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444 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…

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

  2. 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.

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

  3. "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!

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

  4. 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.

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

  5. 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.

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

  6. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

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

  7. 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.

    32 votes
    Under Review  ·  6 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Option to see the number of calls are in queues and agents statistics

    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

    6 votes
    Under Review  ·  0 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…

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

  10. RCX Deskphone Pairing for Mitel Devices

    Customers would like to have the ability to have Mitel Devices have control over the RCX app and controls via a deskphone, primarily the suite of Mitel Devices.

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

  11. RingCX Digital Inbox Restricted to Roles

    Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.

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

  12. RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page

    Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…

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

  13. CNAM feature for Canada

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

    83 votes
    Under Review  ·  19 comments  ·  Other  ·  Admin →
    How important is this to you?

  14. Mobile app as endpoint of RingCX

    When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.

    Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.

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

  15. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads…

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

  16. RingCX within India

    RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

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

  17. RingCX Dialer Completed Lead list Notification

    Add a feature to enable RingCX Dialer notifications when a lead list has been completed.

    Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.

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

  18. 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.

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

  19. RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"

    RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.

    EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.

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

  20. RCX - ability to unhold manually the call when requeue/transfer is cancelled

    if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.

    the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .

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