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Contact Center & RingCX

Questions about Contact Center setup or RingCX features? Ask here!

  • 61 Questions
  • 67 Replies
61 Questions
J
Jo DNew Participant
asked in Contact Center & RingCX
Decline call using chrome edge

 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 

0
J
8 days ago
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noraNew Participant
asked in Contact Center & RingCX
Can RingCentral RC use EX's API?

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.

0
N
1 month ago
M
markcarvajalNew Participant
asked in Contact Center & RingCX
Cannot receive incoming calls from AT&T numbers

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

2
BeckyH
Community Manager
1 month ago
M
MCreadorNew Participant
asked in Contact Center & RingCX
RingCX for Salesforce disconnects

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. 

3
BeckyH
Community Manager
1 month ago
drewvance
drewvanceNew Participant
asked in Contact Center & RingCX
Inbound Calls while on Dialer

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

1
drewvance
1 month ago
P
pankajraichurNew Participant
asked in Contact Center & RingCX
RingCX-Allow only specific ANI's to call IVR

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

0
P
5 months ago
C
chris-31New Participant
asked in Contact Center & RingCX
RingCentral University - Broken Course

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.

2
K
Employee
7 months ago
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miguelmartinezNew Participant
asked in Contact Center & RingCX
OSH and Personal Connection Priority Blending

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 be in a Static Mode. My belief is that this will allow Dynamic Delivery and Personal Connection Priority Blended skills to work properly. But I cannot find any documentation that states that definitely. The gotcha, is that converting to my knowledge, if I convert to Dynamic Delivery, and the Priority Blending skills do not work, there is no going back to Static Delivery on the Business Unit. In short, the question is, has anyone worked in an environment where Dynamic Delivery is activated on the Business Unit and Personal Connection

0
M
9 months ago
A
alealNew Participant
asked in Contact Center & RingCX
Customers call me back and it goes directly to the extension, not to the service queue.

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.

0
A
9 months ago
S
scottholmesNew Participant
asked in Contact Center & RingCX
Contact Center Log Agent In

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

0
S
1 year ago
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miguelmartinezNew Participant
asked in Contact Center & RingCX
Contact Center Universal Call Branding

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 here is t

0
M
1 year ago
M
mfoster-1New Participant
asked in Contact Center & RingCX
Outbound only skill

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?

0
M
1 year ago
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mfoster-1New Participant
asked in Contact Center & RingCX
Just created an Outbound Skill

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?

0
M
1 year ago
J
jdaughertyNew Participant
asked in Contact Center & RingCX
RC Contact Center: Enable Force Logout for Supervisor Role

As an admin, I currently have the ability to force logout agents in NICE. How do I extend this capability to non-admin managers? Does "Agent Session Control Via API" handle this? I'm concerned that enabling this permission might be flipping more switches than intended.

0
J
1 year ago
M
mkaplunNew Participant
asked in Contact Center & RingCX
Promise keeper / commitments details ?

I notice that we only have a report to show us a breakdown of committments or promised call backs made by agents, if they broke them, or completed them. However, how can I find out what was in that committment and see the notes. It would be much more useful for me to know the reason of the call back than just a date of a call back that was missed.

0
M
1 year ago
M
matthewneitzelNew Participant
asked in Contact Center & RingCX
all internal calls from MVP show as main number when calling Contact Center

if an user in MVP calls internal helpdesk in Contact Center, the agent doesn't see their extension just the main number. Any fixes for this yet?

4
J
1 year ago
M
mwassNew Participant
asked in Contact Center & RingCX
How do I block calls for Contact Center?

We are getting a large influx of calls that we have never had before since joining Ring Central.A lot of these are from robo calls or people trying to pull off a phishing scheme.Is there a way to block these numbers?Thanks,

3
Mary-Community_Moderator
Community Manager
1 year ago
R
ryan-kellyNew Participant
asked in Contact Center & RingCX
Contact Center - Reporting IVR Press Path

We are new RC Contact Center customers (previous RC Office users) and are looking for an easy to read and understand report showing the IVR Press Path. Specifically we would like to be able to filter by time calls came in and the options that were selected. I am aware of the IVR Press path pre-built reports by may not have enough understanding of those reports to truly understand what I'm looking at. Any thoughts, suggestions, or references would be greatly appreciated. Thanks in advance!

1
J
1 year ago
M
miguelmartinezNew Participant
asked in Contact Center & RingCX
Different CNAM for specific outbound number using RingCentral Contact Center.

The company is using RingCentral MVP with NICE inContact Contact Center. The company has multiple "doing business as (dba)" registered companies. When making an outbound call using the contact center we as assigning outbound numbers that should have a specific dba CNAM. I have opened tickets with RingCentral and supposedly when support makes the change to the outbound numbers on the MVP platform, these changes should also propagated to the Nice inContact Contact Center. But that has not been the case. The CNAM name is showing the previous name. For some of the tickets, the change was made up to 60 days ago. So I do not believe timing is the issue. Previous to using RingCentral, the company had a prior subscription with another VOIP provider and with the previous VOIP provider, NICE inContact made the CNAM change on their platform that that worked and is working. The tickets or cases with RingCentral were escalated to NICE for NICE to update the CNAM using their platform, but

0
M
1 year ago
L
lukehayesNew Participant
asked in Contact Center & RingCX
Report schedules

Anyone else having issues with report schedule emails not being sent out?

1
Mary-Community_Moderator
Community Manager
1 year ago
L
lukehayesNew Participant
asked in Contact Center & RingCX
Pulse not working

Pulse does not seem to work for me. Set up correctly but no notifications come through to glip. Any advice would be appreciated.

1
Mary-Community_Moderator
Community Manager
1 year ago
H
heikostumpfNew Participant
asked in Contact Center & RingCX
Kontakte Abteilungsabhängig speichern

Guten Tag,ich hätte noch eine weitere Frage.Ist es im Unifyoffice möglich zusätzlich Kontakte Abteilungsabhängig zu speichern und anzeigen zu lassen?Also quasi so:Die Abteilung Einkauf sieht nur die Kontakte welche für die Abteilung Einkauf notwendig sind.Vielen Dank

1
Mary-Community_Moderator
Community Manager
1 year ago
E
evelyndelaneyNew Participant
asked in Contact Center & RingCX
Promise Keeper - Contact Centre

Hi,Im a just wondering if anyone can assist with understanding the Promise keeper report for the contact centre. We are seeing alot of what looks like callbacks under the Skilled Promise section and they are coming back as being broken but we do not seem to have callbacks being missed.

1
BeckyH
Community Manager
2 years ago
E
eduardoriveraNew Participant
asked in Contact Center & RingCX
Why Nice InContact logs out an agent during unavailable state if the timeout is not reach yet?

Every time an agent goes to a lunch break set the correct unavailable status, I have set the timeout of that code on 47 minutes but when the agents returns to the station the session has been log out after 40 minutes, the agent sets the correct lunch break status every time.

1
Mary-Community_Moderator
Community Manager
2 years ago
S
sharonfeliksNew Participant
asked in Contact Center & RingCX
Can I send a screen shot using ED email

How Can I send a screen shot using ED email

1
Mary-Community_Moderator
Community Manager
2 years ago

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