63 results found
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To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX
To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX.
Currently if the user profile in RingCX is synched with RingEX extension, if we disable the "Allow Login" option in RingCX and keep the RingEX extension it is reverting back to enabled.
We need to make sure that although the RingEX extension is active, if the Allow Login is disabled in RingCX it should remain disabled until it is manually changed by the admin.
1 vote -
Ability to connect multiple RingEX to a single RingCX instance
Reasoning - The tenanting / sub account feature of RingCX allows us to bring together multiple customers onto a single RingCX, however there is a limitation with extending this to multiple customers as the ratio of EX to CX is 1:1. If there was the ability to attach multiple RingEX then we could offer a centralised CX service with each repair shop retaining autonomy of their RingEX platform.
Benefit - Reduced PS costs, time to delivery, we can simply add users to an existing tenant, rather than needing new instances to be spun up & need project management etc.
Opportunity…
2 votes -
RingCX Click to Dial - Chrome Ext
Customer would like to be able to click to dial from RingCX within their contacts inside their CRM, Clio Grow. They do work in Clio Grow within their web browser, not an application. They want to accelerate time it takes to dial out, but cannot do any type of auto dialer / lead lists for legal reasons. In addition, most of the time these are calls for specific contacts aligned to agents, so it would not make sense to have to fetch leads.Having this feature would provide ease of use, and drive efficiency of agents.
3 votes -
RingCentral engage voice analytics
Wanted to have an option in analytics historical report to select or filter the report with campaign.
1 vote -
Agent Schedules
Customer mentioned this is something Vonage has:While in supervisor console, we have the force logout feature. Looking to have the ability to set agent schedules to automatically log them out when their shift is over.
3 votes -
Ease of use when customizing Historical Reports
Some reports have 20+ columns and many may not be relevant. There should be a way to select which columns are needed in the resulting display of the prebuilt report without forcing the user to clone the report, edit and then run it to just see only the data they need
2 votes -
Add ability to export Real-time dashboards
In the Analytics section of RingCX, you are able to export all dashboards/reports other than "Realtime Dashboards." It would be more consistent to be able to export everything
2 votes -
Option to remove RNA state
Would like to have the option to disable RNA state for all agents
10 votes -
cu wants a feature that can trigger vm of the cellphone they are calling
cu wants a feature that can trigger vm of the cellphone they are calling.they are using engage voice to do an outbound calls and calling cellphone numbers, they want a feature that if the cellphone was not answered it will trigger the vm of the cellphone being dialed. already explained that its a setting of the cellphone carrier. cu is insisting other service provider like genesis can do that. they want a similar feature.• Customer name: Madelyn Harris
• Account Name: Indiana Partnership 211 Main1 vote -
Need DNIS changes added to the Audit Log
Please add DNIS changes to the audit log so we can see when a DNIS was changed, by whom, and what the change was.
1 vote -
7 votes
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Distinguish Look of AWS 80 from AWS 82
Would be nice to be able to distinguish from these two servers. When you have to use both, it can get confusing. Something so small as changing the color of the blue bar on the left would suffice. Make it orange?
1 vote -
Would be better if the system does have a way to prevent calls that are intended for the previous owner of the number.
New sign-up but kept receiving calls looking for the old company
1 vote -
Folder mode configuration enhancement
Request from customer account team below:Product limitation at hand is that when we configure all queries needed within one folder to show the appropriate interventions, all SOLVED interventions remain in said folder -Customer NEED:-to be able to view NEW, Assigned, and all corresponding replies on open interventions, but have solved interventions refiled into the solved/history folder – these should NOT be shown within their main inbox -ASK:-Extend system functionality to allow for additional folder queries simultaneously on interventions. Such queries should include but not limited to:-NEW/Unassigned-OPEN-ACTIVE/ASSIGNED -allow functionality in which replies on previously solved cases move back to NEW status…
2 votes -
Option on Admin UI to extend agents auto disposition timeout
Currently if you select the option auto disposition on time out within a disposition , you can only select one time frame for that option. What we need is an option for the admin to extend the disposition time out with a button on the admin ui .This would allow the admin to extend the time the agent has to input the correct disposition,
3 votes -
O@H Omnichannel Options
Having omni channel options would be very helpful for O@H customers.
7 votes -
Set of RingCX inbound ports to be minimized
RingCX requires many ingress firewall ports to be opened.
4 votes -
Embed RCCC Agent into ED User Interface & combine the logic of the systems to present one common user interface
One common rejection for pitching ED alongside RCCC is that it provides two agent interfaces & therefore not one common UI for the agent.Given ED is web based & RCCC (NIC) has agent interface APIs, can we explore presenting the agent interface of RCCC into Engage Digital & then work further to see if the busy status can be married between the two platforms.Engage Omni is still a long way from being available in EMEA.
6 votes -
Pulse: Get Pulse for Engage (Digital / Voice / Omni)
Extend "Pulse" to all Contact Center solutions.
3 votes -
Launch Button via IVR Designer within Engage Voice
The ability to have a button for agents to click before a call is engaged to allow them to initiate an IVR script. For example, if an agent would like to change their recorded greeting that would be played automatically when an incoming call were to arrive.
4 votes
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