230 results found

1. Ability to Set Skill Weight/Proficiency

   Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:

   • Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
   • Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
   • Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).

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2. Ability to Block Incoming International Calls by Country or Area Code in RingCX

   Description:
   We would like to request a feature in RingCX that allows administrators to block incoming calls based on country or area code, rather than manually adding individual numbers.

   Current Behavior:
   At present, the only available method to block unwanted calls is through Blocked ANI, which requires manually entering each phone number. This approach is not scalable, especially when dealing with high volumes of international spam or unwanted calls from multiple numbers within the same country or region.

   Requested Enhancement:
   Introduce a configuration option within RingCX (e.g., under Channels > Blocked ANI) that allows:

   Blocking calls by country code (e.g., +44, +91, etc.)

   Blocking calls by area code or number prefix

   Option to allow/deny lists based on geographic regions

   Business Impact:
   This feature would significantly improve operational efficiency by reducing manual effort, minimizing exposure to spam or fraudulent international calls, and enhancing overall call management and security.

   Use Case:
   Customers receiving a high volume of unwanted international calls would be able to proactively block entire regions instead of maintaining large and constantly changing lists of individual numbers.

   Additional Notes:
   This capability would align with common telephony controls and provide greater flexibility and scalability for contact center administrators.

   Description:
   We would like to request a feature in RingCX that allows administrators to block incoming calls based on country or area code, rather than manually adding individual numbers.

   Current Behavior:
   At present, the only available method to block unwanted calls is through Blocked ANI, which requires manually entering each phone number. This approach is not scalable, especially when dealing with high volumes of international spam or unwanted calls from multiple numbers within the same country or region.

   Requested Enhancement:
   Introduce a configuration option within RingCX (e.g., under Channels > Blocked ANI) that allows:

   Blocking calls by country code (e.g.,… more

   2 votes

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3. generate number of call on each direct number of call queue

   on the call queue, we have 2 direct numbers, we want to generate a report like how many number of calls came in on each of those direct number, because only option here is for the whole call queue.

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4. requeue

   Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.

   8 votes

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5. Add "call is being recorded" disclaimer for Inbound Queue call back

   Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent

   5 votes

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6. importing work flow from one ringcentral account to another

   The customer requested that there must be an option to copy the template from his existing workflow from one RingCentral account to another. So they could save more time when creating a workflow.

   3 votes

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7. Enable DNIS notifications for numbers routed through RingCX Workflows

   Enable DNIS notifications for numbers routed through RingCX Workflows

   The customer is requesting the ability to configure missed call notifications specifically for their RingCX inbound traffic.

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8. Inbound Queue Callback - option to record caller's name

   Add the ability to have the caller requesting a callback record their name.

   This is needed for customers that may not have a direct phone number, and only a main company phone number.

   Issue:
   When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they may never get their call returned.

   Add the ability to have the caller requesting a callback record their name.

   This is needed for customers that may not have a direct phone number, and only a main company phone number.

   Issue:
   When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they… more

   17 votes

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9. Simultaneous Ring option for Call Queues/Skill

   It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

   • Provide the possibility of a shorter wait time for callers
   • Avoid caller abandons
   • Help in user data analyzation on who picks up the most/least calls

   19 votes

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10. RingCX callback in queue

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
    Action:
    Identify the full script of your callback message.
    Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
    In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
    Locate the callback event and upload your new, unified audio file.
    2. Enhance Text-to-Speech Naturalness:

    If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

    Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

    Action:
    Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
    Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
    Test out any newer TTS options to see if they offer a more natural sound.
    Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

    Action:
    Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
    This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
    Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

    Action:
    Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
    In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
    Steps to Implement Changes in RingCX:

    Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
    Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
    Review Queue Events: Click "Queue Events" in the left navigation panel.
    Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
    Update Audio/TTS:
    If using a custom audio file for the entire message: Upload your new audio file in the designated section.
    If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
    Important Considerations:

    Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
    Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
    Documentation: Keep a record of the changes you make for future reference.
    By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

    13 votes

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11. Add time based variable to holiday configuration

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In order to accomplish this today, a customer needs to create a holiday for Oct 1 and then in the Workflow editor, add multiple schedule nodes to first route based on the date of Oct 1 and then based on the time of day.

    The existing process is not scalable for a large organization and is not manageable if changes are needed to be made in many IVR workflows.

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In… more

    64 votes

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12. Incoming CNAM for Canada

    Incoming caller ID within Canada only shows phone number and location but not caller name (CNAM) it would be good to have the CNAM displayed.

    2 votes

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13. Configurable UI Header for Incoming Calls in SPOG

    We have an opportunity to improve agent efficiency for bilingual (or other) accounts by reconfiguring the call-display hierarchy. Currently, the Caller ID dominates the interface, but for this client, the 'To:' field (Language Indicator) is the higher-priority data point. I propose we allow for a dynamic display toggle that allows the customer to elevate the 'To:' title to the primary position, ensuring agents can instantly identify the required language before even answering the call.

    •  

    1 vote

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14. ability to create a temporary greeting without changing the workflow

    It would be helpful for our customers to have an option to setup a temporary greeting without creating a new workflow or adjusting their current workflow.

    1 vote

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15. Optimise "Route to Last Agent" (LCA) for Reduced Wait Times

    Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

    Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

    Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should immediately fall back to routing the call to any other suitable agent based on standard queue logic (such as Longest Idle Time or skills-based routing). This change would ensure calls are handled more quickly, significantly reducing wait times and consequently improving the Net Promoter Score.

    Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

    Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

    Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should… more

    8 votes

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16. The ability modify queue events in RingCx priority in a single queue event.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send it over to the workflow but I cannot do the same when the queue is closed or no agents are available.

    My work around is to send the queue to another separate queue just be able to separate the behaviors.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send… more

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    6 votes

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17. Add Priority event to requeue calls when agents are busy/unavailble but connected to the queue

    Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

    Expected behavior:
    If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

    We used the Max Queued Calls and tried setting it to 1 but if agents are busy with calls, we allow the first new caller to enter the queue and wait for the next available agent. Following calls will be requeued as expected but not the first one

    For more context see case 29665410

    Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

    Expected behavior:
    If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

    We used the Max Queued Calls and tried setting it to 1 but if agents… more

    2 votes

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18. Max allowance by queue to allow omni-channel management without affecting chat availability

    Problem:
    With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.

    The feature request:
    Allow an option to manage multiple queues with different max interaction allowances e.g. web messaging queues 3 max interactions, email channel queues 5 max interactions.

    Why it matters:
    This ensures that the chat availability feature which helps to maintain our tight chat SLA's is not hindered when agents are also on email channels, as the chat availability feature goes on a queue level.

    Problem:
    With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.

    The feature request:
    Allow an option to manage multiple queues with different max interaction allowances e.g. web… more

    1 vote

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19. Call Parking in RingCX

    Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability to have a longer queue hold time and was told we had to use the CX. We just switched and are still trying to get the CX implemented.

    Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability… more

    19 votes

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20. Provide the option to associate post-call feedback directly with the individual agent.

    To have an option to link the post-call survey to the agent that was handling the call.

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