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Contact Center & RingCX

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

  • 100 Questions
  • 133 Replies
100 Questions
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sara-3Participating Frequently
asked in Contact Center & RingCX
Other methods to reach out to Contact Center

I understand Ringcentral has an outage in the Americas. And it’s also affecting the contact center. Does anyone have another method to reach out to these guys? Their chats are down, their phone are down, & opening a ticket regarding the issue is down. There is no way of reaching out to these guys. Does someone have an email that can be used to address this issue?

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EACNew Participant
posted in Contact Center & RingCX
System Down

our service is completely down and we received no email notification. We had to hear it from one of our customers who called a cell phone to one of our employees. This is completely unacceptable and something needs to change as far as their communication on service outages.

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Terri ENew Participant
asked in Contact Center & RingCX
Auto Refusal of Calls

I have agents logged into the call center, but when a call rings in to them it automatically refuses? Any idea what causes it and how we fix it?  It started out of nowhere.

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The DaveNew Participant
asked in Contact Center & RingCX
Service outage

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

1151
Mary-Community_Moderator
Community Manager
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Joseph PesaNew Participant
asked in Contact Center & RingCX
Agent state always reverts back to Available

Hi I have a couple of agents who primarily make outbound calls, each time they complete one they are put back into an Available state, regardless of the state they were in prior to making the call. Is it possible to create an agent state that will remain active while they make outbound calls?

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cvelazquezNew Participant
asked in Contact Center & RingCX
Problems with RingCX provisioning Process

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. 

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bteddlieNew Participant
asked in Contact Center & RingCX
CX Digital Email channel blocked by Proofpoint

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.

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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?

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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? 

1272
Mary-Community_Moderator
Community Manager
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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? 

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drewvance
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

240
drewvance
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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     

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drewvance
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

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Mary-Community_Moderator
Community Manager
drewvance
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. 

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drewvance
drewvance
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.

251
drewvance
drewvance
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

1122
drewvance
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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 

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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.

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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.

1282
BeckyH
Community Manager
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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. 

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BeckyH
Community Manager
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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?

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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.

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K
Employee
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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

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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.

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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

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