Settings and activity
12 results found
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104 votes
An error occurred while saving the comment -
9 votes
An error occurred while saving the comment RNA state: An agent is placed in this state when they aren’t on a call, have auto answer turned off, and have failed to answer an inbound call.
This state can be triggered by:
The agent not responding to a call within the Max Accept Time determined in the queue configuration.
The agent rejecting a call
Network or internet issues preventing the agent from receiving the call
The system won’t send another call to the agent until they indicate they’re ready to start taking calls again, but a banner notification will appear at the top of their browser, prompting them to change their status to receive calls.The agent will also receive a popup notification in their browser. This ensures that even when the agent is working in a different window, they’ll be alerted about the state change and can make themselves available.
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3 votes
An error occurred while saving the comment Currently, when agents log in, they cannot select which queues to join.
However, this can be managed through the "Session Settings" option, as shown in the attached screenshot. This allows agents to update their queues during active sessions.
Please let me know if this approach addresses the requirement, or if further customization is needed. -
2 votes
An error occurred while saving the comment Hello William,
For email replies or forwarded emails, you mentioned that RCX should move the most recent reply or forward above the original email.
I’m not entirely clear on the specifics of this request. Could you provide a bit more detail or perhaps share an example or a screenshot to illustrate what you have in mind?Thank you!
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9 votes
An error occurred while saving the comment -
24 votes
An error occurred while saving the comment At this time, RingCX is designed to play estimated wait time announcements once per queue event. If more frequent updates are needed, it’s possible to configure multiple queue events within the workflow to replay these messages at defined intervals.
While we don’t currently have plans to change this behavior, your suggestion has been noted and will help inform future discussions around queue experience improvements.
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1 vote
An error occurred while saving the comment Hello Analy,
Thanks for the feature request regarding "Set up ringtone options." To better understand and scope this out, could you please clarify a few things?
-Which product or part of the platform is this request related to? (e.g., Agent Desktop, IVR, etc.)
-Could you describe the use case or problem this feature would help solve?
-Are there specific ringtone options or customizations you're looking for (e.g., volume, duration, sound file selection)?
-Who would be configuring this—end users, supervisors, or admins?
-Is this related to incoming calls, alerts/notifications, or something else? -
19 votes
An error occurred while saving the comment The ability to change an agent's state has been implemented as a new functionality in the Supervisor Dashboard.
https://support.ringcentral.com/article-v2/Intro-to-supervisor-for-agents.html?brand=RingCentral&language=en_US&product=RingCX -
8 votes
An error occurred while saving the comment What is already available:
In this document there is an inbound queue callback section.
https://support.ringcentral.com/article-v2/Configuring-inbound-queue-events-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_UIf you want to add language other than the default language on the account, instructions can be found here.
https://support.ringcentral.com/article-v2/Setting-the-default-language-used-for-interactions-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US -
2 votes
An error occurred while saving the comment Hi John Erik,
I hope you're doing well! Could you please provide more details about your request? Specifically, are you referring to any particular reports? If possible, could you send us some examples or screenshots to clarify?
Thank you for your help!
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2 votes
AdminYulia Sobol
(Group Product Manager, CX, RingCentral)
shared this idea
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171 votesFuture Consideration ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
September 2023 UpdateThank you for your responses and feedback everyone! Product has completed their research into this possibility and have confirmed that at this time, the feature is not on any upcoming roadmaps. With this update, the status for the idea has been changed to Future Consideration. Hello everyone, Thank you for your interest in this idea. As our product managers are researching this feature, they'd like to know if you want this to be for Direct Messages and Teams, or just Direct Messages? Please leave your feedback and use case via comment. Thanks all!
There are three key items in this request, and each is currently being addressed individually. Current status:
1 The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.
IMPLEMENTED
2 The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.
PLANNED
3 You cannot see MVP queues in the Corporate Directory when transferring a call from RingCX to an MVP queue.
IMPLEMENTED