45 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 -
Simultaneous Ring for Cloud profile - RingCX
Suggestion is to offer simultaneous ring capability in RingCX, similar to what is available in the MVP call queue. In RingCX, the current routing options are Round Robin, Sequential, Percent Allocation and Geo Location.
26 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 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 -
Request for Digital Interaction Transcripts
There are no Digital Interaction Transcripts in the product.
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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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 -
Remove/disable emojis and gif for RCx digital chat responses
Remove/disable emojis and gif for RCx digital chat responses
2 votesWhat is the interest of disabling emojis and gifs?
Why can't the agents be instructed to not use them?
Here's what exists already:
- With the new Agent roles, you can restrict the use of emojis
- With the new setting in the Engage Messaging channel in RCX, we can deactivate attachment sending for agents altogether
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PC Ring Behavior in CX with Headsets
Allow calls to audibly ring on the PC even when a headset is connected, similar to how this works in RingEX.
2 votes -
Instantly flagged for token renewal
The request is to instantly flag the need for token renewal. When a platform such as Instagram, Facebook does some update, the RingCX connected to it may be flagged of changes possible renewing the token from RingCX end.
2 votes -
Option to change username on RingCX
Option to change username on the RingCX
2 votes -
RCX - user level call forward to external number
RCX - the ability to forward calls to the external numbers on a user level like what we have in MVP
2 votes
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