91 results found
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Timeout codes for Web Services and WWW Nodes
When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.
2 votes -
Access to web service responses for agent scripting
Currently there is no way to get return data out of a web service to be used in an agent script.
2 votes -
RingCentral Office Call Deflection into Engage Digital
The request is for RingEX IVR/call queue standalone to have the native ability to configure deflection into RingCX whatsapp/FB messenger/via SMS. For Example, in the IVR configuration, press 2 to receive an SMS with the whatsapp/FB Messenger link to start a digital conversation with agents.
5 votes -
Add info about customer message nature in API and log
The ask is to add 'GET content API' in order to be able to differentiate in message sent by the customer if the answer happens from a click on a structured message or from writing the answer on the keyboard.
3 votes -
2 votes
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Check Queue Status Nodes
The ability to check queue status (available agents, number of calls waiting, average wait time, etc) from the IVR will help greatly in some of the routing scenarios customers have.
2 votes -
Allow More Dialing Options for Outbound
The RingCX approach to outbound dialing is unique to the industry. There is a lot of value in this style of dialing (dial groups with campaigns, with only one dial group dialing at a time for an agent), but there are multiple markets with the style of dialing (example being insurance) that would allow agents to be a part of multiple campaigns across dial groups, support skills based routing (like on ACD), and take into account agent rank would also be helpful.
5 votes -
Track number destination search
Within the "track numbers" section of the RingCX platform, we have the ability to ring multiple destinations in parallel or sequential. This is a great tool, since there isn't a 'technology cap,' limiting the amount of destinations can be run simultaneously. However, from a management perspective, there is little ability to search/filter on the assigned number destinations. For customers who wish to use both RingCX as well as RingEX features, having the ability to use the track number feature for high volume 'ring groups' would be advantageous. One example would be when a customer hits the ring-group limitation of RingEX.
4 votes -
RingCX account creation automation + Import/Export Functionality
The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.
3 votes -
CNAME identifier when transfer call from EV to RC Office
We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the…
3 votes -
Conditional Queue Events - Engage Voice
The 'modular' nature of Engage Voice is helpful. However, with this design, some feature-sets of one routing component are not found in others. Having a if/and feature enhancement to inbound queue events would bridge this gap. Example: Play audio file 'A' for normal conditions. If wait time is 'x' then play audio file 'B'. This idea could be expanded to any queue event type.
2 votes
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