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648 results found

  1. SPOG: Automatically set caller id

    The Issue:
    Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.

    Suggested Feature:
    Make the system automatically pick the right caller ID based on the kind of call:

    If it’s a call from a RingCX queue, show the queue or company main number.

    If it’s an internal call (extension…

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

  2. 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?

  3. exclude specific area code in local connect

    Ability to add the ability to specify a particular area code when setting up or managing the Local Connect Bucket? This feature would help in targeting specific geographical regions more effectively.

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

  4. Voicemail Notification Emails for Voice Queues with Text Transcripts

    Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

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

  5. Custom callback prompts

    We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.

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

  6. Ability to Disable RingCX button inside the Glip while keeping RingAgent

    Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.

    It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.

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

  7. Full Access User Visibility to Real-time DNC Integration Field

    In RingCX, allow Full Access Users to see the Real-Time DNC Integration field in Campaign settings.

    Currently, only super admin views have access to this field.

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

  8. RingCX - Survey report

    The ability to get a report on surveys both for voice and digitial.

    Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.

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

  9. 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?

  10. add calling function when in a chat

    It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
    Right now you have to copy and paste the phone number to the phone menu

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

  11. Ability to Share a Ring CX Live Dashboard to Remote Team

    Add the ability for a CX supervisor to create a shareable, live, team dashboard for remote agents. Possibly the ability for them to view it in the Stats tab. Currently, you can only share a dashboard with another supervisor or use a pop out for in-person viewing on a separate screen/monitor. I would like the ability for my team to see each other and if their coworkers are on the queue, their status, call volume, etc. along with the queue info. We just started with Ring Central, and this issue is very important.

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

  12. OFCOM compliant Proactive and Predictive Dialler

    UK Outbound Dialler Requirements for Proactive and Predictive calling

    When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

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

  13. Caller ID when transferring a call.

    Display the Outside Caller ID when a call is forwarded. I would like to see the caller's ID and not that of the extenstion who forwarded the call.

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

  14. RCX - Feature Request - Chat waiting in queue / Agents visibility on waiting chats

    Similar to "What's next" in RCCC, agents have difficulty tracking chats in the queue. While we have My Stats to monitor this, when agents navigate to My Stats to check, it deletes all that was previously typed.

    3 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current f

    This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current functionality only allows filtering by date.

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

  16. RingCX Add Bulk Disposition

    Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time

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

  17. RCX Real time Long Abandon Metrics

    When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.

    It would be more useful to add in the "Long Abandons" field so we can show the number…

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

  18. Lead Management / Cadence

    The customer would like a lead management functionality in our outbound dialer. wherein, the lead(no party connect ex. AM, NA, etc) can be dialed with 6 attempts in a week, then system to redial the lead after 2mos and 3 weeks (3mos interval from the day lead was uploaded in the campaign) then do it again on the 6th, 9th and 12th month.

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

  19. 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?

  20. Dashboard view modification

    Please add an option to hide the extra part at the bottom for the real-time dashboard.

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