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Contact Center & RingCX

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

  • 94 Questions
  • 122 Replies
94 Questions
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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!

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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

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lukehayesNew Participant
asked in Contact Center & RingCX
Report schedules

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

3130
Mary-Community_Moderator
Community Manager
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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.

2760
Mary-Community_Moderator
Community Manager
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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

2460
Mary-Community_Moderator
Community Manager
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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.

4260
BeckyH
Community Manager
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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.

17150
Mary-Community_Moderator
Community Manager
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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

1831
Mary-Community_Moderator
Community Manager
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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?

2580
BeckyH
Community Manager
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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?

3040
Mary-Community_Moderator
Community Manager
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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.

2512
Mary-Community_Moderator
Community Manager
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Employee
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).

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Employee
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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.

4161
BeckyH
Community Manager
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Employee
kevinlooEmployee
posted in Contact Center & RingCX
Recommended Contact Center Training Plan

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.

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K
Employee
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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.

5550
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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.

4410
BeckyH
Community Manager
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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?

2670
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nicholaspalmerrcNew Participant
asked in Contact Center & RingCX
Can an outbound call be transferred to another agent in MAX?

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

2790
Mary-Community_Moderator
Community Manager
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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?

2680
Mary-Community_Moderator
Community Manager
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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?

4370
Mary-Community_Moderator
Community Manager
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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

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

2230
Mary-Community_Moderator
Community Manager
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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.

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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.

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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.  

9380
BeckyH
Community Manager
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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!

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