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2 votes
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Darlene
commented
Work around provided is to utilize the disposition selected and each disposition would map to an email template/recipient
Disadvantage: Service center pro has 102 clients and each client have their own workflows that routes to different groups of queues. If the disposition selected would be leveraged to branch out the email recipients, they would also have the same number of dispositions, 102 and 102 workflow nodes on the workflow scripting.
As this would be impractical for the client having these dispositions. if the function is not currently available they would like to raise a feature request where workflows to be directly associated with queues. This approach would allow agents to select and apply the appropriate workflow when making outbound calls, thereby eliminating the need to manage multiple dispositions.
An error occurred while saving the comment Darlene
commented
Currently for client's inbound use cases - a call passes through a workflow and every time a disposition is submitted the onDisposition trigger via workflow will initiate an automatic outbound email configure via custom API . They want the same behavior when making manual outbound calls,
Although we can assign a Manual Outbound workflow on the agent level, agents can be assigned to only one manual outbound workflow, and this assignment can be performed only by administrators. Agents do not have the ability to choose or switch workflows for individual outbound calls.
The customer requirement is for agents to be able to select the appropriate workflow based on the specific call or queue .
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2 votesDarlene
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2 votes
An error occurred while saving the comment Darlene
commented
sharing another use case where the agents would need to update the client contact card while not being in an active call.
The project supports multiple clients, each with their own customers. Sometimes, a client calls to request an update to a customer’s contact record that is not related to the current call.
In these cases, after the call ends, the agent moves to a working state and updates the requested contact directly.
Ideally, they want the app to work like a CRM where you can edit, add, search and check the contact anytime even if you are not on a call or an active with that client
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1 voteDarlene
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1 vote
An error occurred while saving the comment Darlene
commented
While RCX has provided a workaround to simulate a call park–like experience, customers have found this approach to be inefficient, cumbersome, and misaligned with how agents are expected to manage active calls. The workaround adds unnecessary steps, increases handling time, and does not deliver the simplicity or flexibility of a true call park feature.
Current LimitationNo native Call Park functionality in RingCX
Agents must rely on non-standard or manual workarounds
Workarounds do not align with real-world call-handling practices
Reduced agent efficiency and increased call handling complexityRequested Enhancement
Add native Call Park support to RingCX, allowing agents to:Park active calls securely
Retrieve parked calls as needed
Transfer parked calls between agents or teams smoothly
Use Call Park as part of standard inbound and outbound workflowsDarlene
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1 voteDarlene
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5 votesDarlene
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318 votesDarlene
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2 votesDarlene
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3 votesDarlene
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43 votesDarlene
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20 votesDarlene
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17 votesDarlene
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3 votesDarlene
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75 votesDarlene
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1 voteDarlene
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7 votes
An error occurred while saving the comment Darlene
commented
Screenshot of Lead upload and RCX Agent View
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2 votesDarlene
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1 voteDarlene
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28 votesDarlene
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As required, a new feature request link was created:
https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/51203551-enable-direct-association-of-workflows-with-queues