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1316 results found

  1. Hide SFTP credentials in the RingCX Recording Delivery

    Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them

    6 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Being able to change an agents status through the Real Time Dashboard

    We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

    16 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Internal chat for supervisors and agents

    Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    36 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
    Planned  ·  Michelle responded

    This will be addressed as a part of the Single Pane of Glass initiative.

  4. Notify clients via email when service is down. Include a link or poll

    Notify clients via email when service is down. Include a link or poll to respond with 'Yes we are down' or 'No we are not experiencing service issues'. I was not able to submit a case yesterday when the system was down even though that is what you all said to do in your 'updates'.

    6 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  5. Ringcx voicemail Email notification includes transcript of the voicemail

    Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    7 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  6. Fix Browser Refresh Logging Agents Out Of CX

    When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.

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

  7. Delay in the event after "Single Play Audio"

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    …

    17 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. 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…

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

  9. Spam detection for chats

    Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.

    4 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  10. Rule/Time to set up when RingCX Alerts Notification Email will be sent.

    A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.

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

  11. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

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

  12. Cancelling a requeued call

    Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.

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

  13. Feature Request: Queue Identification for Agents via Marquee Display for RingCX

    Currently, RingCX does not provide a Marquee feature to display the originating queue for incoming calls. Although the Agent Whisper feature can play a brief recording (such as the queue name) before the call is connected, there is no visible indication of the originating queue once the call is in progress.

    Proposed Solution:
    Implement a Marquee display or a similar visual indicator on the agent's interface that shows the originating queue for incoming calls. This would allow agents to quickly identify which queue the call is coming from without needing to rely solely on audio cues through the Agent Whisper…

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

  14. Restrict Email Updates to Authorized Domains in User Profile

    Feature Request: Restrict Email Updates to Authorized Domains in User Profile

    Description:
    Add an option in the RingCentral Admin Portal that allows Super Admins to enforce email domain restrictions for extension profiles. This feature would restrict users from updating their email addresses to ones outside of the company's authorized domains. When enabled, if a user attempts to enter an email address that is not part of the pre-approved domain(s) (e.g., @company.com), the system will block the update and display a notification explaining the restriction.

    Features and Capabilities:
    Domain Restriction Setting for Email Updates: A setting within the Admin Portal under…

    10 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?

  15. Real-Time Queue Status Visibility for Agents

    Description:

    Feature Request: Enable agents to view the real-time status of other agents in the queue.

    Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.

    Details:

    Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
    Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
    Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
    Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
    Use Case: In a small office…

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

  16. Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.

    We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    32 votes
    Under Review  ·  6 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Impersonated admin showing incorrectly in the audit trail

    We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    15 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Ability for Agents to change their own signature

    In RingCX, provide the ability for an agent to manage their own Email signature as well as the ability to add links and images in the email signature to really make it customization and professional

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

  19. Option to see the number of calls are in queues and agents statistics

    currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration

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

  20. Feature Request: Report on Transferred Call Destinations in RingCX

    I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

    Use Case:
    One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

    Requested Feature:
    Report Type: Call Transfer Destination Report
    Details…

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