1222 results found

1. Deployment of RING CX application

   Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
   Unable to code and transfer on the Ring CX application.

   Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).

   3 votes

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   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. RCX RT Dashboard to Show Individual Caller Hold/Wait Time

   Wallboard that will show how long each call has been in a queue individual hold time
   and will show the total queued time for each caller.

   9 votes

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   Future Consideration  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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3. Impersonated admin showing incorrectly in the audit trail

   We need an update to the Audit Trail.

   Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

   In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

   15 votes

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   Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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4. Display User Extension Number When Transferring From RingCX To RingEX

   Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.

   Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.

   19 votes

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   Planned  ·  4 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. Email reply positioning

   For email replies or forwarded emails, can RCX move the most recent reply or forward to above the original email?

   2 votes

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   Needs More Information  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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6. RingCX Voice Skill "Play Hold Time" Feature Enhancement Request

   Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in a queue, will hear an estimated wait time of 30 min which is the wait time of caller 1 (first queued caller) in the queue.

   Enhancement Request: The "play hold time" should calculate the waiting time and play it correctly for all callers, and not only the first caller on top of the queue.

   Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in… more

   6 votes

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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7. RingCX | Contact Record for progressive or preview mode

   Have the ability to display the contact records in progressive or preview mode

   2 votes

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   Needs More Information  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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8. Historic Dashboard Widget calculations

   Allow results of time based activities to be displayed within the widgets as cumulative hours instead of converting times over 24 hours to 1d. As an example, Agent Login Hours and/ or Available State Time will currently display in H:M, until H = more than 24. Then it displays as 1d xxh. Allow the result to remain in HH:MM instead of changing it to Day:Hour

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9. Unified Call View – Active & Waiting Calls on One Screen

   Customer Expectation:
   Agents should be able to view all active calls and queued calls simultaneously within a single interface, with efficient use of available screen space. The goal is to minimize context switching and allow agents to manage their workload without navigating between tabs.

   Current Limitation:
   RingCX requires agents to toggle between separate tabs to see active calls and queued calls. This design interrupts workflow, creates unnecessary clicks, and increases the risk of overlooking queued interactions—especially in fast-paced call environments.

   Benefits:
   - Continuous Workflow: Agents can stay in one screen without breaking focus.
   - Quicker Call Management: Immediate awareness of waiting calls enables faster pickup, transfer, or escalation decisions.
   - Optimized Screen Real Estate: Avoids large unused spaces that could instead provide critical call data.
   - Improved Agent Experience: Reduces navigation fatigue, particularly for high-volume contact centers.

   Use Case:
   In a busy support queue, an agent is handling one live call while another call has just entered the queue. With the current setup, the agent would need to switch tabs to check the queue, breaking their workflow. With a unified view, the agent can see both the active call and the queued call in real time, allowing them to anticipate follow-up actions immediately after wrap-up, without losing time to interface navigation.

   Customer Expectation:
   Agents should be able to view all active calls and queued calls simultaneously within a single interface, with efficient use of available screen space. The goal is to minimize context switching and allow agents to manage their workload without navigating between tabs.

   Current Limitation:
   RingCX requires agents to toggle between separate tabs to see active calls and queued calls. This design interrupts workflow, creates unnecessary clicks, and increases the risk of overlooking queued interactions—especially in fast-paced call environments.

   Benefits:
   - Continuous Workflow: Agents can stay in one screen without breaking focus.
   - Quicker Call Management: Immediate awareness of… more

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10. Disable "You are now being connected" in RingCX Calls

    Disable "You are now being connected" in RingCX Calls as some of the callers are unhappy about the notification.

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11. RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage

    Problem:
    • Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.

    Current Behavior:

    • RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
    Routing options are limited to static configurations based on time, IVR selections, or specific call queues, rather than dynamic adjustments based on queue volume.

    Desired Behavior:
    • We request the implementation of a feature that would allow routing decisions to be based on a percentage of queue volume. This would enable:

    • The ability to set a specific percentage of queue volume (e.g., 15% or 50% of the total queue capacity).
    Automatically trigger forwarding or route calls to an alternate destination (e.g., answering service, another queue, or voicemail) when the threshold is reached.
    Customizable settings for different queue volumes and traffic periods (e.g., holidays, peak hours).

    Benefits:

    • Efficient Call Handling: Automatically redirect excess calls when queue volumes are high, ensuring that all customers receive timely responses.

    • Dynamic Routing: Offers flexibility to adjust routing strategies based on real-time conditions (e.g., volume spikes).

    • Improved Call Management: Reduces the need for manual intervention and oversight during high-traffic periods.

    Urgency:
    • Without this feature, managing peak times becomes labor-intensive, requiring constant manual adjustments to call routing. A percentage-based routing feature would significantly streamline operations and improve the customer experience during high-volume periods.

    Recommendation:
    • We strongly recommend the development of a call routing feature based on a percentage of queue volume. Additionally, consider:

    • Threshold Customization: Allow users to set specific thresholds based on percentage or number of calls in the queue.

    • Flexible Routing Options: Provide multiple routing destinations once the threshold is exceeded (e.g., forwarding to another queue, voicemail, or a specific agent group).

    • By implementing this feature, we would greatly enhance the efficiency and flexibility of our call management system.

    Problem:
    • Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.

    Current Behavior:

    • RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
    Routing options are limited to static configurations based on time, IVR selections, or specific call… more

    7 votes

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12. View Waiting Contact Info In Embedded Agent

    The existing embedded agent we use in ServiceNow from another vendor allows agents to see how many contacts are waiting from each channel in queue (phone, voicemail, digital). This is beneficial to the agent as they can quickly see how many contacts are waiting without needing to move their focus from the embedded agent or CRM product over to the RingCX analytics tab. Please add a visual indicator somewhere on the RingCX embedded agent so agents can see how many contacts are waiting in queues that the agent is assigned to.

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13. Queue Event Number+Extension Transfers

    Queue Events, Business Hours, and Business Hour overrides all allow calls to be transferred. These transfers rely on DID transfers with 10 digit phone numbers being used. We have a large number of call queues set up on RingEX that do not have a DID assigned, and we do not want DIDs on those call queues. Today, we are unable to transfer calls from a RingCX queue back to a RingEX extension without the use of a workflow. We'd like RingCX to support call transfers to a phone number + extension. Example: Queue Event DTMF key press 1 would perform a call transfer to phone number 5555555555 with extension 1234. The Queue Event would be set up for DTMF key press 1 would be set for "Extension Transfer" with a value of 5555555555*1234.

    Queue Events, Business Hours, and Business Hour overrides all allow calls to be transferred. These transfers rely on DID transfers with 10 digit phone numbers being used. We have a large number of call queues set up on RingEX that do not have a DID assigned, and we do not want DIDs on those call queues. Today, we are unable to transfer calls from a RingCX queue back to a RingEX extension without the use of a workflow. We'd like RingCX to support call transfers to a phone number + extension. Example: Queue Event DTMF key press 1 would perform… more

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14. Callback & Voicemail Module Contact Routing

    When a caller is in the process of requesting a callback or leaving a voicemail, and an agent becomes available, the caller is left in those modules/processes instead of being routed to the agent that became available. Please add an option on a queue that controls what happens when a caller is requesting a callback or leaving a voicemail, so the queue can either be configured to:
    1) Leave the caller to continue with their original operation of requesting a callback or leaving a voicemail.
    2) Abort the original option of requesting a callback or leaving a voicemail, and route the caller to the newly available agent.

    When a caller is in the process of requesting a callback or leaving a voicemail, and an agent becomes available, the caller is left in those modules/processes instead of being routed to the agent that became available. Please add an option on a queue that controls what happens when a caller is requesting a callback or leaving a voicemail, so the queue can either be configured to:
    1) Leave the caller to continue with their original operation of requesting a callback or leaving a voicemail.
    2) Abort the original option of requesting a callback or leaving a voicemail, and route… more

    1 vote

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15. Unavailable Code Logout Timer

    NICE CXone has a "Agent Timeout" setting on each unavailable code. Please add the functionality to toggle on an "Agent Timeout" for each unavailable code. When enabled, and the agent reaches the value set for the timeout, the agent would be logged out of the RingCX system. This is useful for agents that put themselves into an unavailable code like Lunch, without realizing they are taking the rest of the day off. For example, most employees take a one hour lunch break. The "Agent Timeout" for the Lunch available could would be set to 120 minutes (two hours). The agent goes to Lunch, putting themself in the Lunch unavailable code. That agent forgets the have the afternoon off, and leaves for the day when they take lunch. After 120 minutes, the "Agent Timeout" value is hit, and the agent is automatically logged out of RingCX.

    NICE CXone has a "Agent Timeout" setting on each unavailable code. Please add the functionality to toggle on an "Agent Timeout" for each unavailable code. When enabled, and the agent reaches the value set for the timeout, the agent would be logged out of the RingCX system. This is useful for agents that put themselves into an unavailable code like Lunch, without realizing they are taking the rest of the day off. For example, most employees take a one hour lunch break. The "Agent Timeout" for the Lunch available could would be set to 120 minutes (two hours). The agent… more

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16. Display Digital SMS ANI in RingCX Analytics Interaction Details

    I’d like to submit a feature request for RingCX Analytics.

    Currently, when reviewing Interaction Details for Digital SMS interactions, the ANI field displays as "N/A." For better visibility and reporting, it would be highly beneficial if the actual ANI (sending number) were displayed in this field.

    This enhancement would help teams more effectively track and analyze SMS interactions, especially when handling multiple Digital SMS numbers.

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17. Populate Name in RingCX On Outbound Call

    When using the RingCX embedded agent in ServiceNow, and a outbound call is placed with click to dial, the "Name" is not populated in the RingCX agent like it is on an incoming phone call. This would provide a more consistent user experience on inbound and outbound phone calls in the RingCX agent. Additionally, it would assist in finding other open cases that that contact has right within the RingCX agent, so the user does not have to navigate back to ServiceNow to look at the contact's other open cases.

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18. Improve the functionality of scheduled callbacks

    Currently a scheduled callback is triggered regardless of whether an employee is available or not.
    Example : Callback scheduled by a user at 4pm, all employees are online at this time, but the call is still triggered at the specified time, and the user is waiting on the queue.
    This will improve the User Experience on this callback feature

    3 votes

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19. The ability to adjust auto-replies and forwarded email spacing through email templates customization.

    The ability to adjust auto-replies and forwarded email spacing through email templates customization.

    2 votes

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20. RingCX - Survey report

    The ability to get a report on surveys both for voice and digitial.

    Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.

    30 votes

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