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1487 results found

  1. WFM Pro - Ability for skills in ACD module and WFM skills to sync.

    It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system uses to deliver interactions, it would reflect in the staffing headcounts without manually having to try and maintain that.

    12 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  2. Admin State Change

    Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue.We should be able to change someone's state when required.

    12 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Replace busy signal from carriers with announcement(s)

    Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.

    12 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Allow automatic delivery of emails when Dynamic Delivery is Enabled

    After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature where users that are set for Single contact or even when set for Dynamic Delivery can receive email contacts automatically.

    12 votes
    0 comments  ·  Other  ·  Admin →
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  5. Extend RingCX Call History View to 30 Days

    RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…

    11 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Removing "change the status of an agent" without their consent

    Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
    Delete the "Update agent status" line.
    On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".

    11 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. 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?

  8. 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?

  9. 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…

    11 votes
    Under Review  ·  4 comments  ·  RingCX  ·  Admin →
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  10. receive 2 calls

    Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
    Needs More Information  ·  AdminYulia Sobol (Group Product Manager, CX, RingCentral) responded

    Thank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?


    For instance:

    • Are you looking for agents to handle multiple calls simultaneously?
    • If so, could you elaborate on why this is needed and how it aligns with your workflow?
    • Are there particular use cases or challenges you’re trying to address with this feature?

    Your input will help us gain clarity and ensure that we can address your requirements effectively.

  11. RingCX Custom call routing on IVR for a specific date

    This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    11 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  12. AI/NLU for Voice Bots (IVR)

    AI/NLU integration to drive Voice Bot (IVR) solutions using Google AI/NLU engines (or other AI/NLU engines available) to create a similar experience as a chatbot.

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

  13. Phone Books to allow import of contacts

    It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.

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

  14. Assign phone numbers to CCRN in MVP Admin

    Hertz would like the capability to assign phone numbers to CCRNs so that they don't have to request this from RingCentral

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

  15. DELETE (ON ALL INCOMING) - Prompt me to press 1 before connecting the call

    There is no option to remove the "press 1 to answer" for Non-Ringcentral numbers. This feature can only be turned off when calls are forwarded to the app or deskphone. Please it would be useful to have a general toggle button to have an option to remove "Press 1" for non-ringcentral numbers.

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

  16. Allow Agents to Schedule Commitments for Skills Not Assigned to Them

    Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assigned to so that if they have a customer on the line that would be better assisted by an agent with another skill, but they are unavailable we could have them schedule a commitment for a later time. As it is, you can only schedule commitments for skills that you have assigned to yourself.Having…

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

  17. New Metric on Reporting to Show Who is Clicking on +1 Contact

    We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a report so that we have better visibility into which agents are actively asking for more work.

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

  18. CXOne - Life Cycle Management - Rules

    Please increase the max cap on the following restrictions under Life Cycle Management.+ Increase the rule limitations to be more than 10+ Increase the limitation of 10 skills max per rule+ Increate the limitation of 15 teams max per rule We are too large of an organization to be limited to these. These rules are dictated to support contract obligations and prevents us from fulfilling our internal and external needs. This also prevents us from expanding product offering and storage limitations....

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

  19. Increase the size of the reply box for an email

    The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.

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

  20. Ability to Change Ring Tone with RingCentral Contact Center Voice Browser Extension

    Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…

    11 votes
    0 comments  ·  Other  ·  Admin →
    How important is this to you?
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