Contact Center & RingCX

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).

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.

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.

How to stop my contacts list from ringing my phone when they make or receive a call.

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.

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?

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

Does total unavailable time in the reports include outbound calls?

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?

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

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.

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.

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.  

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!

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.

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?

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

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

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

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?

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

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.

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

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.