Settings and activity
23 results found
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1 vote
Brett
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24 votes
An error occurred while saving the comment Brett
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8 votes
An error occurred while saving the comment Brett
commented
This is critical and poses serious compliance issue.
See example below:
Example: Caller calls into RCX queue “State_Colorado”, the caller waits in queue and eventually hits the queue event where we offer a callback. Caller accepts the callback offer. The queue event is configured to make the callback from the same inbound queue the caller originally hit, “State_Colorado”. Due to the contact center experiencing high call volume, the callback was not able to made before the contact center closed. The contact center is East coast (EST) based, however, the caller lives in Colorado.. The contact center re-opens the next day at 7:30AM and the callback automatically fires off for an available agent in that queue and the Colorado caller who had opted in for the callback now receives that callback at 4AM their local time….
Brett
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6 votesBrett
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2 votes
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91 votes
An error occurred while saving the comment Brett
commented
Our organization agrees. This functionality is critical. We opened case #30667376 for this exact feature request and were told to submit a feature request / idea. Adding to this existing idea as it's already gained some traction.
Brett
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An error occurred while saving the comment Brett
commented
100% agree with this idea request. We are aware of a method to allow the Corporate Directory be available during a manual outbound call, however, we need the global phone book to be available. Please make this possible.
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82 votesBrett
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166 votesBrett
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5 votesNew · 0 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AIR (AI Receptionist) · Admin →Brett
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9 votesBrett
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4 votesBrett
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60 votesBrett
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20 votesBrett
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7 votesBrett
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18 votes
An error occurred while saving the comment Brett
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I Agree with this Idea as we have experienced the same Calle ID issue with callbacks.
Brett
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4 votesBrett
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5 votesBrett
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25 votesBrett
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13 votes
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30 votesCurrently planning and under development. No specific release date available yet.
I have also submitted a RC idea and a RCX Community forum post about this same topic. Not only is this a point of serious frustration with our patients, it is also a serious compliance concern.
All RingCX users and stakeholders should vote on this item as it poses a serious issue that many not even be aware of yet.
https://community.ringcentral.com/ringcx-community-hub-26/time-zone-bounding-restricting-callbacks-for-compliance-11912