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📢 TCR Registration Update: Register Your Business to Send and Receive SMS/Text Messages

17 days ago

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Contact Center & RingCX

Contact Center & RingCX

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

70 Questions
74 Replies

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70 Questions

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Newest first

tilghmanNew Participant

asked in Contact Center & RingCX

Best practices for in_reply_to for PrivateMessages

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?

2 days ago

Sergio_XVIINew Participant

asked in Contact Center & RingCX

How do we get rid of numbers that we don't we're not using?

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

332

1 month ago

Digital.ENew Participant

asked in Contact Center & RingCX

Time Sync

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?

120

1 month ago

drewvanceParticipating Frequently

asked in Contact Center & RingCX

Digital Channel Notifications

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

110

2 months ago

P1pn33dsaudi0New Member

asked in Contact Center & RingCX

Jabra Evolve2 85 Low audio on calls only

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

120

2 months ago

drewvanceParticipating Frequently

asked in Contact Center & RingCX

Channel Lock ? Not Available for us

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

121

3 months ago

drewvanceParticipating Frequently

asked in Contact Center & RingCX

DFO "Send As" Roles

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.

3 months ago

drewvanceParticipating Frequently

asked in Contact Center & RingCX

Digital Channels while on an auto-dialer

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.

111

3 months ago

drewvanceParticipating Frequently

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

682

3 months ago

AndrewR-THGNew Participant

asked in Contact Center & RingCX

How to upload voicemail prompts for InContact call center

Hello,We have an InContact call center integrated with RingCentral for our enterprise. The prior VOIP admin did not upload the voicemail prompts at the time of inception, this was handled by the project team from RC. I need to update these prompts this weekend but am not entirely sure how to do so. I see an Upload Files entry under the ACD heading, Browse ACD file sub-section, Prompts in the file subsystem but was unsure how to upload the new files, do I just name them the same as the existing prompts or where/how do I choose to use the new prompts?

322

3 months ago

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

4 months ago

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.

180

4 months ago

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.

922

4 months ago

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.

463

5 months ago

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?

560

8 months ago

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.

1212

10 months ago

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

480

1 year ago

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.

740

1 year ago

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

830

1 year ago

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

1690

1 year ago

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?

830

1 year ago

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?

720

1 year ago

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.

3070

1 year ago

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.

1700

1 year ago

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?

6770

1 year ago

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