466 results found

1. Include Name & Number in Caller ID

   Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.

   24 votes

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2. Missed Message Alert Customization

   Currently in RingCX, when agents miss accepting a new message, they receive a pop up that says "A pending message timed out before you were able to accept. You will not be presented new messages unless you confirm that you can take them." There are two options that the agent can select from, either "No new messages" or "Accept new messages". We understand why that pop-up and options are necessary but it would be nice if there were some customizable options for this feature. It may be helpful to remove that message entirely because if an agent is actively looking at the RingCX screen (if they're on a supervisor call or something similar), she/he won't know to choose one of the two options available. If that is not possible, it may be helpful to configure the system to automatically log the agent out of the platform if they miss a message.

   Currently in RingCX, when agents miss accepting a new message, they receive a pop up that says "A pending message timed out before you were able to accept. You will not be presented new messages unless you confirm that you can take them." There are two options that the agent can select from, either "No new messages" or "Accept new messages". We understand why that pop-up and options are necessary but it would be nice if there were some customizable options for this feature. It may be helpful to remove that message entirely because if an agent is actively looking… more

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3. RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

   RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

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4. Provide an API that reports on how many agents are available within a call queue.

   Provide an API that reports on how many agents are available within a call queue. This can then be used to make a routing decision before sending the call to a particuar queue.

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5. sort supervisor view by team

   When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

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6. Ability to do Screen Recording / Standalone Screen Recording

   Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

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7. RingCX Report For Total Number Of Available Time For Not Receiving Calls

   Customer wanted to generate a report that shows Total Number of Available Time for Not Receiving Calls or No Call in Queue for each agent for the whole account in RingCX

   3 votes

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8. Add RC Agent Extension field to RCX Webhooks

   Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.

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9. RCX - ability to disconnect the 3rd party when using transfer or requeue

   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 have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

   the main request here is to let the initial party disconnect the 3rd party (agent A can disconnect agent B if it's a consultative requeue or transfer)

   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 have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

   the main request here is to let the initial party disconnect the 3rd party… more

   7 votes

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10. text-to-speech feature for the disabled

    Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to use a keyboard or mouse.- It can provide more options and flexibility for people who have cognitive disabilities that affect their memory, attention, or comprehension. By adding TTS to the Engage phone system, we can offer our disabled employees and customers a better and more accessible service.

    Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to… more

    46 votes

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11. Queue Answered seconds rate in RingCx Historical report

    Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one

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    9 votes

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12. 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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13. 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.

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14. Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without being sent to voicemail.
    Observed Behavior:
    For direct transfers, calls are not returned to the queue or handled through alternative routing.
    Instead, these calls are sent to voicemail if unanswered by the recipient agent.
    Root Cause Analysis: The logic for voicemail handling in direct transfer scenarios does not honor the global "Enable Voicemail on Transfer" setting, leading to an unintended fallback to voicemail.
    Proposed Technical Solution:

    Routing Logic Update: Modify the direct transfer handling logic to ensure that the "Enable Voicemail on Transfer" setting is applied uniformly across all transfer types, including direct transfers.
    Behavioral Adjustments:
    When "Enable Voicemail on Transfer" is disabled:
    Calls should continue ringing until disconnected by the caller.
    Optionally, a configurable timeout should allow redirection to a queue, group, or fallback destination if unanswered.
    When "Enable Voicemail on Transfer" is enabled, maintain the current behavior of routing to voicemail if unanswered.
    Configuration Dependency: Ensure the behavior respects existing fallback and routing configurations defined in the admin portal, such as overflow and no-answer handling settings.
    Technical Benefits:

    Consistency: Aligns direct transfer behavior with system-wide voicemail configuration settings.
    Flexibility: Enables admins to manage call flows more effectively and reduce voicemail dependency.
    Customer Satisfaction: Resolves confusion and frustration caused by perceived configuration discrepancies.
    Implementation Considerations:

    Backward Compatibility: Ensure that the proposed changes do not disrupt existing configurations or workflows for users relying on current behavior.
    Testing Requirements: Perform extensive QA testing for various transfer scenarios (e.g., direct transfers, blind transfers, attended transfers) to confirm expected behavior across all cases.
    Performance Impact: Evaluate any potential latency introduced by new routing logic, especially in high-volume environments.

    Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without… more

    2 votes

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15. ADD A LEFT VOICEMAIL OPTION TO STATUS WHEN CALL ENDS

    ADD A LEFT VOICEMAIL OPTION TO THE STATUS QUE WHEN A CALL ENDS

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16. Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard

    Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which users are currently associated with specific skills or queues.

    Queue Activity Monitoring:

    Visualizes real-time call volumes for specific skills or queues, including calls currently waiting in queue, maximum wait times, and SLA breaches.
    Presents queue statistics, such as active agents, occupied vs. available agents, and average handling time (AHT) for the queue.

    Queue Intervention (Call Grab) Capability:

    Supervisors or agents with permissions can manually grab calls from specific queues to handle high-priority or time-sensitive interactions.
    This feature would prevent SLA breaches and improve overall customer service efficiency.

    Custom Alerting and Notification Mechanism:

    Triggers alerts when certain thresholds are reached (e.g., queue wait time exceeds X seconds, SLA at risk).
    Real-time notifications for critical states such as when no agents are available or calls have exceeded a set maximum wait time.

    Use Cases:
    Supervisors need real-time insight into agent availability and queue status to allocate resources efficiently during high call volume periods.
    Agents with permissions can directly intervene and grab calls from queues to assist during emergencies or high SLA risk situations.
    Queue alerts help prevent SLA breaches by alerting supervisors when intervention is needed.

    Expected Business Impact:
    Reduced SLA breaches by empowering agents and supervisors with real-time queue insights and manual intervention capabilities.
    Improved customer experience with faster response times and dynamic queue management.
    Operational efficiency gains by consolidating multiple monitoring and action interfaces into one streamlined dashboard.

    Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which… more

    3 votes

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17. 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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18. Option to choose the caller ID Name when making an outbound call using RingCX

    The customer would like a solution wherein they have the option to choose the caller ID Name when making an outbound call using RingCX. As per default, the only caller ID that appears is the phone number which cannot be modified by a specific name.

    2 votes

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19. Status change

    When in call back mode, let us stay in that mode after call is complete so we can continue calling more customers back instead of going right to available. Let the CXR's change to available manually.
    Also let us change status easier rather than having to due it during a call.

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20. Add wrap up time for RingCX auto-dialer calls (Campaign)

    Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).

    Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.

    3 votes

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