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

  • 101 Questions
  • 133 Replies
102 Questions
J
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?

2840
A
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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?

2810
Mary-Community_Moderator
Community Manager
N
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?

2760
Mary-Community_Moderator
Community Manager
P
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?

4510
Mary-Community_Moderator
Community Manager
S
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

2330
Mary-Community_Moderator
Community Manager
S
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.

4991
A
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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.

5781
A
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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.  

9670
BeckyH
Community Manager
E
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!

3420
E
J
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.

1940
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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?

2230
D
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?

2401
Mary-Community_Moderator
Community Manager
S
susan-neffNew Participant
asked in Contact Center & RingCX
CONTACT CENTER OUTAGE?

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

8175
S
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?

20431
J
Community Manager
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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.

1760
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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?

14150
A
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

7410
BeckyH
Community Manager
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.

1410
L
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

3051
BeckyH
Community Manager
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.

2521
BeckyH
Community Manager
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.

19670
A
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.

6880
M
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?

2570
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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?

1881
J
Community Manager
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.

1450
B

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