-365-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US
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moving agent from one agent group to another
Ability to move an agent from one agent group to another without deleting and recreating the agent profile.
4 votesYou can move agents between groups. When you open agent details in RCX Admin, click three dots menu in the top right corner and select Move. Then choose the group where you want this agent to be moved to.
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Ability to park a RingCX call in a public location that can be picked up by RingCX or RingEX user
Our call center agents need the ability to park a call in a public location (*8## assigned by system) so that they can be picked up by a RingEX user calling that parked location. This can be done in RingEX, but not RingCX. Often calls come into our call center using RingCX that cannot be transferred because the RingEX user is busy on another call and the caller wants to wait. We don't want the RingCX agent to be tied up with a call on hold waiting.
3 votes -
RingCX agents should be able to place outbound calls to a RingEX agent's extension without being on the other line
RingCX agents should be able to place outbound calls to a RingEX agent without having to type their full phone number.
Currently the RingCX agents are unable to place outbound calls to RingEX extensions/names of RingEX agents unless there is a customer on hold to be transferred. The only way is typing out the full phone number of the RingEX agent or Hunt group you have assigned with-in the company3 votes -
Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call
Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call. Typlically, this would be an CRM that pulls the data rather than RCX that pushes it.
3 votes
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