72 results found
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Feature Request : Dialer: Fallback Handling if Agent Doesn’t Answer
Additionally, the customer requested the following feature:
If a broadcast-detected live answer is routed to an agent, and the agent fails to answer,
They want the call to be automatically forwarded to a RingEX AI Agent (or another fallback destination), instead of being missed entirely.
2 votes -
RingCX Dialer ability to merge old leads to new leads
in RingCX outbound dialer, it would be better to have the ability to merge/combine old lead that was dialed before to the same lead that is being uploaded like 6 weeks ago.
By doing this, the history of the previous lead are visible to the agent that will take the new lead.
1 vote -
Allow for custom key-mapping/binding of call control to desktop keyboard
Allow for the customization of keyboard shortcuts when dialing. This could be for all outbound dialing modes but emphasis for this request is specific to HCI "clicker" agents.
2 votes -
RingCX Dialer Completed Lead list Notification
Add a feature to enable RingCX Dialer notifications when a lead list has been completed.
Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.
6 votes -
RingCX Progressive/ Preview dialer
To use the progressive/preview dialer, which we want to be able to do, you must upload a list to RingCentral. This means that RingCentral and Salesforce are only syncing one way (Call log activity through RingCentral to Salesforce)
1 vote -
Customize the order of the lead details in Ringcx
Currently when a lead detail was shown to the agent. They have to scroll down at the very bottom making it difficult in finding important lead information right away.
It would be better if we have a feature where we can customize which lead detail will be shown at the very top so that the agent's wont have difficulty finding certain information specially if there are a lot of lead details being shown to agents.
1 vote -
Agents should have the ability to choose between two lead lists and decide which one to load first from their RingCX.
Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.
2 votes -
Add wrap up time for RingCX auto-dialer calls (Campaign)
Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).
Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.
5 votes -
sale dropdown option
in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)
3 votes -
we would love to see this in future releases, especially in the case of running multiple outbound campaigns on the predictive mode. It would
we would love to see this in future releases, especially in the case of running multiple outbound campaigns on the predictive mode. It would be nice to just have a large pool of agents all logged in to the same mix of campaigns rather than splitting up the team, that way the outbound traffic has that natural flow along with the inbound traffic, as if being logged into multiple inbound queues. This would assist in removing some of the seams in the workday and allow agents to stay fresh on all of our products, rather than having to learn to…
1 vote -
DEAD AIR: DUE TO EXHAUSTING OUR VOCAL CORDS. PLEASE CREATE A BUTTON WE CAN PUSH THAT READS THE DEAD AIR TCPA.
DEAD AIR: DUE TO EXHAUSTING OUR VOCAL CORDS. PLEASE CREATE A BUTTON WE CAN PUSH THAT READS THE DEAD AIR TCPA. PLEASE, PLEASE, PLEASE. ITS EXHOUSTING TO SAY COUNTLES TIMES THE TCPA FOR DEAD AIR.
1 vote -
SMS Blasts
Outbound blast (via Textel); SMS SFDC Integration
4 votes -
leads
when leads drop and we have to fetch it usually will freeze while dropping which would cause me not to get anything...
1 vote -
Ready PENDING-ERR leads
When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.
9 votes -
Multiple phone numbers field for RingCX lead list
Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."
6 votes -
Ability to use different Pre-Recorded voicemail messages within a RingCX campaign
At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.
3 votes -
ENGAGE VOICE predictive dialer
When the predictive dialer (with voicemail detection on) detects a voice mail and leaves an automated message, the system disposition is set to "MACHINE" and the lead status is set to "COMPLETE". We do not want these leads to be considered complete.We would like to have a separate option for predictive dialer (with voicemail detection on) when it detects a voice mail and leaves an automated message.There should be another option aside from being tagged as complete.
3 votes -
Dialable leads, populate only what is available to be called.
Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excluded that day.
4 votes -
Create a preview timer that notifies Agents how much time they have to preview a lead before it disappears (would like the ability for A...
...dmin to configure). Right now, agents do not know how much time they have before a lead goes away. It would be great to see a timer to help get thru tasks and take the lead.
1 vote -
Create the ability to auto fetch single leads as opposed to having to manually fetch a new lead.
This would ease work flow for agents
1 vote
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