15 results found
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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.
63 votes -
Call Waiting notification
If a user is in an outbound call with a customer and another call comes into their queue, an incoming call notification pop-up should appear, notifying them of the incoming call.
The agent should have the ability to put the first call on hold and then answer the second call.
8 votes -
Ability to Use the Main Company Number as a Selectable Outbound Caller ID for RingCX Agents
Requesting the ability for RingCX agents to select the Main Company Number as the outbound caller ID when placing outbound calls from within RingCX queues.
3 votes -
Automatically set agent state back to Avaialble after RNA by timeout
- Additional details for the feature that you are requesting:
- What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
- What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
- How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
1 vote -
Clarify Error Message for Unsupported Transfers from RingCX to RingEX Extensions
Currently, when agents using RingCX attempt to transfer a call to a RingEX extension via the corporate directory, the system presents a misleading "congestion" error. This message suggests a network or capacity issue when the true cause is that transfers to RingEX extensions are not supported in RingCX.
This leads to agent confusion, unnecessary troubleshooting, and increased support tickets. We request a clearer, more accurate system message such as "Unsupported transfer destination" or "Transfers to RingEX extensions are not currently supported" to replace the generic "congestion" message in these cases.
6 votes -
Expand Agent Notes on Disposition window
Currently, when agents are in the Disposition state and enter disposition notes, the notes field does not expand once the content exceeds a single line. This limits visibility and makes it harder for agents to review or edit longer notes.
Proposed Enhancement:
Enable the Agent Notes field to automatically expand (or provide a manual resize option) when text exceeds one line, allowing agents to view and edit their full notes without excessive scrolling.Benefits:
Improves note-taking efficiency
Reduces errors from missed or overlooked information
Enhances agent experience and productivity
3 votes -
Select Agent Queues from Single Pane of Glass or SPOG
If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.
Need to be able to select which queues you are logging into when singing in via SPOG in EX.
3 votes -
Caller ID Persistence for Requeued Calls
Display the name or extension of the requeueing agent in the receiving agent’s interface or call history.
3 votes -
Dynamic Caller ID from RCX Front
We’d like to request a change to support displaying the caller ID dynamically from the RCX front, instead of using a static value. It should display a more generic value like "Internal RCX Call" or the actual caller ID of the RCX agent, depending on their configuration.
Currently we are seeing random numbers (027837475)
2 votes -
Stay on Available status when Rejecting Calls
We would like to have an option to have agents stay on Available status when Rejecting Calls in RingCX
3 votes -
Commitment option for manual outbound calls.
When doing an outbound call to follow-up with a contact, there should be a commitment option to fully delay the call. This should be assigned specifically to the person that set it up and be add on your schedule. Also, remind you to follow up with the contact at the appropriate time that was chosen. It can be edited, reschedule, or cancel a commitment.
2 votes -
Show how many agents available in the transfer skill while looking them up in the transfer phone book
Is there any possible way to make it show how many agents available in the transfer skill while looking them up in the transfer phone book
3 votes -
RCX - ability to disconnect the 3rd party when using transfer or requeue
if a customer is having agent A on a call.
Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me
the main request here is to let the initial party disconnect the 3rd party…
10 votes -
Setting to enable dashboards/embed in agents view
Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.
6 votes -
Prevent Stuck Voice Calls with no Disposition
There should be a check in the UI to prevent stuck voice calls in the Agent's UI because no disposition was configured. It's possible to configure a Voice queue without any disposition or no Agent Script. Since there's no way to disposition the call, it appears "stuck" in the Agent UI where there's no way to clear it after the call ends. It's possible that the agent won't be able take new calls.
2 votes
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