137 results found

1. 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

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2. Feature Request: Report on Transferred Call Destinations in RingCX

   I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

   Use Case:
   One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

   Requested Feature:
   Report Type: Call Transfer Destination Report
   Details Required: The report should include the original inbound number, the transferred number, and the timestamp of the transfer.
   Purpose: To enable clients to analyze call transfer patterns, specifically to internal numbers, for better decision-making and resource allocation.
   Implementing this feature would add significant value to our platform and enhance the reporting capabilities that our clients rely on.

   Thank you for considering this request. Please let me know if you need any further details or clarifications.

   I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

   Use Case:
   One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

   Requested Feature:
   Report Type: Call Transfer Destination Report
   Details… more

   12 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.

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4. Ability to Disable RingCX button inside the Glip while keeping RingAgent

   Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.

   It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.

   8 votes

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5. Ability to park a RingCX call in a public location that can be picked up by RingCX or RingEX user

   Our call center agents need the ability to park a call in a public location (*8## assigned by system) so that they can be picked up by a RingEX user calling that parked location. This can be done in RingEX, but not RingCX. Often calls come into our call center using RingCX that cannot be transferred because the RingEX user is busy on another call and the caller wants to wait. We don't want the RingCX agent to be tied up with a call on hold waiting.

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6. RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page

   Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

   • Account + below

   or

   • Account w/o below
   • Agents + below
   • Campaigns + below
   • Phone Numbers + below
   • Utilities + below
   • Voice Inbound + below
   • Workflow + below

   This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While they can edit the settings on the portal, they cannot save any modifications.

   To avoid any future confusion, I would like to suggest we introduce a toggle within the roles and permissions that would allow to individually turn the access to the “Analytics” or “Admin” tiles off and remove them from an individual’s “Welcome Page”.

   Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

   • Account + below

   or

   • Account w/o below
   • Agents + below
   • Campaigns + below
   • Phone Numbers + below
   • Utilities + below
   • Voice Inbound + below
   • Workflow + below

   This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While… more

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   13 votes

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7. 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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8. 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

   2 votes

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9. 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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10. 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

    5 votes

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11. 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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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. RCX - ability to unhold manually the call when requeue/transfer is cancelled

    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 get the call and disconnect, the customer is automatically unhold with agent A.

    the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .

    10 votes

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14. 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.

    17 votes

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15. 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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16. RingCx for Hubspot - ability to customize data mapping for the call log fields

    Have the ability to customize the data mapping within Hubspot call log fields.

    1 vote

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17. RingCX integration with Hubspot - include agent name in the call log

    With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.

    1 vote

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18. RingCX SFDC Embeded Integration - Allow to relate calls in an order object in salesforce

    Currently, call logs in RingCX unable to relate to Order in SFDC

    steps:
    1. When clicking the "relate to" in rcx softphone.
    2. search an order and hit enter. No results found

    It would be nice to have this feature be added specially for companies that uses Orders in the salesforce.

    1 vote

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19. RingCX Agent Platform Hotkey Compatibility

    Allow for Agents to interact with RingCX calls with hotkeys.

    1 vote

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20. Reputation Management Integration

    Add an on platform phone number reputation management tool or add an integration that allows for this capability

    3 votes

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