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  1. 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

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  2. To enable sending SMS messages to the same thread in RingCX, even if the recipient does not respond.

    2 votes

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  3. 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. Expected behavior is there is no delay after the end of playing 2 files.

    2 votes

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  4. In all of RingCX embedded integrations with third party CRMs, dispositions are required to complete the logging of that interactions details into the the CRM. When there is no disposition configured on the source of the interaction, support a workflow that logs the interaction details when that interaction is ended.

    2 votes

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  5. Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

    Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

    Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

    Support Reference: For more details on configuring inbound queue events, you can refer to the…

    4 votes

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  6. Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.

    This is an issue as Admins should not be able to see other departments data via report.

    5 votes

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  7. We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.

    5 votes

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  8. RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

    3 votes

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  9. Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)

    Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key

    Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing

    Customers would like this feature as soon as possible, as it makes…

    2 votes

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  10. Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which…

    3 votes

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  11. Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

    Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

    10 votes

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  12. Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):

    when making a transfer:
    put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,

    then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:

    in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
    "Cancel Transfer : EXtension xxxx" .

    16 votes

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  13. Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).

    Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.

    3 votes

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  14. One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.

    2 votes

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  15. the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…

    34 votes

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  16. When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

    4 votes

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  17. 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

    16 votes

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  18. 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.

    15 votes

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  19. Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In…

    8 votes

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  20. To have the option for Max Q under the Data tab in RingCX Custom Widget.

    2 votes

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