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480 results found

  1. CNAM feature for Canada

    We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

    91 votes
    Under Review  ·  20 comments  ·  Other  ·  Admin →
    How important is this to you?

  2. 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.

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

  3. text-to-speech feature for the disabled

    Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

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

  4. transfer

    Include Agent Name on Transfer Segment in Interaction Details Report

    Request Summary:
    When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

    Current Behavior:
    • The agent's name is shown for the initial (inbound) segment.
    • During a…

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

  5. Provide Cradle to Grave reporting for calls that traverse RCCC and RC MVP

    Ryder utilizes both RingCentral MVP and RingCentral Contact Center.Many internal and external calls come into the CC and need to be transferred or forwarded to the MVP users.Also, many times a call could come into MVP user and require a transfer into the Contact Center.RingCentral cannot provide a single, seamless report to report this cradle to caller journey.

    35 votes
    Under Review  ·  1 comment  ·  Contact Center  ·  Admin →
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  6. Agent Script/Custom Field Recording Delivery

    Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.

    Currently, only the field name feeds over to the S3/AWS bucket in the file name.

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

  7. 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.

    32 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
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  8. Dashboard for agents in RingCX | Agent platform.

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

    30 votes
    Under Review  ·  4 comments  ·  RingCX  ·  Admin →
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  9. Show Caller number when specific extension will transfer the call to another extension

    customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.

    30 votes
    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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  10. Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX

    Problem Description
    When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).

    Expected Behavior
    If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.

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

  11. Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling

    customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
    have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

    so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

    or the other way around if you start the dialer - it would switch to off hook for the dialer -…

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

  12. RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality

    There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting…

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

  13. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

    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…

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

  14. RingCX -- Ability to default "Stay On Call" either on or off

    We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

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

  15. Include Name & Number in Caller ID

    Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.

    24 votes
    Under Review  ·  7 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. 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.

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

  17. Disable/Enable 2 Factor Authentication on certain users

    It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device

    23 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  18. OSH Option to only allow 1 live contact method at a time

    Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?

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

  19. Ability to limit SMS channel selection when creating an outbound SMS message

    When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.

    In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.

    It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.

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

  20. Reputation Management support for phone numbers being flagged as Spam.

    Customer is seeking assistance with Reputation Management or a referral to a Reputation Management Vendor to help whitelist and proactively protect the customer's phone numbers from being flagged as Spam. The issue of numbers being flagged as Spam continues to grow industry wide. This relates to both RC Phone/MVP and RC Contact Center phone numbers used for outbound dialing.

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