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794 results found

  1. 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…

    51 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  2. 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.

    39 votes
    Planned  ·  4 comments  ·  RingCX  ·  Admin →
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  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.

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  4. 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 →
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  5. Ability to allow Litify objects to mapped on RCx SF embedded agent

    We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. have duration for agent state and select an agent state in advance after a call.

    RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since

    1. the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
    2. cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.

    To address this, it would…

    3 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  7. In-Queue-Callback Number Restriction To Prevent Misuse

    The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

    However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

    To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

    28 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
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  8. Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    If its an old message , agents need to check photos or videos through text but it disconnects them from the Salesforce call since RingCX agent can only have one login session at a time

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. RingCX - Agent Whisper be enabled in ACD Callback

    Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Ability to transfer RingEX calls directly to RingCX Users

    To have the Ability to transfer RingEX calls in RC app directly to RingCX Users

    14 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  11. RingCX Feature Request – Custom Busy Announcement Based on Queue Placement

    RingCX Feature Request – Custom Busy Announcement Based on Queue Placement

    Description:

    • We’d like to request a feature enhancement in RingCX that allows customers to configure a custom busy announcement based on a caller’s specific placement in the queue (e.g., if the caller is 2nd, 3rd, or 5th in line).

    Current Behavior:

    • RingCX allows custom audio and announcements to be played for queued callers.

    • There is also a feature to announce the caller’s current position in the queue.

    Requested Enhancement:

    • The ability to define logic or thresholds where specific queue positions (e.g., 2nd, 3rd, 5th) trigger…

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Internal chat for supervisors and agents

    Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    38 votes
    0 comments  ·  RingCX  ·  Admin →
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  13. Dashboard outbound manula

    We’d like to submit a feature request for the ability to create a RingCX Live Dashboard that displays manual outbound calls performed by individual users or teams.

    Currently, the available real-time dashboards focus on campaign-based outbound activity, which doesn't capture manual outbound interactions. The customer is looking for real-time visibility into manual outbound calls—similar to what’s available in the Interaction Detail Report, but presented in a live dashboard format.

    This feature would help improve monitoring and team performance tracking for manual call workflows. Please consider this request for future enhancement.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

    5 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  15. SMS Alert Tone In RingCX

    We would like to have an audible notification or push notification when receiving messages from SMS queue in RingCX. This would be helpful for us to manage our company SMS within RingCX.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Date Time node in Workflow Studio should default to the same timezone as the account

    When adding a new Date Time node in the Workflow Studio, the timezone defaults to Eastern Standard Time. This is unexpected.

    Expected behavior would be for the Date Time node to use the same Timezone that is set in Account settings.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Simultaneous Ring option for Call Queues/Skill

    It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

    • Provide the possibility of a shorter wait time for callers
    • Avoid caller abandons
    • Help in user data analyzation on who picks up the most/least calls

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. 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?

  19. Answer Calls through MVP

    The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.

    1 vote
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  20. Enhanced Requeue Controls: Add Clear Option to Return to Caller Without Completing Transfer

    Request: Improve the agent user experience in RingCX by providing a clearer, more intuitive option to cancel a requeue and return to the original caller before the transfer completes. While the current system allows this via the "Hangup" button and selecting "Cancel transfer," this functionality is not obvious to agents and leads to confusion and call handling issues. A dedicated "Cancel Requeue" or "Return to Caller" button during the transfer process would reduce errors, improve efficiency, and ensure agents can confidently manage live interactions without unintentionally abandoning the member.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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