Contact Center & RingCX

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. 

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?

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.

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.

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?

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,

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!

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, b

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

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

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

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.

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.