64 results found
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call recordings
Hello,
We'd like the ability for agents to have access to their own call recordings in RingCX. Our agents are giving out technical advise and sometimes have to refer back to their own calls to in order to fill out the details in our external CRM system. If we're busy and have some calls waiting, the agents answer all the incoming calls, then log the activities in our CRM system. This is where they need to log what technical advise has been given to the callers.This feature is available in standard RingCentral agents, but not for CX agents
4 votes -
Add Text-to-Speech Option for Automated Voicemail Greetings in RingCX
We request the addition of a Text-to-Speech (TTS) option for automated voicemail greetings within the RingCX platform. This feature would allow administrators and supervisors to create and manage professional-sounding voicemail messages by simply typing out the desired text, which the system would then convert into speech using built-in TTS capabilities.
2 votes -
Unable to fast forward or rewind while listening to call recordings
Ability to fast forward or rewind while listening to call recordings in RingCX
11 votes -
Recording Deliveries
Currently, RingCX allows Recording Deliveries to be an SFTP Server or Amazon S3. I would like to see recording delivery to be a bit more robust (external hard drive, Microsoft OneDrive, etc..).
1 vote -
Custom Greetings library
It would be of great value to have the ability to record and store several or a couple of custom greetings for individual lines. Currently, you can only have 1. There is a library for the contact center prompt greetings.
1 vote -
Set Recording delivery as MP3
Have an option to Set Recording delivery as .MP3 instead of just .WAV
1 vote -
Call Recording Retrieval Options
Create a widget in historical Reports to easily pull call recordings for the past few days.
1 vote -
RingCX voice recording
Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.
16 votes -
Customize Transition Tones
We would like the ability to customize the Agent 'TRANSITION' state to an audio file from the audio library.
2 votes -
Voice recognition should also cater to people with strong accents.
Voice recognition should also cater to people with strong accents.
2 votes -
Default Enable Queue Call Recording Settings
Currently, call recording settings need to be configured individually for voice queues/campaigns.
Request to provide an option at the global/account level to define call recording settings that will apply/cascade down to all voice queues/campaigns, and ensure that any new queues/campaigns built on the account maintain these same settings, with the ultimate goal being that any call, inbound or outbound, is recorded per the account-level recording preferences.
1 vote -
Ability to do Screen Recording / Standalone Screen Recording
Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.
14 votes -
The customer wanted to know if there is an option to enter a code before accessing the RingCX recorded link
The customer requested the ability to enter a code before accessing the RingCX recorded link, ensuring that all call recordings remain secure and are not accessible to unauthorized users.
2 votes -
SKU to bill recording storage per minute (usage)
Offer recording storage based on minutes bundle instead of prices per agent for all agents.
Additional improvment on Recording and storage policies would be a plus too.
- percentage of recorded call per skill/queue
- storage time based on skill/queue/disposition/customer type4 votes -
Engage Voice Call Recording
Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.
6 votes -
Call Recording Access from UI
Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.
6 votes -
Additional Options for Automated Exports (other than SFTP)
Automated exports only support SFTP as a destination for exports, Request is for a parallel capability to the Voice Recordings Delivery feature where SFTP and AWS S3 is supported.
5 votes -
Ability to switch language for Text to Speech
It would be helpful to have the ability to switch language for Text to Speech so users make their own recordings to support multilingual IVRs.
3 votes -
Recordings Delivery
Recordings Delivery should support digital interaction transcripts for long term retention requirements. It should be implemented the same as Recordings Delivery for Voice.
3 votes -
Replace busy signal from carriers with announcement(s)
Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
12 votes
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