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Contact Center & RingCX

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

  • 68 Questions
  • 72 Replies
68 Questions
D
diannaborries17New Participant
asked in Contact Center & RingCX
Quality Management Planner

We are using RingCentral Contact Center's QM platform. We have a form created and have also created planners to distribute calls to the specific evaluators. We'd like all the calls to populate in the planner on Day 1 from the previous 7 days vs having them distribute over multiple days. How do we set this up?

2140
D
3 years ago
J
jgarciaNew Participant
asked in Contact Center & RingCX
How can I keep tabs on Toll Free usage in Contact Center?

I have a Toll Free number for my Contact Center. I'm sure you already know, that with RingCentral you need to purchase Toll Free minute bundles for the Contact Center. Since our call volume is seasonal the bundle will be different for each month so I need to predict the volume ahead of time, or at least before the billing cycle ends.Can someone help me put together a report that can help me calculate the Toll Free minute usage? I figure it's something where I can filter on Toll Free DNIS number and then sum up the minutes.I've tried building a report with Contact Duration, but I think the Callback skews everything.I'm assuming that I should be summing up InBound Phone Calls that never used the Callback. For the InBound Phone Calls that used a CallBack, I should probably only sum up the PreQueue Time, and InQueue Time? I'm assuming that when the system calls the customer back, it's not using my TF minutes therefore I shouldn't count that time.Any help would b

6041
Mary-Community_Moderator
Community Manager
3 years ago
J
jennifer-fretwellNew Participant
asked in Contact Center & RingCX
MaxAgent InContact

We are using MaxAgent, why does this error always occur on first sign on?

2331
Mary-Community_Moderator
Community Manager
3 years ago
S
susan-neffNew Participant
asked in Contact Center & RingCX
CONTACT CENTER OUTAGE?

Are those of you on Contact Center also experiencing an outage?

7565
S
3 years ago
P
Patrick1940205021New Participant
asked in Contact Center & RingCX
Call delivery Failed MAX

Why would I be getting a call delivery failed for people that are using MAX?

17961
J
Community Manager
3 years ago
P
Patrick1940205021New Participant
asked in Contact Center & RingCX
Call rotation MAX

I was asked by our contact center why it seems like one agent will get more than one call in a row while others show available. Here is what a contact center agent sent me. Thank you in advance for any tips to solve this problem. Is there supposed to be a rotation for phone calls? Ali and I noticed this yesterday where it seems like one person is getting a few calls in a row before it moves on to another person. For example, yesterday I had gotten about 5 calls in a row with no break in between and then I noticed everyone else was “available”, but then later it looked like Ali was getting a bunch of calls and I was available but none were coming through to me. I hope this makes sense.

1700
P
3 years ago
M
Masami2669111020New Participant
asked in Contact Center & RingCX
Invalid Meeting ID for multiple links and multiple attendees

I am a delegate and send RingCentral links on behalf of my boss. Recently, a couple of my RingCentral links have said "this meeting ID is not valid. Please check and try again", and it says the same for other attendees trying to join. The meeting link is not expired to my knowledge (they are set as recurring through the end of the year). What are some possible causes of this and how might I fix it?

13891
A
3 years ago
J
jim-wilhelmsenNew Participant
asked in Contact Center & RingCX
Since the 18.2 release we have had issues with the Max Agent not fully loading the graphics.

The Max Agent does not fully load since 18.2. We are using Chrome and support said there is an incompatibility since this release with Chrome. I am not switching to FireFox, but there are still some issues with graphics loading in FireFox. I feel the issues are not browser specific, but an issue with the update. Being that this is a browser based product this is very frustrating and impacts our daily workflow. My Case number is 08533104

7004
BeckyH
Community Manager
4 years ago
L
Laura62499600023New Participant
asked in Contact Center & RingCX
Auto-Save in QM Evaluations

Is there a way to have QM Evaluation forms Auto-save as we're filling them out. RC Contact Center doesn't recognize that I'm working on an active form, and when it times out, it closing out my form as well. I lose all the information I have already inputted. Every time I save it manually, it closes out and I have to go re-open. It is costing me a lot of time and frustration. Please let me know what others do with this problem.

1400
L
4 years ago
S
Sheila2140088014New Participant
asked in Contact Center & RingCX
Engaged Voice Platform - Why can't I block an anonymous caller in Engaged Voice?

We have been using Engaged Voice for several months now and we are currently having an issue with an anonymous caller and we can not block an anonymous caller in engaged voice. So this caller continues to tie up our queues and is wearing out our specialist. I called engaged voice and they said they would have someone call me back the next day - well that was last week.I was also told that in order to stop this caller, Ring Central would have to build an IVR for me - I am thinking that to build an IVR, it's going to cost us. But than again, they have not called me back, so I am assuming they don't know how to solve our issue.Does anyone have any ideas?Also, Engaged Voice is missing some of the little user friendly options, like making the softphone ring louder -I have contacted several agents at Engaged Voice and I will have to tell you that the customer service Tier 1 and Tier 2 agents that I have dealt with have been awesome, very friendly and professional. It's when it go

2871
BeckyH
Community Manager
4 years ago
R
Robie1808036021New Participant
asked in Contact Center & RingCX
Change the Green Bar to a clickable arrow in Salesforce Integrated toolbar for Contact Center

The Green bar within the Salesforce Integrated toolbar for Contact Center is used to expose the call controls for the active call (see attached screen shot). The green bar only moves when the cursor hovers over the bar and goes back when the cursor is moved. This is causing confusion for agents when they use the app because often the bar doesn't move as expected when the cursor is hovered over the bar or is moved away from the bar.It would be easier to use if the arrow on the green box was actually a clickable field indicating whether to move the green bar in one direction or the other to expose the underlying call call controls.

2501
BeckyH
Community Manager
4 years ago
B
Brandon1913515021New Participant
asked in Contact Center & RingCX
MAX Agent on Mobile

How can we get Max Agent to work on our cell phones? We have RC Phone on their but would like the MAX Agent to ring into our cells.

19041
A
4 years ago
M
mike-nicholsNew Participant
asked in Contact Center & RingCX
Change ringer for RingCentral Contact Center Voice?

Feature Request - please provide additional ringer options in the RingCentral Contact Center Chrome plugin.

6850
M
4 years ago
F
fitzpatrick15398New Participant
asked in Contact Center & RingCX
Create password expiration notification for InContact accounts

Users on the InContact platform do not receive any kind of notification that their password has expired until they attempt to login. Can a notification be create to inform the users their password is about to expire?

2540
F
4 years ago
L
louise-hammersleyNew Participant
asked in Contact Center & RingCX
Pin Max Client

Can the Max Client showing the user status be pinned to the user's screen session so they always see what their current status is?

1711
J
Community Manager
4 years ago
B
b-dParticipating Frequently
asked in Contact Center & RingCX
Is anyone using Okta for Agents to log into Max Agent and related parts?

We have integrated Okta in our environment and using for RingCentral. However, agents are still using separate authentication for Max Agent (Nice). We would like everything to go through Okta.

1410
B
4 years ago
M
mike-weitzmanNew Participant
asked in Contact Center & RingCX
contact center

Using RingCentral meetings (Zoom) from Contact Center Chrome plugin. Is it possible?Easy enough with the Chrome Plugin for non contact center agents, but our agents frequently have to remote into customer PCs or screen share and see no way to do it from Contact Center.

4973
P
4 years ago
R
robert-shepherdNew Participant
asked in Contact Center & RingCX
Changing RTN for after-hours in incontact center

Does anyone know how I would change a ring to number that is part of my Call Center (incontact). My setup is straight forward. During business hours it rings the agents. When hours of operation reach (after-hours) it forwards to an off premise number. I need to be able to change the RTN when needed. I cant find where this resides anywhere. I dont see this being a hard task to do.

3891
S
5 years ago

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