39 results found
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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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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 -
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 -
turn off chat during after hours
To have an option in queue events that will automatically turn off the chat during after hours.
1 vote- A queue event exists already that will stop routing and send back an automated messages
- In Messaging targeting rules there are conditions to show the chat or not based on time of day, day of week etc.
- We have also added "Show chat widget based on agent availability" currently in beta, available by request
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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 -
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 -
Adjustable Metrics in RingCX Analytics
Currently, metrics run on unclear definitions that make it challenging to know if what you're looking to report on is reflecting in the data referenced.
For instance, upon first glance at an Agent Conduct report, it looks like Avg Talk Time is the Talk Time divided by Agent Assigned vs "the average time customers spend on the phone connected to an agent or IVR. per call segment" (as defined by the glossary).
Customer should be able to change what data is referenced and have it show something like Talk Time divided by Agent Connected (excluding time in IVRs).
1 vote -
Option to change username on RingCX
Option to change username on the RingCX
2 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 -
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 -
RingCX Analytics Custom Historical Report Metrics in Column Limitation
Currently, The RingCX Analytics Custom Historical Report Metrics in Column is limited to only 40. Requesting this to be more that 40.
1 vote -
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 -
DIAL PAD FOR CX
HAVING A FLOATING DIAL PAD FOR CX SOFT PHONE WOULD BE VERY HELPFUL OR OUTBOUND CALL CENTERS
1 vote -
RingCX | Customer is requesting to have a feature to make an outbound call while users are engaged
The customer is requesting a feature that allows users to make an outbound call while they are engaged on another call.
Currently, as a workaround, users place the original call on hold, click the transfer button, and select the "Stay on Call" checkbox to consult. Afterward, they unhold the call to return to the original caller.
While this method works, there are potential risks — agents might accidentally conference the call with the other party or forget to check the "Stay on Call" box, inadvertently performing a cold transfer.
1 vote -
Disable the feature that automatically includes the email chain at the bottom of an Agent Reply email in RingCX.
To disable the feature that automatically includes the email chain at the bottom of an Agent Reply email in RingCX.
2 votes -
able to test volume
there should be a sound setting section where you can test your input and output to make sure users will be able to hear you correctly
1 voteAlready Exists ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
This feature exists within RingCX/REX Single Pane of Glass
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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 Browser cannot be configured to split audio speech path and audio notification between headset and other audio device
Problem:
Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to headset. This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls.
Proposed Solution:
Audio Output Configuration:…
2 votes -
API integrations with Zapier and Zoho
Add API integrations with Zapier and Zoho, this will allow easier/simpler api management for small to medium buisnesses
2 votes
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