139 results found

1. Automatically set Queue Event Duration based on duration of single play audio file

   When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.

   5 votes

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2. Being able to change an agents status through the Real Time Dashboard

   We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

   21 votes

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3. Add a Holiday event on RingCX queues

   RingCX queues do not follow the holiday schedule set up under Voice>Account Settings>Holidays and consequently holidays need to be setup manually as a business hours overdrive which is a long and tedious process.
   Having a RingCX holiday queue event added under the queue's "queue events" menu that would follow the holidays setup under the account settings and allow admin to configure where to route the calls to if a holiday would be a tremendous setting addition and a total gain of time for admins.

   4 votes

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4. 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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5. Hide SFTP credentials in the RingCX Recording Delivery

   Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them

   7 votes

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6. 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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7. 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.

   15 votes

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8. Dial 911 On RingCX Agent Platform

   Ability to dial 911 or 988 on RingCX Agent platform

   5 votes

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9. 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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10. RingCX - More Detail on ACD Callback Unaccepted Metric

    If a caller requests a callback but doesn't confirm the caller ID, RingCX will not be able to process the callback request.
    This shows in RingCX Analytics as Callback Interactions Unaccepted (Call Result of Inbound ACD Queue Callback Incomplete). This definition would show that the system tried to initiate the callback but was not answered where as it was not actually triggered.
    Suggest to expand the Callback results to include more granular scenarios such as
    "Inbound ACD Callback Unconfirmed CallerID"
    "Inbound ACD Callback Duplicate Request"
    This will allow contact centres to have a significantly better understanding if they are accurately servicing their callback requests or why a callback may not have been initiated.
    There is a big difference to a callback being executed but not answered to not being executed due to a system or user error.

    If a caller requests a callback but doesn't confirm the caller ID, RingCX will not be able to process the callback request.
    This shows in RingCX Analytics as Callback Interactions Unaccepted (Call Result of Inbound ACD Queue Callback Incomplete). This definition would show that the system tried to initiate the callback but was not answered where as it was not actually triggered.
    Suggest to expand the Callback results to include more granular scenarios such as
    "Inbound ACD Callback Unconfirmed CallerID"
    "Inbound ACD Callback Duplicate Request"
    This will allow contact centres to have a significantly better understanding if they are accurately… more

    4 votes

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11. 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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12. 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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13. 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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14. 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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15. 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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16. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

    Use Case:
    A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

    This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

    Proposed Enhancement:

    Diagnostic Tools for Upload/Management Testing:

    Admin Panel Visibility:
    Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
    Detailed Error Logging:
    Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
    The specific lead IDs that failed to upload.
    The error type encountered (e.g., network failure, internal server error, missing data).
    The list or campaign where the failure occurred.
    Error Resolution Suggestions:
    Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
    Lead State Monitoring:

    Lead State Consistency Check:
    Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
    Lead Activity History:
    Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
    Automated Testing for Lead List Transfers:

    Pre-Transfer Validation:
    Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
    Post-Transfer Confirmation:
    After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
    API Enhancements:

    Lead Search and Fetch Enhancements:
    Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
    Enhanced API Feedback:
    When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
    Testing Environment for RingCentral Tech Support:

    Sandbox for Lead Management:
    Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
    Automated Monitoring and Alerting:

    Real-Time Monitoring:
    Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
    Customizable Alerts:
    Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
    Benefits:

    Increased visibility and control over lead uploads and transfers.
    Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
    Enhanced troubleshooting and faster resolution for technical support teams.
    Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
    Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
    This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

    7 votes

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17. 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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18. 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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19. 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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20. 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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