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760 results found

  1. Agent Script/Custom Field Recording Delivery

    Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.

    Currently, only the field name feeds over to the S3/AWS bucket in the file name.

    33 votes
    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Omnidirectional Allow RingCentral App Channels

    We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.

    8 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Sending fax messages in RingCX

    Customer would like to add the fax feature in RingCX.

    12 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)

    This initiative is being worked on and is called Single Pane of Glass

    1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues in the Corporate Directory when transferring…

    104 votes
    Planned  ·  14 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Mass Delete Inbox/SPAM threads in RingCX/Engage Digital

    Mass delete inbox in RingCX/Engage Digital

    This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
    -purge threads based on specific criteria from the email, allowing them to target the spammer
    -enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…

    11 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. dashboards data refresh time

    customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    59 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Inbound Queue Callback - option to record caller's name

    Add the ability to have the caller requesting a callback record their name.

    This is needed for customers that may not have a direct phone number, and only a main company phone number.

    Issue:
    When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they…

    9 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  8. CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL

    Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time

    12 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Ability to search for contact name in Outbounds SMS (CRMs)

    Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent

    Summary:
    Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.

    Description:
    Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.

    By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:

    1. Search for and select contacts by name, email, or…

    7 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. Persistent Login for RingCX Salesforce Agent

    Feature Request: Persistent Login for RingCX Salesforce Agent
    Description:
    The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.

    Current Behavior:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Salesforce session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    11 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Call Parking in RingCX

    Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability…

    12 votes
    Under Review  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. Allow Using the Hold Button on the Desk Phone

    Need to be able to use the Hold Button on the user Desk phone for RingCX call backs

    -hold button on desk phones works properly for everything except for RingCX callbacks
    -current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files

    42 votes
    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Support for Locking of Workflows to Prevent Changes

    We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…

    10 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Dark mode feature

    We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.

    34 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.

    The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.

    9 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  16. Filter for Supervisors and Agents

    Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.

    14 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Allow agents to block number in RingCX

    Have the ability for the agents to block the numbers manually from the RingCX agent platform instead of them having to send this to the RingCX admin.

    5 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. "My caller ID" dropdown should be searchable

    "My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.

    My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.

    Thanks!

    18 votes
    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. RingCX- Ability to upload Audio File and change the system default audio

    RingCX- Ability to upload an Audio File and change the system default audio

    5 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Enhancement Request to show all extensions in the Corporate Directory

    At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.

    We would like to be able to see all extensions available to us in the corporate directory when transferring calls.

    13 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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