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6 results found

  1. Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX

    Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
    The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.

    12 votes

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    Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Admin →
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  2. SMS for missed calls

    Ability to send SMS for missed call in RingCX

    6 votes

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    Needs More Information  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Admin →
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  3. RingCX platform: Request to add Overflow routing feature

    RingCX platform: Request to add Overflow routing feature
    The customer requested the ability to add Overflow routing within the RingCX Queue Events Configuration. Specifically, they want calls to be directed to a Supervisor overflow queue when no agents are available.

    1 vote

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    Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Admin →
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  4. receive 2 calls

    Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    13 votes

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    0 comments  ·  Interaction routing, workflow & queuing  ·  Admin →
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    Needs More Information  ·  AdminYulia (Group Product Manager, CX, RingCentral) responded

    Thank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?

    For instance:

    • Are you looking for agents to handle multiple calls simultaneously?
    • If so, could you elaborate on why this is needed and how it aligns with your workflow?
    • Are there particular use cases or challenges you’re trying to address with this feature?

    Your input will help us gain clarity and ensure that we can address your requirements effectively.

  5. Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

    RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    6 votes

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    Needs More Information  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Admin →
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  6. 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

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    Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Admin →
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