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  1. We have customer asking integration of RCX with Pipedrive
    this is currently available with REX today

    6 votes

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    Thank you for reaching out. We appreciate your interest in connecting RingCX with Pipedrive to streamline your workflows.

    While a dedicated, out-of-the-box CTI integration for RingCX and Pipedrive is not currently available, you can still enhance your agent workflow using our tools:

    • RingCX Chrome Extension:
    • https://support.ringcentral.com/article-v2/using-the-chrome-extension-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US
    • Open APIs for Custom Solutions:
    • https://developers.ringcentral.com/.

    We are continually evaluating and expanding our integrations to better support our customers' workflows. Your feedback on Pipedrive integration is valuable and has been shared with our product team.

  2. https://www.connectwise.com/

    Customer Provides IT networking solutions and requires ticketing integration with Connectwise

    3 votes

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    Thank you for reaching out. We appreciate your interest in connecting RingCX withConnectWise to streamline your workflows.

    While a dedicated, out-of-the-box CTI integration for RingCX and ConnectWise is not currently available, you can still enhance your agent workflow using our tools:

    • RingCX Chrome Extension:
    • https://support.ringcentral.com/article-v2/using-the-chrome-extension-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US
    • Open APIs for Custom Solutions:
    • https://developers.ringcentral.com/.

    We are continually evaluating and expanding our integrations to better support our customers' workflows. Your feedback on ConnectWise integration is valuable and has been shared with our product team.

  3. Customer Expectation: When clicking a phone number in the CRM, RingCX should dial the number instantly without requiring any additional steps from the user.

    Current Limitation: While RingCX supports click-to-dial, it requires the user to have an active RingCX Agent session open before the call can be placed. This adds an extra step and reduces dialing efficiency.

    Requested Enhancement: Enable true one-click dialing from the CRM that initiates the call immediately through RingCX, regardless of whether the agent currently has an active RingCX session. This improvement would streamline outbound calling workflows, reduce friction, and increase agent productivity.

    4 votes

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  4. Hubspot for RingCx - have an automatic call log created for call attempts such as manual outbound or dialer calls that are not answered

    2 votes

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    Thank you for reaching out. The RingCX for HubSpot embedded CTI agent integration is designed to handle agent interactions only.

    Because of this, it automatically logs calls that are answered by an agent. However, it does not automatically create a log for call attempts that do not result in an agent interaction.

  5. Our customers want to make sure emails that are received by the platform first are delivered to agents to handle first.

    6 votes

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  6. Currently there is no option to schedule any reports under RingCX Digital Analytics.

    Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.

    3 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  7. Add signature modification ability to Agent UI or a separate Agent-oriented "My settings" screen with administrative flag to enable and disable the option for the agent to modify the signature.

    8 votes

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  8. customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons

    10 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  9. Currently customers do not have the capability to download the Dashboard on RingCX Digital Analytics.

    The customer is requesting to have the ability to download the Dashboard as .xlsx or .csv.

    They are using this report to do forecasting so that they will know how many agents they need on a particular day.

    2 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  10. The System Administrator should have the capability to block web chat and be able to determine the IP address of the sender.

    2 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  11. Access to he WhatsApp Configuration field using Super Admin User.

    I'm submitting this idea in behalf of our RingCentral Deals Desk team. When logged in as a Super Admin User, they are unable to edit Line of Credit for Whatapp. The lack of access to make changes from their end, is forcing them to directly access each customer account instead of and administrator level back door which can be a security issue in the near future.

    1 vote

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  12. Currently, the Ring CX billing time zone feeds over to the Analytics portal, which can cause confusion if the customer wasn't actively engaged when setting the time zone for either billing or analytics. This further adds confusion when assessing data from the platform.

    The Analytics time zone can be changed on request but the billing time zone has no way to be updated.

    This request is to ensure that billing time zones can be configurable by the customer or upon request by the customer.

    2 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  13. Add VDI plugin for MAC users

    23 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  14. Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality

    11 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  15. Engage Digital - Removing "Pending Interactions" on Agents

    2 votes

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  16. Agents are primarily utilizing the Zendesk RCX Widget to handle contacts. Currently this widget only provides the "My Inbox" view within UI. Would like to add "New Messages" Folder to the Zendesk UI, as by design SMS Messages that reach max routing time durations are sent to this folder. Since agents are using the Zendesk integration, they are unable to manage these contacts after they have been removed from routing mode unless through the RCX account. In order to streamline operations customer would like to remove the need to work out of both interfaces. Adding this functionality to the Zendesk…

    2 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  17. Allow adding multiple copies/columns of the same attribute on the report. ie Agent Script Field Name

    2 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  18. We would like to request a feature that allows us to use a test environment or a demo version for upcoming service updates.

    1 vote

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  19. Previously RingCx allowed “Destination Override” for agents in the Admin portal for CX. That is no longer located in the same place as previously. We have been informed by the Product team that this feature has been removed. We made critical use of this feature and would like it to be reinstated.

    1 vote

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
  20. Request the ability to query either an internal (RC DB) and/or external resource(Bandwidth or alternative) to obtain calling name (CNAM) for calls sent to a RCX CCRN via the PSTN to be displayed to the CC agent and/or available in reporting logs.

    11 votes

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    Will Not Implement  ·  0 comments  ·  Other  ·  Admin →
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