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  1. 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…

    11 votes

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  2. User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)

    Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. As an insurance company, we are required to retain the entire content of our emails to/from our customers. This means having a Print option where we can print the entire email chain and attachments to an image printer or PDF. This is a critical feature that is holding up moving exclusively to RC Email Routing.

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  4. 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

    5 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. 1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. 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.

    4 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  7. 1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  8. Audit Trail - Ability to view the audit trail for 1 year or more

    1 vote

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  9. When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

    We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

    Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…

    14 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  10. This account would like to have the ability to view the entire email thread and not only leave the newest message.

    3 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  11. The customer would like to have logs that will show why the agents were logged out from the RingCX portal.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Currently migrating from the Puzzel Contact Centre to RingCentral. Puzzel provides global values where you can add multiple choices (e.g. a switch statement). You can add these switches to any call flow and apply logic and flow routes based on the current value of the switch item. We use these for multiple scenarios, major incidents affecting operational centres, monitoring centres. If a switch is set to 'incident' scenario, several call flows have different logic and will allow for longer wait times, different escalation routes, or routes to different queues or 'on call' technicians. We also have regional and divisional switches…

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Admin wants to have agents a capability to pause or disable a recording if they are speaking to their manager.

    1 vote

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  14. Feature Request: Option to generate a report that has the hold frequencies or the number of times that each call was placed on hold by the agent.

    1 vote

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  15. We would like to have an option to have agents stay on Available status when Rejecting Calls in RingCX

    1 vote

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  16. 1 vote

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    New  ·  0 comments  ·  Other  ·  Admin →
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    1. Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
    2. Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
    3. Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A…
    1 vote

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  17. 1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to nor do they want to wear them all day long. It's strange that you can adjust it on the app, but it doesn't do a thing for Ring CX. Why don't they work together? I can have my direct calls ring through my speaker, but not the Ring CX calls? That makes no sense and no one can seem to find a solution.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Currently, agents are logged in as "Unavailable" by default and mujst manually change their status to "Available" after login. Users would like to introduce a configurable setting in the Admin or User Settings, allowing administrators to choice their default log in status. Users would like the options this option to be available globally for all agents or personalized per agent.

    Use Cases:
    Call Centers: Agents loggin in during peak hours can start handling calls instantly without manual actions.
    Hybrid Teams: Certain roles may need to start as "Available" to meet SLAs, while others might requrie time for preparation.

    Potential Impact: …

    2 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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