106 results found

1. Company/Personal EX Contact Phonebook

   I would like to suggest that we have the ability to access Company/Personal EX Phonebook in Ring CX, so calls come from the Contact Center number.

   This would be useful for CX Agents as they do need to make outbound calls to Branches & Suppliers.

   3 votes

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2. CNAM display in RingCX Real Time Dashboard

   Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

   6 votes

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3. Feature Request: Language Selection for Play Hold Time Announcer in RingCX

   Feature Request: Language Selection for Play Hold Time Announcer in RingCX

   Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

   Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

   Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

   Support Reference: For more details on configuring inbound queue events, you can refer to the following article:
   Configuring inbound queue events in RingCX

   Feature Request: Language Selection for Play Hold Time Announcer in RingCX

   Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

   Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

   Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

   Support Reference: For more details on configuring inbound queue events, you can refer to the… more

   7 votes

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4. Dismiss "To start your agent session, connect to RingCX" on keypad

   Need the ability to dismiss this message on the RingCentral client when the CX integration is enabled. See attached screenshot for the message I'm referring to.

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   2 votes

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5. Contact List

   Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).

   1 vote

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6. Ability to export IVR from Studio

   Need the ability to export IVR Studio so they can be shared and imported.

   41 votes

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7. Expanded Queue Priority Levels

   I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.

   This is essential to customers who provide 3rd party support to a large client base and with a tiered approach, similar to our Advanced/Enterprise support offerings.

   Opp if needed -https://rc.lightning.force.com/lightning/r/Opportunity/006Hr00001RNd3PIAT/view

   I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.

   This is essential to customers who provide 3rd party support to a large client base… more

   2 votes

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8. RingCX within India

   RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

   15 votes

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9. RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

   RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

   4 votes

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10. Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio

    Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    21 votes

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11. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

    Feature Request: We request that the RingCX Analytics system be enhanced to:

    Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
    Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
    Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
    Use Case:

    User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
    Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
    Benefits:

    Improves consistency in transcript availability across all supported channels in RingCX Analytics.
    Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
    Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
    Technical Considerations:

    Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
    Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
    Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
    Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

    Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

    Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.

    Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other… more

    6 votes

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12. RingCX Global Secondary Nodes

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying the groundwork for RingCX to be globally deployed is something I think I can help with.

    Today RingCentral Office can Federate https://support.ringcentral.com/article-v2/9415.html?brand=RC_US&product=RingCentral_MVP&language=en_US multiple UID’s making a larger unified system. Now it does have advantages and limitations. I have a technical proposal to leverage integrating RingCX into a Federated RCO global environment.

    Lets start with the idea of adding in our current infrastructure the ability to have the US based system configured as the Primary Node.
    The primary node will have the ability to connect to RCO API stream and operate as an API gateway that allows two way API stream between the RCO API and RingCX Primary>Secondary Nodes (this would be where Global MVP isn’t big enough to have a Federated set of UID’s)
    The Primary Node will have the ability to connect to multiple Federated RCO API streams. Then act as a gateway to RingCX secondary Nodes

    From there the creation of Secondary RingC Nodes will also support a failover API to connect to its actual paired RCO UID for “in Region/Country” fallback operation.

    Secondary RingCX Nodes will store and share meta data with Primary for use as a central Admin using Real-Time dashboards and one central reporting, while the Secondary RingCX node will maintain only its activity for GDPR.
    Secondary Nodes will have the ability to have agents programmed in Skills that exist on the Primary or other Secondary RingCX Nodes. This is critical to overcome any obstacles here as the request are to have agents anywhere answer any interaction if the agent is language proficient.

    Secondary Nodes will have a node identifier used within RingCX Admin and help in administration. Might be helpful where the secondary node is connected to a Federated RCO to show the UID and have a space for naming the node such as “rotterdam netherlands”

    Programming from the Primary Node allows for centralizing Skills etc, Programming from a Secondary Node only changes the local environment with the exception of add global agents to a local skill. Agents will need to be designated in the Primary Node as Multi Node Skilled.

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying… more

    19 votes

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13. RingCX Digital interactions routing out of order

    Digital interactions are routing out of date order.

    Actual behavior

    Older interactions will remain pending while newer interactions are routed, despite being from the same channel and digital queue.

    Expected behavior

    If interactions come in from the same channel and into the same digital queue and have the same priority, the expectation is that they would be routed in the order they are received.

    2 votes

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14. Native Integrated Virtual Agent (digital & voice)

    Intuitive and self service IVA setup

    8 votes

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15. RingCX Alerts Enhanced Functionality

    The current RingCX Admin Alerts would be even more powerful if they had the following enhancements

    *Condition to trigger once per occurrence or condition to trigger until event goes below level ____

    **In the Alert programming offering easy selection to add ANI detail for an abandoned call

    ***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction

    These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.

    7 votes

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16. sort supervisor view by team

    When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

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    5 votes

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17. RingCX Multi Channel Interaction Console “Live Interaction Management”

    RingCX Multi Channel Interaction Console “Live Interaction Management”

    It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.

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    18 votes

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18. Pass limits per 24 hours

    Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)

    Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key

    Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing

    Customers would like this feature as soon as possible, as it makes managing state specific regulations very easy to manage.

    Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)

    Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key

    Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing

    Customers would like this feature as soon as possible, as it makes… more

    3 votes

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19. CNAM for RingCX Parallel Dialing

    Current Behavior: When configuring Parallel dialing to display the DNIS as "Outbound Caller ID," the CNAM associated with the specific DNIS number does not appear on the receiving RingEX User's phone. Instead, the RingEX mailbox CNAM is displayed.

    Desired Improvement: It would be beneficial if the actual CNAM of the DNIS number were shown on the receiving RingEX User's phone.

    3 votes

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20. Feature Enhancement Request: Total Hours/Log-in Time on Campaign Level in Historical Reports

    Description:

    We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

    Use Case:
    The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the time spent on specific campaigns without requiring manual aggregation.

    Current Limitation:
    Daily Outbound Performance and other historical reports focus on agent-level data for hours/log-in time.
    There is currently no built-in functionality to automatically aggregate these hours at a campaign level within the historical reports.
    Manual edits of existing reports do not provide an option to calculate or display total hours on a campaign basis.
    Enhancement Request:
    We propose the addition of a new metric in the Historical Reports section that calculates and displays Total Hours/Log-in Time at the campaign level. Specifically:

    Add an Aggregated Field: Introduce a new field that sums the total log-in hours for all agents participating in a specific campaign.
    Customizable Time Ranges: Ensure this field is available for daily, weekly, and monthly views in both pre-built and custom reports.
    Compatibility with Existing Reports: This field should be integrated into key reports like Daily Outbound Performance and others that track campaign-based metrics, allowing customers to easily toggle between agent-level and campaign-level breakdowns.
    Dashboard Support: Provide options for this data to be visualized in dashboards, offering real-time campaign management insights.
    Impact:
    Improved reporting accuracy for customers managing multiple campaigns.
    Enhanced efficiency by removing the need for manual calculations and third-party tools.
    More granular resource allocation insights for optimizing workforce management based on campaign performance.
    Priority:
    This feature is critical for customers managing large-scale outbound campaigns who require detailed time tracking across different campaign types. It will help in optimizing campaign management and resource allocation

    Description:

    We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

    Use Case:
    The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the… more

    4 votes

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