217 results found
-
Allow Route Node in Workflow Studio to send call to another Workflow
The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.
2 votes -
Add Data Builder node to Workflow Studio
Agent Script studio has a Data Builder node to create look up tables. This node would be very useful in Workflow Studio for things like looking up a State by Area Code from the caller's ANI. Can be used in Insurance or Real Estate verticals where callers need to get connected to agents licensed in a particular state.
2 votes -
Scheduled timed callbacks should be incorporated into an outbound campaign for an entire team, not scheduled for a specific agent.
If you use a disposition for a scheduled callback, this will be assigned to a specific agent who must check their "Callbacks" throughout the day. This is not as productive as having these scheduled callbacks populate into an outbound campaign, so that they are integrated into the blended voice workflow.
1 vote -
RingCX Queue Event- Alarm Notification "send to device"
It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…
8 votes -
Direct agent routing / prefered agent
We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.
Use case : account manager would be the prefered agent based on the customer who call.
At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature…6 votes -
Call Queue Overflow
It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.4 votes -
Skills Based Routing in RingCX Analytics
Customers who are leveraging skills based routing would want to be able to report on that within the RingCX Analytics Historical Reporting, to report on how calls are being distributed.
2 votes -
Customer Profiles syncing over after being filled out
Once we fill out the customer's profile information, can we get it to where the next time the customer calls, it shows their name instead of the phone number they are calling from.
1 vote -
Add Branch Node to Workflow Studio
Agent Script Studio has a Branch Node to implement if-then-else or switch logic without writing JavaScript code. This would be a very useful Node to have in Workflow Studio
1 vote -
Answer mangement
Customer would like ability for agents to remain offhook but still be presented pop up for "answer/decline" call on inbound calls. There appears to be no current way to configure this scenario.
1 vote -
TTA acceptance time
Customer would like TTA on inbound calls connecting to agents to follow "max accept" time set on queue and not length of "agent whisper" audio file.
1 vote -
inactivate worklfow
Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.
Customer is seeking the ability to deactivate workflows/IVRs themselves.
1 vote -
2 votes
-
Custom tokens in Voice Queue External App URL
Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.
Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.
This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.
2 votes -
Restrict Tags based on selected Disposition
Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.
1 vote -
Track incoming call from qr code
Track incoming calls to check if they are coming from QR code
3 votes -
Ability to set holidays without JavaScript
There is no way to set holidays in a schedule without adding JavaScript code to an IVR to check if the queue is closed. This code needs to be manually added to each IVR and if there's a change in holiday date (like Thanksgiving), someone has to manually edit code on each and every IVR for each calendar year. This will lead to errors and extra overhead in managing the system.
5 votes -
Add ability to label IVR Studio nodes
Add the ability to label IVR Studio widgets so it's not the NodeID. Current limitation is if you change NodeID value: no spaced allowed and only 9 characters display. Including labels will make complex scripts easier to understand since there won't be the need to edit them to understand the use.
3 votes -
No option to cancel/undo in Studio Editor Tool
Missing options for the IVR or Script Studio editor to cancel or undo an action. The UI only presents Save & Close when editing an element and Save for the overall Studio tool.
3 votes -
Correct inconsistent experiences in Agent Scripting Editor
Several areas of the agent scripting editor are not consistent with the UI of IVR scripting. Editing properties of a widget window, widget naming, JavaScript editor window, etc.
2 votes
.png){kind=link}
- Don't see your idea?