144 results found
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To be able to see callback-await-queue other than just queued after enabling FiFO.
Under their stats it shows "In Queue" and this is where they were seeing the total amount of calls in queue including call backs but now since enabling FiFO it shows them the total of "queued" calls only, not the total of call backs waiting (callback-await-queue) and "queued" calls. Is there a way to change this? They can certainly see the total under "active" but under active it also includes the calls that agents are currently actively on, making it hard to gauge pending volume.
In the example below, the "In Queue" says 1 but when you actually look into…
2 votes -
Resume Chat Session to Original Technician After Client Inactivity
Request for functionality that allows chat sessions, reinitiated by a client after inactivity, to be reassigned to the original technician instead of being routed back to the queue for random reassignment.
1 vote -
Date Time node in Workflow Studio should default to the same timezone as the account
When adding a new Date Time node in the Workflow Studio, the timezone defaults to Eastern Standard Time. This is unexpected.
Expected behavior would be for the Date Time node to use the same Timezone that is set in Account settings.
3 votes -
Sort Call Back Feature based on Caller's Timezone Requested
Customer requested that when their clients call in and are given the option to request a call back, they need these requests sorted by timezone so the agents only call people during working hours in their respective timezone.
5 votes -
RingCX Create workflow
Ringcx
When creating workflow and costumer like to merge a new created or exciting workflow ,the would like to have to option to merge with other flow
As for now this option is not available2 votes -
Add function for Container Node to import workflow
option for Container Node that allow as to import workflow so that when creating workflow and like to merge a new created or exciting workflow ,the would like to have to option to merge/connect with other flow. As for now this option is not available as function of the Container Node.
1 vote -
RCX | Press pound (#) Message
The ability to add an automated message to press the pound key (#) when the their callers are routing to a Callback IVR since this is a system message there is no option to add this automatically. The customer needs to manually add it to the greeting.
1 vote -
Automate Chat Queue Availability Based on Business Hours
Problem:
Agents must manually log in/out and select/deselect the chat queue to control availability. This creates inefficiency, increases the risk of error, and disrupts their voice queue workflow.Solution / Feature Request:
Add an automated scheduling option for chat queues, similar to voice business hours, that allows:Routing chat messages only during defined business hours (e.g., Mon–Fri, 7 a.m.–5 p.m.).
Holding messages sent outside these hours (weekends, after-hours) until business hours resume.
Eliminating the need for agents to manually adjust chat queue selection.
Impact:
Ensures customer messages are handled promptly and consistently.
Reduces agent workload and login complexity.
Prevents disruption…
1 vote -
Outbound Call Prefix feature for Call Queues.
When a call from a Call Queue connects to a user extension and is then forwarded to a mobile number, the prefix would allow the recipient to easily identify that the call originated from the Call Queue.
0 votes -
Make Phone Numbers Assigned to RingCX Voice Queues Searchable When Making or Transferring Calls
The customer requests that phone numbers assigned to RingCX voice queues be searchable by queue name in the corporate directory. This would allow agents to easily find and select the appropriate queue when making or transferring calls, instead of manually entering the number.
2 votes -
Auto-populate the Disposition name to the Subject in Email templates for call disposition
Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.
This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
Add Voicemail Transcription for Contact Center
Currently there is no voicemail transcription offered in RingCX like we are provided with RingEX. This would be a massive time saver for high volume Contact Centers.
12 votes -
Simplify Holiday Scheduling
Would like to be able to shift their queue schedules in a week to the next day when there is a holiday. Have already looked into business hours override, but would like a more simplified approach.
2 votes -
RingCX Additional Call Events
In RingCX, create additional call events in which When a missed call occurs or When a callback is initiated or completed, the system will send automated emails to a specified recipient or distribution list based on these triggers.
2 votes -
Call queue extension and Phone numbers must also display in the RingCX Corporate directory
When searching the Phonebook directory in RingCX, both the queue extension and the associated phone number should be displayed—even if the number is directly linked to the RingEX Call Queue group extension. The customer requests that the RingCX directory experience mirror the behavior and data visibility currently provided in the RingEX directory.
Current Behavior:
In RingCX, when users search the Phonebook directory, only the call queue name and extension are displayed. The associated phone number is not shown, even if one exists.Expected Behavior:
While using the keypad in the RingCX app, as users begin typing a queue name, the…2 votes -
Improved alert system if no agent connected
Currently the brick positioned on the WF is based on the group ID to check if agents are connected when receiving a request, otherwise it should be configured the ID of agents with the competence corresponding to the request
For a shared team in which all employees do not take into account all customers, if an employee is connected but does not have the skills on an incoming request, no alert is issued because it is based on the group ID and therefore the entire team3 votes -
RingCX Voice Skill "Play Hold Time" Feature Enhancement Request
Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…
6 votes -
Queue Event Number+Extension Transfers
Queue Events, Business Hours, and Business Hour overrides all allow calls to be transferred. These transfers rely on DID transfers with 10 digit phone numbers being used. We have a large number of call queues set up on RingEX that do not have a DID assigned, and we do not want DIDs on those call queues. Today, we are unable to transfer calls from a RingCX queue back to a RingEX extension without the use of a workflow. We'd like RingCX to support call transfers to a phone number + extension. Example: Queue Event DTMF key press 1 would perform…
1 vote -
Callback & Voicemail Module Contact Routing
When a caller is in the process of requesting a callback or leaving a voicemail, and an agent becomes available, the caller is left in those modules/processes instead of being routed to the agent that became available. Please add an option on a queue that controls what happens when a caller is requesting a callback or leaving a voicemail, so the queue can either be configured to:
1) Leave the caller to continue with their original operation of requesting a callback or leaving a voicemail.
2) Abort the original option of requesting a callback or leaving a voicemail, and route…1 vote -
Improve the functionality of scheduled callbacks
Currently a scheduled callback is triggered regardless of whether an employee is available or not.
Example : Callback scheduled by a user at 4pm, all employees are online at this time, but the call is still triggered at the specified time, and the user is waiting on the queue.
This will improve the User Experience on this callback feature3 votes
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