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1197 results found

  1. Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.

    Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.

    6 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  2. Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call. Customer states that being able to monitor calls is how they train new employees, but they do not want new employees to have the above functions.

    They want to have the ability to restrict the supervisor functions to Monitor calls only.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without…

    2 votes

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  4. Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  5. ADD A LEFT VOICEMAIL OPTION TO THE STATUS QUE WHEN A CALL ENDS

    1 vote

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  6. Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

    44 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  7. Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

    4 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  8. Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which…

    3 votes

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  9. It would be awesome to port the SLA Hit/Miss and SLA Answer Rate fields to Salesforce as this is our most important data point.

    3 votes

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  10. Currently, call logs in RingCX unable to relate to Order in SFDC

    steps:
    1. When clicking the "relate to" in rcx softphone.
    2. search an order and hit enter. No results found

    It would be nice to have this feature be added specially for companies that uses Orders in the salesforce.

    1 vote

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  11. Myself as https://callnova.com owner. i loved to use old version. because old phone was small and i can hover it anywhere on my screen it was not covering my whole background.while latest version coved my whole background window.

    1 vote

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  12. in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)

    2 votes

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  13. Currently there is no option to schedule any reports under RingCX Digital Analytics.

    Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.

    1 vote

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  14. When in call back mode, let us stay in that mode after call is complete so we can continue calling more customers back instead of going right to available. Let the CXR's change to available manually.
    Also let us change status easier rather than having to due it during a call.

    1 vote

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  15. Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!

    5 votes

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  16. Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).

    Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.

    3 votes

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  17. This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    11 votes

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  18. Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

    Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or…

    2 votes

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  19. "I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
    Unfortutately, it did not work.
    I am wondering if there is any update on porting numbers in Korea and Japan."

    5 votes

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  20. On RCX agent, when we have a conference then the agent decide to terminate a participant, he presses the "hang up" button that opens a pop-up window to choose which participant to end.

    Thing is that if the agent presses the hang up button, then one participant manually leave the conference, the pop-up window doesn't update the participants present, then if the agent choose the user that left the conference the press "hang up", the whole call will be terminated.

    We need that pop-up window to be updated when a participant leaves the conference.

    1 vote

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