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4 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.

    2 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

    4 votes

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    Needs More Information  ·  0 comments  ·  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. 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

    5 votes

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