793 results found

1. Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size

   Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size. The current version takes to much screen area.

   1 vote

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2. Integrated scripting on digital queues

   I would like to see integrated script support in digital queues (specifically Live Chat / Messaging) within RingCX.

   Current Behavior:
   Integrated scripts are available for voice queues, allowing agents to see contextual CRM data (such as a customer account link or customer identifier) within the agent interface during an interaction. However, this functionality is not available for digital/messaging queues. Scripts configured in Script Designer / Script Studio do not surface in the agent panel for digital interactions.

   Requested Behavior:
   Extend integrated script support to digital queues so that agents handling Live Chat interactions can access the same CRM context they would in a voice interaction — specifically, the ability to retrieve a customer identity field and display a direct link or relevant account information within the agent interface.

   Use Case:
   Our agents need to quickly reference CRM records (hosted in NetSuite) while handling live chat interactions. Without integrated script support, agents must manually search for the customer in a separate system, which increases handle time and reduces the quality of the customer experience.

   This capability already exists for voice queues, so extending it to digital channels would bring feature parity and significantly improve the digital agent workflow.

   I would like to see integrated script support in digital queues (specifically Live Chat / Messaging) within RingCX.

   Current Behavior:
   Integrated scripts are available for voice queues, allowing agents to see contextual CRM data (such as a customer account link or customer identifier) within the agent interface during an interaction. However, this functionality is not available for digital/messaging queues. Scripts configured in Script Designer / Script Studio do not surface in the agent panel for digital interactions.

   Requested Behavior:
   Extend integrated script support to digital queues so that agents handling Live Chat interactions can access the same CRM context they… more

   4 votes

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3. 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.

   16 votes

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4. DTMF keypress routing

   Current behavior is that when a call is being dequeued to a user, the DTMF keypress tends to loop the audio set in the voice queue and doesn't follow the DTMF routing configured.

   Suggested behavior is for the call to route appropriately when DTMF is pressed when the call is being dequeued to a user.

   4 votes

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5. Need a easy solution to update holiday for each call queue.

   Need an easy solution to update the holiday for each call queue. It's taking more than 1 day to use the template to update the call groups. We can update the holiday time in one template and apply it to all, but we need to change the call-forward extension individually for each call group to the relevant store.

   3 votes

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6. 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.

   26 votes

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7. 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"//

   •  

   10 votes

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8. 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

   • 

   10 votes

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9. Support for Google Chrome Enterprise Premium

   As companies begin to adopt Enterprise Browser like Google Chrome Enterprise Premium, it would be beneficial to have this listed as a supported browser.

   https://chromeenterprise.google/intl/en_ca/products/chrome-enterprise-premium/

   2 votes

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10. Support for Island - The Enterprise Browser

    As companies begin to adopt Enterprise Browser like Island - The Enterprise Browser, it would be beneficial to have this listed as a supported browser.

    https://www.island.io/product

    2 votes

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11. For training purposes - allow the trainee to listen to current calls being handles by the trainer - ex having two headsets linked to 1 call

    For training purposes - allow the trainee to listen to current calls being handles by the trainer - ex having two headsets linked to 1 call

    6 votes

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12. Allow for Call Tags to be Required

    In CXOne Contact Center, you can require a disposition to be filled out after working each contact. We would like to see CXOne Contact Center also give this option for tags.

    1 vote

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13. Calling in Agent, Show Unavailable State

    In MAX, when dialing another MAX user, if they are Unavailable, it shows the Unavailable code (examples like ACW, Lunch, Meeting, Break, etc.). In Agent, when dialing another Agent user, if they are Unavailable, it just shows "Unavailable."

    Because you can dial another contact centre user while in an unavailable state, being able to see the state the other user is in it critical based on business processes of when you should call.

    1 vote

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14. Incoming call notification ringing time

    When we receive a call, it rings for very less time. This time should be increased.

    1 vote

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15. Dark mode option for the screen interface.

    It would be helpful to have an option to change the interface into a dark mode for user's with sensitivity to blue lights and other vision impairments.

    1 vote

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16. 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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17. feedback management (satmetrix)

    Ability to be able to download / extract audio feedback from the customer using satmetrix.

    1 vote

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18. 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.

    6 votes

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19. stop the "this call is being analyzed by AI" its annoying af

    that would be all and stop the "please continue to hold" too if u can lmfao

    1 vote

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20. auto populate agent data on the post call survey

    customer should have an option to setup on how to auto populate agent data on the post call survey

    1 vote

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