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648 results found

  1. 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?

  2. Dark mode feature

    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.

    29 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Enhancement Request to show all extensions in the Corporate Directory

    At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.

    We would like to be able to see all extensions available to us in the corporate directory when transferring calls.

    12 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. 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?

  5. Filter by Voice/Digital Queue in RingSense for RingCX

    Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.

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

  6. 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?

  7. Sending fax messages in RingCX

    Customer would like to add the fax feature in RingCX.

    8 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  8. 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.

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

  9. Park calls from the CX platform for both CX and EX users.

    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…

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

  10. dialer unit work list campaigns

    Ability to have unit work list dialler campaigns, where a supervisor can allocate within a campaign list agents to work certain units. i.e allocate a sub section of agents within a campaign to a unit location (MK). This will allow supervisors to run a single campaign but target records within it.

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

  11. RingCX bulk upload on phonebook

    Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.

    Creating global phone book entries in RingCX screenshots of options attached.

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

  12. Ability to Move Users Between Groups in RingCX

    Current Behavior:
    At present, when managing user groups in RingCX, a user must be manually deleted from one group before they can be added to another. This process is time-consuming and prone to errors, especially when handling multiple users.

    Requested Improvement:
    Introduce a "Move" or "Drag and Drop" feature that allows admins to easily transfer a user from one group to another without having to delete and re-add them.

    4 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Fax Preview When Sending Fax through Softphone

    When sending fax through RingCentral softphone, a PREVIEW screen will enable the one sending the fax to validate the message or the file attachments before hitting the Send button. In the healthcare industry, it is imperative that we attach the correct patient test results in the fax messages sent to doctor's clinics.

    5 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. 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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. Analytics access for Supervisor

    Analytics Access for Supervisors: Supervisors should be granted specific Analytics access, allowing them to view all relevant data. This can be set as an Analytics Supervisor role, providing them with the necessary permissions while maintaining restrictions on other settings.

    Managing Assigned Users or Teams: Supervisors should have the ability to manage only their assigned users or teams, ensuring they have control over their direct reports.

    Restricting Access to Other Settings: Supervisors should not have access to other settings that are restricted to Admin roles. This will ensure that they can perform their duties without compromising sensitive configurations.

    Limiting Visibility to…

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

  16. Adjustment - Cancel call transfer Label

    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" .

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

  17. Dequeue setting per queue

    Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
    The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)

    48 votes
    Planned  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Hide SFTP credentials in the RingCX Recording Delivery

    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

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

  19. Ability to cancel or extend after call wrap

    Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and…

    49 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. WCAG (Web Content Accessibility Guidelines)

    WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.

    37 votes
    Planned  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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