1153 results found
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Same Number Callback Request Changes
Please add logic and verbiage for when a caller has a pending callback request and calls back into the RingCX voice queues from the same ANI. Today, the process does not detect when there is a pending callback request and offer the caller to resume their spot in line. The call is treated like a second contact, and can be misleading when the queue position is read back to the caller. A second callback is allowed to be scheduled, but is then discards the second callback request once the callback request is completed. Please add the following logic to the…
2 votes -
Agent dashboards
Would like agents to be able to see other agents on their dashboard so they can see who is at lunch, who is currently on a call..etc..
4 votes -
Filter for agents using inbound emails
Inability to locate or display IB-Mail agents via search, which may slow down operations, generate errors, or prevent certain administrative or technical actions. See attached screenshot.
Category:
Functional bug/interface anomaly
Expected behaviour:
The search function should display IB-Mail agents in the same way as other types of agents, based on the criteria entered1 vote -
Reduce Callback Confirmation Pause Time
When a caller requests a callback, they can choose to receive the callback from the originating phone number, or choose to enter a new phone number. When the caller enters a new phone number, there is a long pause before the caller hears any type of confirmation of the number the callback will occur to. This can make callers believe something has gone wrong with the callback request process, causing them to hang up prematurely. This pause should be reduced in length, or better yet, set to be a configurable value.
2 votes -
Callback Configuration
The callback process needs additional functionality and configuration options added to make it more useful. Today the process just prompts to create a callback with the current phone number, or enter a different phone number. The callback process needs to be modified for the following:
1) Prompt for the caller's name, as outlined in this feature request: https://ideas.ringcentral.com/forums/958496-contact-center-ringcx/suggestions/49775720-inbound-queue-callback-option-to-record-caller-s. This would at least let the agent know who they are calling back, and allow the agent to speak to an operator or navigate an auto attendant at the destination number.
2) Enable a toggle to prompt the caller to enter…1 vote -
Allow for Larger Agent Debug Files to be Requested
Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.
If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.
3 votes -
Manually assign queued emails
To be capable of manually assigning queued emails to agents.
3 votesWe're actively researching this feature. Can you please provide more detail of why this is so important?
What problems does this solve that a good routing system that was properly configured cannot?
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customize ringcentral video meeting company logo
customizing the RingCentral video to company logo instead of RingCentral logo
1 vote -
Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
7 votes -
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.
1 vote -
Analytics - Call recordings for Non-RingCX users
Please include call recordings in analytics - performance report for Non-RingCX users
4 votes -
Audio format option in Ringcx for call recording
We request the addition of a stereo audio recording option for RingCX. Currently, the system only supports mono audio recording. A stereo option would enhance the quality of call recordings and provide a more accurate representation of conversations.
2 votes -
WCAG (Web Content Accessibility Guidelines)
WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.
39 votes -
1 vote
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Schedule Operations (Proficiency Level Updates, Queue Assignments)
NICE CXOne has a Workforce Intelligence module that allows you to schedule various items including assigning or removing skills from an agent, setting agent proficiency levels, etc.
We would like this same functionality in RingCX. Use case:
We have queues set up for different geographical locations of the country. A small group of agents are assigned to each geographic queue. At the start and end of the business day, call volume into certain geographic queues drops off sharply, but we still need agent staffing in all queues. We then reassign agents, so they are part of all queues. Example: there…2 votes -
Set Default or Store Business Hour Override Settings
If a queue event is defined for an action like send the call to voicemail, and the destination is an email address, that value or information should be able to be referenced when creating a business hour override.
Use case: We have a queue event set with a DTMF tone to route the caller to voicemail. That queue event sends an email to a specific address. If we create a business hour override on that queue to close the queue, we typically send the queue to the same voicemail & email address as defined in the queue event. Today, this…
2 votes -
Include Audio File Attachments on RingCX Voicemail Notifications
Instead of the weblinks attached to access voicemail messages from RingCX, we'd like to attach the exact audio file to the email notification.
2 votes -
Configure Agent States to Be Queue Specific
Currently, agent states are all or nothing, such that once they are enabled they are available to all agents on all queues. The customer is seeking a feature that lets a state be configurable to only present to agents in a specific queue.
2 votes -
exclude specific area code in local connect
Ability to add the ability to specify a particular area code when setting up or managing the Local Connect Bucket? This feature would help in targeting specific geographical regions more effectively.
5 votes -
Add Robocall filter
RingCentral should add robocall filtering to CX. I was told it happens on the EX side, but it's not happening in CX. We're getting robocalls that hang up right after they are dropped into our queue, and that's causing our abandoned rate to spike.
4 votes
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