1474 results found

1. Ask an expert v2

   The goal is to link Contact Center teams with rest of organizations to "ask an expert", outside of the agent-customer discussion. V1 had 1-way communication (RingCX->RingEX message and the response from expert not visible in RingEX). This would be helpful for customers who are interested in both RingCX and RingEX.

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   Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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2. RingCX account creation automation + Import/Export Functionality

   The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.

   3 votes

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   Future Consideration  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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3. Manual Exports and Automated exports to support shorter intervals by default

   This request is for Manual Exports and Automated exports (under Admin>Data Management) to support 1 hour or 30 minute interval for exports by default. Currently, manual and automated exports support only daily/weekly/monthly exports. Some customers would prefer support these shorter intervals in an automated fashion without leveraging any APIs.

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   Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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4. CNAME identifier when transfer call from EV to RC Office

   We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the tracking and collection of analytics on call flow and forwarding.As an example. The company has 35 site (RC office) and one call center (EV). The call comes into the call center to the agents that then forward to the correct sites extension. The site does not receive a caller ID of the customer which then cannot be entered into their CRM nor pull an analytics report.

   We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the… more

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   Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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5. RingCX Scheduled Reports cohesive naming convention
   2 votes

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   Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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6. Suppression Scripts

   Some customers use 'agent flag' on outbound leads to reserve lead 'x' for that agent. Should another agent search for a lead, they would have the ability to dial this lead whether or not it is theirs. Something like suppression scripts, where the system does a check at the moment of dial attempt against some sort permissions list, would help manage this solution. Suppression scripting could be used in numerous ways within RingCX especially around manual dialing.

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   Future Consideration  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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7. Better digital support for bank branches

   The ask is for Engage Digital to better support digital interactions, which are becoming critical to many banks' business.

   3 votes

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   Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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8. Support agent availability for Live Agent handover

   The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
   For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.

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   Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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9. Conditional Queue Events - Engage Voice

   The 'modular' nature of Engage Voice is helpful. However, with this design, some feature-sets of one routing component are not found in others. Having a if/and feature enhancement to inbound queue events would bridge this gap. Example: Play audio file 'A' for normal conditions. If wait time is 'x' then play audio file 'B'. This idea could be expanded to any queue event type.

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   Future Consideration  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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10. Upgrade LumenVox ASR

    The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.

    2 votes

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    Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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11. Support Custom Meta data between RCX and AIQM

    Support Custom Meta data between RCX and AIQM

    1 vote

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12. ability to select other local caller id settings aside from what is assigned to the account

    It would be helpful if we can select another option in the local caller ID settings set for the campaign. Other than adding a number in RingEX and having it assigned to the contact center

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    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Edit…  ·  Delete…  ·  Admin →
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13. Voicemail Box

    Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.

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    Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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14. RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection and RingCentral App is Paired to a Deskphone, users should not be limited to using Deskphone as Media Endpoint. Agents should be able to manage call control on the Deskphone to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingCX features, including voicemail routing

    Business Impact:
    This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling features within the RingCentral App.

    Use Case:
    RingCX Agents would like to utilize full call handling capabilities using deksphone buttons, including the ability to transfer calls, put callers on hold or mute. The current behavior results in failed transfers, hold reflecting possible audio issues and operational friction.

    Requested Enhancement:
    Enable full call control using Deskphone when "RingCentral Phone" is used as the voice connection in RingCX and RingCentral App is Paired to the Deskphone.

    RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice… more

    1 vote

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