722 results found

1. Agent Session Logout When Closing MAX Agent/CXone Agent Due To Network Disconnection

   Customer requested to automatically logout the agent if the agent experiences network disconnection and closes MAX Agent/CXone Agent app to prevent the agent from getting refused calls.

   30 votes

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2. Real-Time Queue Status Visibility for Agents

   Description:

   Feature Request: Enable agents to view the real-time status of other agents in the queue.

   Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.

   Details:

   Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
   Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
   Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
   Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
   Use Case: In a small office with limited agents, it's crucial to maintain phone coverage. Agents need to see if others are logged into the queue before deciding to log out for breaks, lunch, or other tasks. This feature will help prevent situations where no agents are available to handle calls.

   Benefits:

   Improved decision-making for agents.
   Enhanced team coordination and communication.
   Reduced risk of gaps in phone coverage.

   Description:

   Feature Request: Enable agents to view the real-time status of other agents in the queue.

   Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.

   Details:

   Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
   Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
   Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
   Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
   Use Case: In a small office… more

   100 votes

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3. Real Time Dashboard Updates

   Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.

   39 votes

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4. MVP & Max Launch As One

   Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.

   33 votes

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5. 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.

   30 votes

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6. Add Hold & Transfer Funcitonality to MVP

   The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management

   28 votes

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7. iOS app support

   Requesting integration with existing Ring Central mobile app so it will be properly supported in iOS

   10 votes

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8. In the new CX one agent and changing filter to just Corporate Directory nothing shows.

   In the new CX one Agent selecting from All to Corporate Directory no users show. Like to be able to change filter to use and select to make calls. The other filters works but not Corporate Directory.

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   9 votes

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9. Searching names in Userhub

   When searching for a name like Chris it shows 2 agents. Then what looks like it loading for load more. Have to click on the "load more" to see more. Would it be possible to get it show as button to press to know?

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   8 votes

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10. Agent Idle Timer

    Like an option for users to keep their idle time when in que. Use Case is we have associates in sales that can be waiting for call say waiting for 5 min and next in line to get the next call from a que. Issue is they can get a call directly and that will restart timer to get a queue call. Like to have it so a direct call won't restart the timer and move them to last in line. This is in both Max Agent and Cx One Agent.

    8 votes

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11. Sent to VM transfer Icon

    In Nice CX one agent searching a associate and selecting the corporate directory next to phone icon like option to transfer to voicemail. To clarify like to have two options one to call and another to transfer just to voicemail and not call the user.

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    8 votes

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12. Allowing agents to solve digital interactions from folder view with a manual pull.

    Currently the only way RC allows for a Digital Interaction (task) to be solved is if it's assigned to someone. Pulling a digital from the queue to complete it is possible, but when doing so there isn't an ability to remove it from the queue by closing it as solved. Therefore, the next available agent will get the digital that is already solved.

    15 votes

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13. Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).

    Request:
    The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.

    Scenario:
    An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.

    25 votes

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14. Use "document.title" to change Tab title in Google Chrome to automatically update to reflect the current status (ringCx

    We would like the tab title in Google Chrome to automatically update to reflect the current status of our contact center solution. For example, if a contact center is 'Available,' the tab could say 'Available.' If the status changes to 'Lunch' the tab should change to 'Lunch'

    This helps us quickly see the current status without needing to look at the main screen. Please implement a way for the webpage to dynamically change the tab's title based on status updates.

    When status is changed the following event is logged. Please see har files attached as a text doc.

    the event is known as ""status": "AVAILABLE","token"" the variable is the status name.

    "RCXstatuschange","properties": {"$os": "Windows","$browser": "Chrome","$referrer": "https://ringcx.ringcentral.com/","$referring_domain": "ringcx.ringcentral.com","$currenturl": "https://ringcx.ringcentral.com/voice/agent/?agentId=2696#/home/chat","$browserversion": 141,"$screenheight": 1080,"$screenwidth": 1920,"mplib": "ringcxcore","$libversion": "2.49.0","$insertid": "n4rs5mntooalpsg1","time": 1760007763.976,"distinctid": "2696","$deviceid": "f342a985-3916-4de2-ae6f-158bdaca8fb1","userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/141.0.0.0 Safari/537.36","language": "en-US","$userid": "2696","$initialreferrer": "https://ringcx.ringcentral.com/","$initial_referring_domain": "ringcx.ringcentral.com","appName": "RCXUI","appVersion": "25.3.2-6","status": "AVAILABLE","token": "bed66f45375417921629ecb0c0452583","mpsentbylib_version": "2.49.0"}}
    ]

    Recommend code update:
    // Example event data
    const eventData = {
    "event": "RCXstatuschange",
    "properties": {
    "$os": "Windows",
    "$browser": "Chrome",
    "$referrer": "https://ringcx.ringcentral.com/",
    "$referringdomain": "ringcx.ringcentral.com",
    "$currenturl": "https://ringcx.ringcentral.com/voice/agent/?agentId=2696#/home/chat",
    "$browserversion": 141,
    "$screenheight": 1080,
    "$screenwidth": 1920,
    "mplib": "ringcxcore",
    "$libversion": "2.49.0",
    "$insertid": "n4rs5mntooalpsg1",
    "time": 1760007763.976,
    "distinctid": "2696",
    "$deviceid": "f342a985-3916-4de2-ae6f-158bdaca8fb1",
    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/141.0.0.0 Safari/537.36",
    "language": "en-US",
    "$userid": "2696",
    "$initialreferrer": "https://ringcx.ringcentral.com/",
    "$initialreferringdomain": "ringcx.ringcentral.com",
    "appName": "RCXUI",
    "appVersion": "25.3.2-6",
    "status": "AVAILABLE",
    "token": "bed66f45375417921629ecb0c0452583",
    "mpsentbylibversion": "2.49.0"
    }
    };

    // Function to update document.title based on status
    function updateTitleFromStatus(status) {
    document.title = Contact Center - ${status};
    }

    // Simulate receiving the event
    function handleEvent(event) {
    if (event.event === 'RCXstatuschange') {
    const status = event.properties.status;
    updateTitleFromStatus(status);
    }
    }

    // Example: call handleEvent with the provided data
    handleEvent(eventData);

    Note har file had to be saved as a text document.

    We would like the tab title in Google Chrome to automatically update to reflect the current status of our contact center solution. For example, if a contact center is 'Available,' the tab could say 'Available.' If the status changes to 'Lunch' the tab should change to 'Lunch'

    This helps us quickly see the current status without needing to look at the main screen. Please implement a way for the webpage to dynamically change the tab's title based on status updates.

    When status is changed the following event is logged. Please see har files attached as a text doc.

    the event… more

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    10 votes

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15. Integrate both RingCX and RingEX in Salesforce

    Currently, we have CX and the CX dialer integrated in Salesforce. I have a new team that would be better suited for EX.

    It would be helpful if both were installed.

    7 votes

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16. Ability to manage the time frame or coverage of customer detail tab display of historical interaction data

    Ability to manage the specific time range of historical interaction details to be displayed in the agent interface once a customer call comes in. As per resource it is currently set to 25 months. The customer wants history to only be showing at most a year coverage only.

    5 votes

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17. RingCX increase Decibels (dB)/Amplitude file "ringtone.wav

    The Ring that plays when a call is received by RingCX on the website https://ringcx.ringcentral.com/ is too quiet. User are unable to hear the ring. We are asking that you increase the Decibels (dB) / Amplitude. On the “wav” file. The file name is “ringtone.wav”
    Resource is located, "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
    From the HAR files.
    //"connectionId": "20832",
    "initiator": {
    "type": "other"
    },
    "priority": "Low",
    "resourceType": "media",
    "cache": {},
    "connection": "443",
    "request": {
    "method": "GET",
    "url": "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
    "httpVersion": "http/2.0",
    "headers": [
    {
    "name": ":authority",
    "value": "ringcx.ringcentral.com"//

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    7 votes

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18. Feature Enhancement Request: Outbound Caller ID Controls for RingEX Users

    We are requesting enhancements to the Outbound Caller ID functionality within the RingEX platform to provide more granular control and flexibility for administrators.

    Enhancement 1: Restrict CCRN Usage by Default

    By default, RingEX users should be restricted from selecting CCNR (Contact Center Registered Numbers) as their outbound caller ID.

    Administrators should have the ability to explicitly grant access to specific users or groups who are allowed to use selected CCNRs.

    This will prevent unintended use of CCNRs by non-RingCX users and ensure better caller ID governance and compliance.

    Enhancement 2: Allow Multiple Caller IDs in User Setting Templates

    Currently, the User Setting Template for outbound caller ID only supports the assignment of a single number.

    We request the ability to assign multiple caller IDs in the User Setting Template, allowing users to choose from a predefined list of outbound numbers.

    This would significantly improve flexibility and reduce the need for manual configuration per user.

    Business Value:
    These enhancements will improve administrative control, ensure appropriate caller ID usage across the organization, and streamline outbound call configuration processes at scale.

    We are requesting enhancements to the Outbound Caller ID functionality within the RingEX platform to provide more granular control and flexibility for administrators.

    Enhancement 1: Restrict CCRN Usage by Default

    By default, RingEX users should be restricted from selecting CCNR (Contact Center Registered Numbers) as their outbound caller ID.

    Administrators should have the ability to explicitly grant access to specific users or groups who are allowed to use selected CCNRs.

    This will prevent unintended use of CCNRs by non-RingCX users and ensure better caller ID governance and compliance.

    Enhancement 2: Allow Multiple Caller IDs in User Setting Templates

    Currently, the… more

    8 votes

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19. performance report - Call Result not tagged as abandoned if will transfer to another extension

    Performance Report - Calls from queue will not be tagged as abandoned calls in the performance report if the call will transfer to another extension

    13 votes

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20. Managing the Do Not Disturb feature in the RingCentral app and Admin Portal

    Bring back the option to manage DND of each users and to have it edited as well in the User Template. Article: https://support.ringcentral.com/article-v2/3770.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=admin

    6 votes

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