1443 results found

1. Feature Request: Language Selection for Play Hold Time Announcer in RingCX

   Feature Request: Language Selection for Play Hold Time Announcer in RingCX

   Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

   Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

   Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

   Support Reference: For more details on configuring inbound queue events, you can refer to the following article:
   Configuring inbound queue events in RingCX

   Feature Request: Language Selection for Play Hold Time Announcer in RingCX

   Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

   Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

   Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

   Support Reference: For more details on configuring inbound queue events, you can refer to the… more

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   Implemented  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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2. RingCX Analytics Historical Report | Share report to specific User

   To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.

   2 votes

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   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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3. 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.

   3 votes

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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4. RingCX - Limit Access to Real-time Analytics

   We would like to have the option to limit the metrics that will show in the Real-time Dashboard. This can be applied to users who have "view-only" access to the Analytics.

   For example:

   The "agent state" metric in the Real-time Agent Dashboard can be removed.

   2 votes

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   Under Review  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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5. "Agent Specific Callback" Disposition, be available for Voice Queue calls

   Currently, the "Agent Specific Callback" disposition is only applicable for Outbound Dialer, but it would be beneficial if this will also be available in the Voice Queue Disposition.

   In this way, the agent that receives the inbound phone call, and is required to call that customer back at certain time can use this disposition with the "Agent Specific Callback" so the system will automatically do it for the agent.

   10 votes

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6. 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.

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7. More granular auditing and alarming on RingCX configuration changes.

   The ability to create configurable alarms on critical configuration changes. This would enable proactive notification for us and our customers if a sensitive setting is altered.

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8. This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current f

   This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current functionality only allows filtering by date.

   3 votes

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9. RingCX -- Ability to default "Stay On Call" either on or off

   We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

   34 votes

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   Future Consideration  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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10. Requeue in all messages

    A capability to requeue all messages, rather than simply reassigning them to an agent, would be necessary.

    2 votes

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11. 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

    7 votes

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12. allow us

    Allow us to turn our ring central on Dark Mode

    1 vote

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13. Outbound WhatsApp within RCX agent UI

    As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

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    21 votes

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    Future Consideration  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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14. RingCX Agent able to do a consultation to another RingCX Queue without active call

    Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.

    2 votes

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15. The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.

    The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.

    2 votes

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16. Customer Profile Field Customization

    We would like to suggest the ability for admins to add additional customizable fields that do not currently exist within the Customer Profile area at present. This would be for account numbers, enterprise wide information common to customers.

    3 votes

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17. notification

    Our agents are using the integrated softphone in RingCX. Many agents are logged into several queues. The agents have to click the RingCX notification and then click the "answer/reject" popup notification. My suggestion is to have only one notification and in that include the queue name, customer name (if known from the carrier) and ANI along with the answer/reject buttons.

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    1 vote

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18. RingCX Digital Inbox Restricted to Roles

    Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.

    6 votes

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19. Lead Management / Cadence

    The customer would like a lead management functionality in our outbound dialer. wherein, the lead(no party connect ex. AM, NA, etc) can be dialed with 6 attempts in a week, then system to redial the lead after 2mos and 3 weeks (3mos interval from the day lead was uploaded in the campaign) then do it again on the 6th, 9th and 12th month.

    2 votes

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    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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20. Stay on Available status when Rejecting Calls

    We would like to have an option to have agents stay on Available status when Rejecting Calls in RingCX

    3 votes

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    Needs More Information  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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