178 results found
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Paging in RCX
Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.
6 votes -
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).
17 votes -
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.,…
2 votes -
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.
1 vote -
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 -
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 -
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.
1 vote -
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 calls19 votes -
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:- Unify and Improve Voice Consistency:
Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is…
13 votes -
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 -
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 -
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 -
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…
8 votes -
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…
6 votes -
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 queueWe used the Max Queued Calls and tried setting it to 1 but if agents…
2 votes -
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…1 vote -
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.
1 vote -
Allow Callback Requests to Include Country Code
Requesting a feature that enables or requires clients to input their full phone number including the country code when requesting a callback.
Business Need:
Many global businesses use call forwarding (e.g., +1) to route calls to different tenants or regions. Currently, the callback form or IVR flow only accepts local numbers, meaning international clients cannot accurately request a callback. This leads to missed opportunities and forces teams to implement workaround solutions that don’t fully meet operational or compliance requirements.Benefits:
Ensures international clients can successfully request callbacks.
Improves accuracy and efficiency of callback routing.
Reduces manual handling or missed return…
3 votes -
Ring CX agents Simultaneous in a que
Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.
9 votes -
On the RingCX voice queue, disable automatically all dispositions when the "Disable Dispositions and Agent Notes" is checked
Here is the setting on the RingCX voice queue:
1- Disabled the dispositions on the "dispositions" tab on the voice queue setting,
2- Check the "Disable Dispositions and Agent Notes" tab
3- set the integrated script with a script
When an assigned agent to this queue receives a first call and ends it, the call sticks to his UI.
when a second call arrives, the agent can take it, but sometimes he gets the error message "Please submit the script/disposition form. You are not eligible to receive calls until this step has been completed."The solution is disable automatically all…
1 vote
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