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1349 results found

  1. "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?

  2. 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

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

  3. Enhance Agent States

    Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    48 votes
    Future Consideration  ·  2 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  4. SayVAR Node: Option To Save Text2Speech As Audio File

    The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.

    As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.

    14 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Agent States Transition

    Agent States Transition report presented as a bar graph, displaying the duration and frequency of each status.

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

  6. Dedicated phone number or menu option for CX partner support

    You need either a dedicated phone number, or menu option to get to RingCX support.

    It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.

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

  7. 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.

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

  8. We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick

    We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling

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

  9. 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…

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

  10. 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.

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

  11. Filter by Voice/Digital Queue in RingSense for RingCX

    Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.

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

  12. Remember Agent Selected Voice and Digital Queues at Next Login Checkbox

    I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.

    For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.

    Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next…

    13 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
    How important is this to you?

  13. Enable Call Controls in RCX Agent UI when dialing Mobile Numbers

    When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

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

  14. Sending fax messages in RingCX

    Customer would like to add the fax feature in RingCX.

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

  15. 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.

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

  16. Park calls from the CX platform for both CX and EX users.

    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…

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

  17. share dashboard

    The request is the following one:

    today we have an issue with the way to manage rights for sharing Dashboards.
    Some persons who are allowed to create new dashboards share them with the value "Public".
    The impact result is a security hole because:
    - Everyone can see GDPR information (agent names)
    - No possibility to stop sharing it if you're not the owner
    - No possibility to erase the dashboard if you're not the owner

    The request is the following one:

    Add a new right in Admin / Security Settings / Roles and Permissions
    - New checkboxes to share for…

    11 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  18. 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…

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

  19. dialer unit work list campaigns

    Ability to have unit work list dialler campaigns, where a supervisor can allocate within a campaign list agents to work certain units. i.e allocate a sub section of agents within a campaign to a unit location (MK). This will allow supervisors to run a single campaign but target records within it.

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

  20. Ability to delete multiple messages in digital queues

    There should be an ability to filter and delete in mass specific messages in queues.

    Right now, when a queue is hit with spam, one has to select each message one by one and either ignore or recategorize them.

    6 votes
    New  ·  1 comment  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?
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