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469 results found

  1. Sync RingCentral Desktop Application With RingCX

    RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

    Key Points:
    1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

    1. Presence Integration: Leverage the user presence feature to reflect an…

    195 votes
    Under Review  ·  15 comments  ·  RingCX  ·  Admin →
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  2. 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…

    38 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  3. 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.

    25 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  4. 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…

    24 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership

    Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

    I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

    This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…

    18 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. 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.

    20 votes
    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
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  7. 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…

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

  8. 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 →
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  9. 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.

    10 votes
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  10. 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…

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

  11. 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.

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

  12. Call Parking in RingCX

    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…

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

  13. Inbound Queue Callback - option to record caller's name

    Add the ability to have the caller requesting a callback record their name.

    This is needed for customers that may not have a direct phone number, and only a main company phone number.

    Issue:
    When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they…

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

  14. "My caller ID" dropdown should be searchable

    "My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.

    My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.

    Thanks!

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

  15. Dedicated phone number or menu option for CX partner support

    You need either a dedicated phone number, or menu option to get to RingCX support.

    It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.

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

  16. We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick

    We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling

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

  17. 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.

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

  18. Feature Request – Persistent RingCX Session Across Page Reloads and Tabs

    Issue Description:
    • Currently, users are required to log in again when they reload the page or open a new tab in RingCX. Additionally, in Salesforce, users must repeatedly select their RingCX account and voice connection options (integrated softphone, RingCentral Office phone, or external phone) every time they switch tabs or refresh the page.

    Customer Impact:
    • Users experience frequent login prompts, disrupting workflow efficiency.
    • Increases frustration when handling multiple customer interactions in Salesforce.
    • Impacts productivity, as agents must reconfigure their voice connection multiple times.

    Requested Enhancement:
    • Implement persistent session handling so that users remain logged in…

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

  19. 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.

    40 votes
    Under Review  ·  8 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. 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 →
    How important is this to you?
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