Contact Center

How long or at least expected time of Ring Central Service to be restored? Jan 22 2025

Hi comunty. I’m new in the development activities. Actually I work in the upload a new account RingCX process, however I don’t have idea about the process for  this.Can help me to undestand whats its the steps for create a new account in the system. 

Hello,We recently deployed the CX digital platform using an email channel.  Shortly after that deployment, our IT department deployed ProofPoint email security and now our inbound emails are being blocked by ProofPoint.  The errors are relay errors coming from O365.  I understand there are numerous factors in play here but hoping someone may have run into the same CX Digital issue with ProofPoint or similar email security platform.  Thanks in advance,-Brian T.

With the PrivateMessages object, it’s not clear whether the in_reply_to_id must always be the other party in a conversation or simply the most recent message.For example, in a conversation, it’s not uncommon for a customer to send us 3 messages in a row before we can reply.  So should the in_reply_to_id for each message be set to the most recent message, whichever party sent it, or does it need to be strictly only the other party?

We have 14 numbers, 11 of which we can disconnect, how do we do that to pay less? 

The PC time says 5:00PM. However, when we log off our phone system (RC CC), it states a different time. 4:58PM or something other than what the PC time shows.My question is, what does Ring Central CC sync to? Where is this time displayed? 

Anyone found an improvement to the digital channel notification system? The “Give me more” is not really a good notification for us. When working calls it would make more sense to get a pop-up

Using other wireless and wired headphones I have higher call audio volume in RC (web based). Set the Jabra Evolve2 85 as the output/input device for RC and set audio at 100% with no difference to call volume. System sounds and internet audio are all normal volume. The ring of an incoming call is normal, but the actual call volume is still very low.  So just the RC is an issue. Any ideas to fix? TY     

Does anyone have access to Channel lock feature? I’m reading up on it by we do not have this setting anywhere. It would be nice for our agents who work on an auto-dialer to lock their channel to the Digital Channel once they receive some chats or SMS. https://help.nice-incontact.com/content/acd/routing/dynamicdelivery/dynamicdelivery.htm?Highlight=dynamic%20delivery

According to support, we were advised to create a role for every single user in order to limit the SMS DFO channels they see when they go into MAX agent  digital channel, Send Outbound Message. Currently, when they go to Send Outbound Message, they see every DFO channel, even the ones they are not assigned to in Skills. Support said we need to create a new Role for each agent to limit which ones they see. This seems like a major design flaw. Basically anyone can send an outbound message as any number as long as they are the same role. For example, we have roles such as, Admin, Agent, Manager.  Everyone in the Agent role sees the same DFO skills. 

How are agents supposed to work on digital items / SMS in MAX agent if they are a member of a skill that is an auto-dialer/outbound skill. The outbound dialer wants to keep dialing dialing but what if the agent has a bunch of SMS that they need to work on?They are unable to use the Give Me More button in ACW and in Unavailable status.

How do you manage receiving inbound calls while working on an outbound dialer campaign? Our problem is when an agent is working on dialing outbound, there is no notification / pop-up / sound that they have an inbound call

 Our agents are trying to decline a call while it is ringing at the chrome extension however feature does not work. Do we need to turn this on ? if so how would i do that 

We are currently using RingCentral EX. After upgrading to CX, we want to check whether the EX call-log API and ringcentral SDK can be used directly.

We can receive inbound calls from other carriers such as Sprint and TMobile, but we cannot receive calls from AT&T numbers.

Since 7/3, our RingCX agent have been having trouble with the RingCX for Salesforce integration. It seems the app will intermittently freeze and then drops the call. We have been working with RC support and they recommended updating to the latest version of the app, 1.10 but that isn’t helping. Anyone have any thoughts or ideas? There is zero issues when using the engage.ringcentral.com portal. This is just happening with Salesforce. 

Since 7/3, our RingCX agent have been having trouble with the RingCX for Salesforce integration. It seems the app will intermittently freeze and then drops the call. We have been working with RC support and they recommended updating to the latest version of the app, 1.10 but that isn’t helping. Anyone have any thoughts or ideas? There is zero issues when using the engage.ringcentral.com portal. This is just happening with Salesforce. 

RingCX-How do we allow only specific ANI's to call RingCX IVR queue number? Scripting?

HiOne of the new RingCX courses is broken:https://university.ringcentral.com/en-rcx-a-ringcx-ivr/The chapter Advanced IVR Pt 2 does not show completed no matter how many times I launch it, scroll through, select new chapter, leaving me with 19/20 modules completed & unable to get a completion certificate.

Before Contact Center Spring Release 2023, OSH had a limitation with Personal Connection Priority Blended outbound skills. On the release notes, this limitation was supposedly going to be removed, but the release notes had it "On Toggle". I was unable to see any other future release notes that stated that this was deployed. Now OSH is renamed Dynamic Delivery. And with Dynamic Delivery business Unit setting, I can then configure teams or agents to b

I carry out outbound promotional campaigns, but some uncontacted clients call me back to the number that appears on their cell phone, which is the agent's direct extension, and they reply even if I have another call, I need to know how to route it to the tree to answer it or what I don't connect them, abandonment affects me.

Is there a process where by I, as an Admin, can force log in an agent?Thank you

Nice Systems in the fall of 2022 offered Advanced Caller ID. It is not called Universal Call Branding. RingCentral began to offer this service in the Spring of 2023. Unfortunately, the portal for Nice to add and remove numbers for the Universal Call Branding is not available for RingCentral customers. So, I asked my account manager and her team, what is the process to add and remove numbers from the Universal Call Branding service and I have yet to receive an answer. In addition, AT&T stopped all resellers, except a handful, not including Nice Systems, from monitoring calls on the AT&T platform with the call branding service. The last response I received from the RingCentral team was that "this feature is currently on pause". My response to the RingCentral team was if the feature they are referring to is the Universal Call Branding or the AT&T not supported until a new agreement with AT&T is agreed upon. But I have not received an answer. So

Hello - I just created an Outbound Skill for calling (no inbound calls). My question is - how does this skill know when an agent is dialing a manual outbound call?

Hello - I just created an Outbound Skill for calling (no inbound calls). My question is - how does this skill know when an agent is dialing a manual outbound call?