1150 results found

1. Write back Disposition and notes to RCX Contact Card

   Write back Disposition and notes to RCX Contact Card

   Enterprise Account ID: UID: 813377035
   Feature Request Summary: Write back Disposition and notes to RCX Contact Card
   Current Functionality: only support AI Summaries
   Ideal Functionality: Write back Disposition and notes to RCX Contact Card
   Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/view

   Business Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries

   https://jira.ringcentral.com/browse/INIT-25003

   4 votes

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2. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

   When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

   We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

   Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller number 20 in the queue". RingCX only plays this back once. It would also make sense to advise callers as this number changes, so they know how many callers are ahead of them before their call is answered.

   When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

   We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

   Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller… more

   25 votes

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3. Optimise "Route to Last Agent" (LCA) for Reduced Wait Times

   Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

   Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

   Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should immediately fall back to routing the call to any other suitable agent based on standard queue logic (such as Longest Idle Time or skills-based routing). This change would ensure calls are handled more quickly, significantly reducing wait times and consequently improving the Net Promoter Score.

   Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

   Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

   Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should… more

   7 votes

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4. Auto answer management options separately for inbound and outbound calling

   the customers would like to be able to manage answer mode in different ways depending on the direction :
   have the ability to enable/disable inbound auto answer
   in parallel have the ability to enable/disable outbound auto answer

   so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

   the impact:
   when receiving a call they should be able to manually answer (1 click)
   when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior- instead of 2 clicks -current situation when auto answer is disabled)

   I attached a screenshot to show what feature I'm referring to, and potentially we need to distinguish between auto answer for inbound and auto answer for outbound.

   thanks

   the customers would like to be able to manage answer mode in different ways depending on the direction :
   have the ability to enable/disable inbound auto answer
   in parallel have the ability to enable/disable outbound auto answer

   so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

   the impact:
   when receiving a call they should be able to manually answer (1 click)
   when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-… more

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   44 votes

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   Future Consideration  ·  5 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. Integration of RCS (Rich Communication Services) as a Communication Channel in RingCX

   Summary:
   We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.

   What is RCS?
   RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via mobile data and Wi-Fi.

   Industry Adoption:
   Android: RCS is widely adopted on Android via Google Messages and supported by major mobile carriers.
   Apple: As of iOS 18, Apple has begun supporting RCS for person-to-person (P2P) messaging, signaling a major step toward broader adoption.
   Prerequisites: Both sender and recipient must use RCS-capable devices and compatible messaging apps.

   Justification for Integration in RingCX:
   Enhances customer experience through rich and interactive conversations, especially for industries like retail, banking, travel, and customer service.
   Supports omnichannel engagement strategies, particularly when paired with WhatsApp, SMS, and email.
   Future-proof communication, as RCS is positioned as the long-term successor to SMS/MMS.

   Summary:
   We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.

   What is RCS?
   RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via… more

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   8 votes

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6. Increase Historical Report Capacity

   RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.

   6 votes

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   Under Review  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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7. Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries

   I would like to suggest a couple of feature enhancements to simplify the use and management of the following:

   • Phonebook (Agent Tools and Voice queues and skills)
   • Special ANI (Voice queues and skills)
   • Blocked ANI (Channels)

   1. Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.

   2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had the same functionality to import and export numbers for Phonebook (Agent Tools and Voice queues and skills) and also Blocked ANI (Channels). This would make it easier to add/update multiple phone numbers and significantly reduce the LOE.

   Thanks!

   I would like to suggest a couple of feature enhancements to simplify the use and management of the following:

   • Phonebook (Agent Tools and Voice queues and skills)
   • Special ANI (Voice queues and skills)
   • Blocked ANI (Channels)

   1. Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.

   2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had… more

   29 votes

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8. Shorten RingCX Historical Report Refresh Time Rate

   Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

   20 votes

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   Under Review  ·  3 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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9. Admins to be able to delete call recordings within RingCX

   Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.

   8 votes

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10. Inbound Queue Callback - option to record caller's name

    Add the ability to have the caller requesting a callback record their name.

    This is needed for customers that may not have a direct phone number, and only a main company phone number.

    Issue:
    When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they may never get their call returned.

    Add the ability to have the caller requesting a callback record their name.

    This is needed for customers that may not have a direct phone number, and only a main company phone number.

    Issue:
    When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they… more

    11 votes

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11. Ask first transfer creates a blind conference. Does not behave as expected.

    When transferring a call, and clicking the Ask First button, the system creates a blind conference call with the caller still on the line.

    Expected behavior is to put the caller on hold, while the agent speaks with the person to which they are trying to transfer the call.

    3 votes

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12. Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.

    Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.

    Requested Enhancement: Upgrade RingCX Phonebook to have the same function similar to mobile phone contacts. Wherein if a person is added on the phonebook, the person's name would appear on the agent's screen before answering calls.

    Business Impact:
    Improved Agent Efficiency: Agents can quickly identify callers by name before answering, reducing time spent searching for caller information and speeding up call handling.

    Enhanced Customer Experience: Personalized interactions become easier, as agents can greet callers by name, creating a more friendly and professional experience.

    Reduced Errors: Displaying caller names upfront minimizes the chances of misidentification, helping agents provide accurate and relevant support.

    Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.

    Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.

    Requested Enhancement: Upgrade RingCX Phonebook… more

    5 votes

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13. Display Agent Call Hold Status and Duration in Supervisor Dashboard

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold Status Indicator – A visual indicator that clearly shows when an agent has placed a call on hold.

    2.Hold Duration Timer – A real-time counter showing how long the agent has been in the hold state.

    Benefits:

    Enables supervisors to monitor agent behavior more closely and identify unusual or prolonged hold times.

    Improves real-time visibility and decision-making during active contact handling.

    Reduces the need to toggle between multiple dashboards, improving efficiency and response time.

    Use Case Example:
    A supervisor monitoring a high-priority queue needs to ensure agents are not placing calls on hold unnecessarily. Having hold visibility directly in the Supervisor Dashboard will allow them to take proactive actions like coaching or intervening when necessary.

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold… more

    6 votes

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14. Email Digital Topology Routing Control

    Overview:
    Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.

    Current Limitations:
    -The system’s decision-making process for agent assignment is unclear.
    -There is no administrative control over how long the system attempts to route to the original agent before reassigning.
    This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.

    Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
    -Set a time threshold (15 minutes, 1 hour, etc.) for how long the system should attempt to route to the original agent per channel, as these times can vary per team.
    -Define fallback behavior once the threshold is reached, like routing to the next available agent or escalating to a priority queue.
    -Access routing logs or diagnostics to understand how routing decisions are made and identify bottlenecks.
    Benefits:
    -Improved efficiency: Reduces wait time for customers when the original agent is unavailable.
    -Greater consistency: Ensures timely responses while maintaining continuity where possible.
    -Operational control: Empowers teams to tailor routing logic to their workflows and service level agreements.

    Overview:
    Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.

    Current Limitations:
    -The system’s decision-making process for agent assignment is unclear.
    -There is no administrative control over how long the system attempts to route to the original agent before reassigning.
    This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.

    Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
    -Set… more

    3 votes

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15. Auto-Reply Email Handling in RingCX

    Overview:
    Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
    Current Limitations:
    -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
    -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
    -There is no option to configure how auto-replies are handled or displayed.

    Proposed Enhancement: Enable delivery of auto-reply emails as new messages within the first icon of the Digital Channels interface, specifically under the “My Messages” section. This enhancement would:
    -Ensure that availability updates are visible and actionable.
    -Allow teams to track and respond to partner and internal status changes more reliably.
    -Preserve continuity in communication workflows without manual monitoring outside the platform.

    Benefits:
    -Improved visibility: Ensures teams are informed of availability changes in real time.
    -Operational continuity: Supports proactive communication and scheduling adjustments.
    -Platform consistency: Keeps all relevant messages within RingCX, reducing reliance on external email monitoring.

    Overview:
    Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
    Current Limitations:
    -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
    -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
    -There is no option to configure how… more

    3 votes

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16. Control CNAM of Caller

    Change the CNAM of the Caller's Phone Number outside RingCentral

    3 votes

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17. RCX | DNC list bulk removal

    Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.

    3 votes

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18. Enable hyperlink to External URL column for RingCX Outbound dialer

    When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.

    7 votes

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    Under Review  ·  1 comment  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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19. Dashboard Configuration Rule - Email Notification

    It would be useful if the configuration rules for a widget in the dashboard allowed you to set up email notifications. Information such as the subject line and body content should be variable so that you can enter your own text.

    2 votes

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20. The ability modify queue events in RingCx priority in a single queue event.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send it over to the workflow but I cannot do the same when the queue is closed or no agents are available.

    My work around is to send the queue to another separate queue just be able to separate the behaviors.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send… more

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    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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