113 results found

1. Allow for Larger Agent Debug Files to be Requested

   Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.

   If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.

   3 votes

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2. Dial 911 On RingCX Agent Platform

   Ability to dial 911 or 988 on RingCX Agent platform

   6 votes

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3. Voicemail Notification Emails for Voice Queues with Text Transcripts

   Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

   16 votes

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4. RingCX Add Bulk Disposition

   Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time

   4 votes

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5. Delay in the event after "Single Play Audio"

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   Expected behavior
   There is no delay after the end of playing 2 files.

   Adding additional details:
   Discussed with architects. From a product perception this is a bug, for sure, as it's not expected by customer to get delays between queue events. But at the same time, this is behavior is due to current architecture limitations.

   Can we consider this as a feature request to meet the customer's expectation?

   There should be no delay after the end of playing 2 files.

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   … more

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   18 votes

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6. RCX Must Use CallerID Name Configured in REX

   Use a CCRN number as Caller ID when RingCX agent do a consultation call to RingEX agent

   3 votes

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7. Impersonated admin showing incorrectly in the audit trail

   We need an update to the Audit Trail.

   Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

   In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

   15 votes

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8. 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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9. 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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10. 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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11. 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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12. 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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13. 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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14. 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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15. 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.

    3 votes

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16. 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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17. 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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18. 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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19. 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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20. 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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