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9 days ago

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Contact Center & RingCX

Contact Center & RingCX

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

68 Questions
72 Replies

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68 Questions

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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

2630

2 years ago

lukehayesNew Participant

asked in Contact Center & RingCX

Report schedules

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

3111

2 years ago

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.

2731

2 years ago

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

2431

2 years ago

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.

4141

2 years ago

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.

15581

2 years ago

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

1811

2 years ago

sknorrNew Participant

asked in Contact Center & RingCX

Analytics for ContactCenter Agents and Phone Numbers

What options are there for capturing call performance and quality statistics for ContactCenter agents and phone numbers?

2551

2 years ago

Paul62740870004New Participant

asked in Contact Center & RingCX

Report by Rep by Scheduled Activity

How can I find out how much time a rep has spent on each Scheduled Activity for a given period of time?

3012

2 years ago

robertmNew Participant

asked in Contact Center & RingCX

Accessing Call Data and Recordings on new Engage Accounts

Is there a way for me to enable the legacy reports on a new Engage Voice account or has a new way to access recordings and retrieve line by line data without needing to go to the API/DB connection been created?Previously I mostly used the Global Call type Detail report to navigate the data stream to investigate issues.

2432

2 years ago

arianakrouseEmployee

posted in Contact Center & RingCX

New RingCentral University Course! - Salesforce Agent - Fully Integrated Lightning Experience (Contact Center Basics)

Discover how RingCentral’s integration with Salesforce Fully Integrated Lightning Experience allows you to handle contacts for your Contact Center in the Salesforce platform, with our new course: Salesforce Agent - Fully Integrated Lightning Experience (Contact Center Basics). Now available at RingCentral University! In this course, agents learn how to use basic Contact Center features, handle inbound and outbound calls, voicemails, emails, and chats! If you are using Salesforce Agent Classic, please view our RingCentral University course, Salesforce Agent - Classic (Contact Center Basics).

2180

2 years ago

rwstevensNew Participant

asked in Contact Center & RingCX

Nice CXOne Community

The Nice CXOne community would not let me join their user community and told me to reach out to RingCentral with all questions and issues. Is anyone else experiencing this issue? All WFM software companies I know of have user groups and they encourage their users to join them.

3771

2 years ago

kevinlooEmployee

posted in Contact Center & RingCX

What training do you recommend for Contact Center? This is a common question we have received and led to the creation of a recommended training plan. You can find the training plans for Salesforce Agent and MAX Agent on the Training Dashboard under Additional Resources.Let us know how you are using our resources and what we can do to improve our training program.

1810

2 years ago

jjonesParticipating Frequently

asked in Contact Center & RingCX

contact list

How to stop my contacts list from ringing my phone when they make or receive a call.

5544

2 years ago

Jason160260038New Participant

asked in Contact Center & RingCX

How to Change Multiple User Passwords?

We hire temporary call center users and every year we need to change all of the passwords for 100+ user accounts. Is there a way to automate the password updates without changing one at a time? Maybe import an Excel file with the username and new password? Seems like this is an important admin feature that is missing in this day and age of SOX requirements.

4162

2 years ago

john-4New Participant

asked in Contact Center & RingCX

Group Rotation for only Incoming Sales Calls

Hi,I have sales staff who are currently on the group rotation setting, which the next call incoming is handed to the member of staff with the longest phone idle time. My staff are actively following up with customers and also calling each other as some WFH. I found out that outbound and internal calls also reset the idle timer, putting them to the bottom of the queue for a fresh inbound sales enquiry. Which doesn't really seem right to me. There is a sequential option but this is reset after each call. I was wondering if a feature could be introduced based on turns, which isn't reset after each call, so each member of sales staff has an equal chance of getting the enquiries?

2581

3 years ago

nicholaspalmerrcNew Participant

asked in Contact Center & RingCX

Can an outbound call be transferred to another agent in MAX?

2771

3 years ago

nicholaspalmerrcNew Participant

asked in Contact Center & RingCX

Is making an outbound call from MAX in CC included in unavailable time?

Does total unavailable time in the reports include outbound calls?

2661

3 years ago

Patrick1940205021New Participant

asked in Contact Center & RingCX

Maxx Agent shows refused call but call is still ringing

I received a call that Maxx Agent is showing Unavailable Refused but also shows connecting Agent Leg. The call will still be ringing but the contact agent is unable to pick up the call. Anyone else having this issue?

4221

3 years ago

stefanskibobNew Participant

asked in Contact Center & RingCX

How do I setup a new queue and assign a DID to access it without going through the main menu

2161

3 years ago

Samantha2374119015New Participant

asked in Contact Center & RingCX

Feature Request: Add option to make Out of Office Activity Codes invisible to agents.

We want the ability to create an Out of Office Activity Code that can be applied in WFM by the schedule creators but that can't be viewed or selected by an agent in MY ZONE. Ideally, this would be a setting on every Activity Code that could be turned on/off by the schedule creators.

4931

3 years ago

Scott303482040New Participant

asked in Contact Center & RingCX

Numbers In Use vs. Number Inventory

We went live on RC late-May - Office and Contact Center. We ported over all of our DID blocks at the time to make sure we didn't lose something in the transition. We are preparing to delete many of those now-unneeded phone numbers. All the numbers are in the Numbers in Use and you can call the numbers and be dropped into our main IVR. What is the difference between having the numbers "In Use" and in "Inventory"? Is there a cost difference? Thank you.

5341

3 years ago

lori-van-groningenNew Participant

asked in Contact Center & RingCX

Remote Agent to Agent Call Shadowing for WFH - Does it Exist?

Is there a feature that allows a new trainee to remotely observe/shadow another agent's calls? Due to COVID-19 and social-distancing guidelines, and working from home, I need to identify a new process since side-by-side observation is no longer an option.  I'm wondering if there is a feature similar to "Coach" in the Supervisor portion of the Contact Center/Max Agent.  

9205

3 years ago

ehowardNew Participant

asked in Contact Center & RingCX

Ability to increase or change alert volume in contact center?

Does anyone know of a way to either change the alert sounds or increase these? My agents are saying they are always missing emails due to these alerts being so short and quite!

3350

3 years ago

johnkingNew Participant

asked in Contact Center & RingCX

PCI Supression,PCI Supression -CC Max Client

Has anyone successfully configured PCI Suppression with the Max Client and the RC app for the contact center. ,I was wondering if anyone has implemented the call pause/resume suppression for PCI using the MAX Client and Chrome RC App. Key requirement for us if were moving to ring and cant find much information on this.

1900

3 years ago

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