220 results found
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hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
34 votes -
call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
138 votes -
Have search option of dial group added to Ring Sense
We would like the ability to search by campaign dialing groups in Ringsense
33 votes -
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…32 votes -
RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
29 votes -
Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling
customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).
or the other way around if you start the dialer - it would switch to off hook for the dialer -…
26 votes -
Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps
when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...
19 votes -
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.18 votes -
Do not change agent status to Available once the call is over, when agent was initially unavailable.
If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.
12 votes -
CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL
Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time
12 votes -
Improvement with the CX queue voicemail options.
CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.
15 votes -
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
9 votes -
conference
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.Business Impact
Very large customer…9 votes -
Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
14 votes -
SayVAR Node: Option To Save Text2Speech As Audio File
The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.
As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.
14 votes -
Agent States Transition
Agent States Transition report presented as a bar graph, displaying the duration and frequency of each status.
9 votes -
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 -
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 -
Support for Locking of Workflows to Prevent Changes
We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…
9 votes -
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
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