1222 results found

1. 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

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   Under Review  ·  1 comment  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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2. RingCX SPOG - Display Corporate Directory Matches When Typing on RCX App Keypad

   Enhance the RingCX (RingCentral SPOG) app keypad functionality to display matching entries from the corporate directory as users type an extension or phone number.

   Current Behavior:
   When users enter digits via the SPOG app keypad when transferring calls to EX extensions, no directory search results are displayed.

   Expected Behavior:
   While using the keypad in the RCX app, as users type an extension number, the app should display relevant matches from the corporate directory. This improves usability by confirming the target contact before initiating or transferring a call from RingCX to EX.

   Justification:

   Enhances user experience by making it easier to confirm dialed extensions.

   Aligns behavior more closely with user expectations from other communication platforms.

   Reduces misdials and improves efficiency, especially in large organizations with extensive directories.

   Enhance the RingCX (RingCentral SPOG) app keypad functionality to display matching entries from the corporate directory as users type an extension or phone number.

   Current Behavior:
   When users enter digits via the SPOG app keypad when transferring calls to EX extensions, no directory search results are displayed.

   Expected Behavior:
   While using the keypad in the RCX app, as users type an extension number, the app should display relevant matches from the corporate directory. This improves usability by confirming the target contact before initiating or transferring a call from RingCX to EX.

   Justification:

   Enhances user experience by making it easier to… more

   1 vote

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   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. Report to distinguish if digital interactions were assisted via inbox or queue mode.

   We are currently utilizing inbox and queue for handling digital interactions.

   It would be better if we have a report to distinguish if how was the interaction was handled. is it via the queue or via the inbox mode since currently its difficult for us to track those interactions.

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   Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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4. Ability to export IVR from Studio

   Need the ability to export IVR Studio so they can be shared and imported.

   41 votes

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   Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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5. 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

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6. Prioritized Internal Transferred Call Over External Calls When There Are Calls Waiting In Queue In RingCX

   Customer wants to prioritize internal transferred calls over external calls when are there calls waiting in queue so that the calls from their internal agents can be answered immediately in RingCX platform.

   2 votes

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7. RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)

   Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

   9 votes

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   Planned  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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8. Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow t

   Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow the same behavior as live calls. This would provide a more intuitive and consistent experience for customers.

   2 votes

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9. 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.

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10. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

    Use Case:
    A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

    This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

    Proposed Enhancement:

    Diagnostic Tools for Upload/Management Testing:

    Admin Panel Visibility:
    Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
    Detailed Error Logging:
    Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
    The specific lead IDs that failed to upload.
    The error type encountered (e.g., network failure, internal server error, missing data).
    The list or campaign where the failure occurred.
    Error Resolution Suggestions:
    Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
    Lead State Monitoring:

    Lead State Consistency Check:
    Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
    Lead Activity History:
    Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
    Automated Testing for Lead List Transfers:

    Pre-Transfer Validation:
    Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
    Post-Transfer Confirmation:
    After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
    API Enhancements:

    Lead Search and Fetch Enhancements:
    Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
    Enhanced API Feedback:
    When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
    Testing Environment for RingCentral Tech Support:

    Sandbox for Lead Management:
    Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
    Automated Monitoring and Alerting:

    Real-Time Monitoring:
    Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
    Customizable Alerts:
    Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
    Benefits:

    Increased visibility and control over lead uploads and transfers.
    Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
    Enhanced troubleshooting and faster resolution for technical support teams.
    Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
    Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
    This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

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11. Allow editing of Call Detail Record info instead of manual pass

    Allow editing of Call Detail Record info instead of manual pass.

    3 votes

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12. Expanded Queue Priority Levels

    I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.

    This is essential to customers who provide 3rd party support to a large client base and with a tiered approach, similar to our Advanced/Enterprise support offerings.

    Opp if needed -https://rc.lightning.force.com/lightning/r/Opportunity/006Hr00001RNd3PIAT/view

    I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.

    This is essential to customers who provide 3rd party support to a large client base… more

    2 votes

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    Implemented  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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13. Configure "Total" column in RT inbound dashboard to sum-up unique avail agents only

    Remove or reconfigure the "Total" on the RT dashboard. It appears to be misleading in terms of the total availability count.

    The client thinks there are 7 available agents, but the actual number is higher than it should be because agents are assigned to multiple queues, causing them to be counted more than once.

    The total number of available agents (boxed in orange) shown in the dashboard is based on the sum of the "Avail" column. Since some agents are assigned to multiple queues, they are counted more than once, which leads to a higher total than the actual headcount.

    We need the system to summarize unique agents only under the Avail column

    Remove or reconfigure the "Total" on the RT dashboard. It appears to be misleading in terms of the total availability count.

    The client thinks there are 7 available agents, but the actual number is higher than it should be because agents are assigned to multiple queues, causing them to be counted more than once.

    The total number of available agents (boxed in orange) shown in the dashboard is based on the sum of the "Avail" column. Since some agents are assigned to multiple queues, they are counted more than once, which leads to a higher total than the actual headcount.

    … more

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14. Display CX and EX Presence Concurrently in the Corporate Directory

    In the corporate directory, display RingCX presence for agents and RingEX presence for non-agents side by side.

    1 vote

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15. Multiple level disposition

    Possibility to create multiple levels of disposition to get more precise agent feedback without going into a long list of disposition.
    Sub level disposition would be link to level 1 and level 2 could be optional or mandatory...
    It's very important to be able to report on level 1 only (with all sub-disposition included) as well as on level 2 and to filter on level 1 to get details report on level 2.

    7 votes

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16. Squareup CRM Integration

    Squareup CRM Integration

    1 vote

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17. sms chatbot

    SMS AI CHATBOT. Answer Questions, Help Book Appointments.

    1 vote

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18. Have an option to have the first user receive the call while setting other members to Longest Idle

    Add an option to have the same user receive the first call in the queue while setting other members to Longest Idle

    2 votes

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19. Ignored automatically status

    Would like an additional query status of "ignored automatically" in the Inbox section of emails. This will allow us to separate out messages that were ignored manually by agents from the messages that were deemed ignored by marking as solved without a reply.

    1 vote

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20. Enable Replying to Messages from 'All Messages' Tab

    Allow agents to reply to customer messages directly from the 'All Messages' tab in the RingCX Agent interface, instead of navigating to the 'My Messages' tab.

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