143 results found

1. Support agent availability for Live Agent handover

   The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
   For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.

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2. Upgrade LumenVox ASR

   The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.

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3. RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   Summary:
   Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

   Description:
   Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

   Expected Behavior:
   When "RingCentral Phone" is selected as the voice connection and RingCentral App is Paired to a Deskphone, users should not be limited to using Deskphone as Media Endpoint. Agents should be able to manage call control on the Deskphone to:

   Perform call transfers
   Access standard call control features (hold, mute, transfer, etc.)
   Seamlessly interact with RingCX features, including voicemail routing

   Business Impact:
   This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling features within the RingCentral App.

   Use Case:
   RingCX Agents would like to utilize full call handling capabilities using deksphone buttons, including the ability to transfer calls, put callers on hold or mute. The current behavior results in failed transfers, hold reflecting possible audio issues and operational friction.

   Requested Enhancement:
   Enable full call control using Deskphone when "RingCentral Phone" is used as the voice connection in RingCX and RingCentral App is Paired to the Deskphone.

   RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   Summary:
   Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

   Description:
   Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

   Expected Behavior:
   When "RingCentral Phone" is selected as the voice… more

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