37 results found
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Dedicated phone number or menu option for CX partner support
You need either a dedicated phone number, or menu option to get to RingCX support.
It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.
9 votes -
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.
3 votes -
RingCX agents should be able to place outbound calls to a RingEX agent's extension without being on the other line
RingCX agents should be able to place outbound calls to a RingEX agent without having to type their full phone number.
Currently the RingCX agents are unable to place outbound calls to RingEX extensions/names of RingEX agents unless there is a customer on hold to be transferred. The only way is typing out the full phone number of the RingEX agent or Hunt group you have assigned with-in the company3 votes -
RCX - Incoming Call, pops up in front of all the applications
Hi Team,
My client is asking if we have a way for the RingCX to pop-up in front of all the windows open on their screen/monitor in order for them to be notified that there is a new incoming call.
Currently, they understood that their agents need to put their headsets on so they can hear the ring for a new incoming call(as they are doing manual accept call).
i did also advise them to organize their screen window so that the rcx phone tool is always showing somewhere in their screen/monitor. However, their agent cannot always regularly checkthe chrome…
27 votes -
Instantly flagged for token renewal
The request is to instantly flag the need for token renewal. When a platform such as Instagram, Facebook does some update, the RingCX connected to it may be flagged of changes possible renewing the token from RingCX end.
2 votes -
PC Ring Behavior in CX with Headsets
Allow calls to audibly ring on the PC even when a headset is connected, similar to how this works in RingEX.
2 votes -
Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call
Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call. Typlically, this would be an CRM that pulls the data rather than RCX that pushes it.
3 votes -
Adjustable Metrics in RingCX Analytics
Currently, metrics run on unclear definitions that make it challenging to know if what you're looking to report on is reflecting in the data referenced.
For instance, upon first glance at an Agent Conduct report, it looks like Avg Talk Time is the Talk Time divided by Agent Assigned vs "the average time customers spend on the phone connected to an agent or IVR. per call segment" (as defined by the glossary).
Customer should be able to change what data is referenced and have it show something like Talk Time divided by Agent Connected (excluding time in IVRs).
1 vote -
Option to change username on RingCX
Option to change username on the RingCX
2 votes -
Ability to transfer to a RingEX extension in RingCX Single Pane of Glass
We would like to have the ability to transfer to a RingEX extension from RingCX SPOG
1 vote -
RingCX audio
Recommending the implementation of an audio settings feature in RingCX for the wired headsets to enhance the overall user experience and provide greater customization options for users. Ability to adjust audio settings such as press-to-call on the wired headset to work on RingCX.
12 votes -
RingCX Analytics Custom Historical Report Metrics in Column Limitation
Currently, The RingCX Analytics Custom Historical Report Metrics in Column is limited to only 40. Requesting this to be more that 40.
1 vote -
RCX - user level call forward to external number
RCX - the ability to forward calls to the external numbers on a user level like what we have in MVP
2 votes -
DIAL PAD FOR CX
HAVING A FLOATING DIAL PAD FOR CX SOFT PHONE WOULD BE VERY HELPFUL OR OUTBOUND CALL CENTERS
1 vote -
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.
3 votes -
RingCX | Customer is requesting to have a feature to make an outbound call while users are engaged
The customer is requesting a feature that allows users to make an outbound call while they are engaged on another call.
Currently, as a workaround, users place the original call on hold, click the transfer button, and select the "Stay on Call" checkbox to consult. Afterward, they unhold the call to return to the original caller.
While this method works, there are potential risks — agents might accidentally conference the call with the other party or forget to check the "Stay on Call" box, inadvertently performing a cold transfer.
1 vote -
able to test volume
there should be a sound setting section where you can test your input and output to make sure users will be able to hear you correctly
1 voteAlready Exists ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
This feature exists within RingCX/REX Single Pane of Glass
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RingCX Custom call routing on IVR for a specific date
This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.
This is a similar feature to custom rules in RingEX platform.
13 votes -
RingCX Browser cannot be configured to split audio speech path and audio notification between headset and other audio device
Problem:
Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to headset. This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls.
Proposed Solution:
Audio Output Configuration:…
2 votes -
Ability to add links and images in the email signature.
Have the RingCX the ability to add links and images in the email signature to really make it customization and professional
1 voteThis already exists. In Admin > Agents > Digital signatures, it's possible to use HTML
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